The Future Hospitality Professional
By Steven Ferry Chairman, International Institute of Modern Butlers | October 28, 2008
Here, we are not talking some corporate formula for guest interaction that too often results in canned phrases and plastered-on smiles; or a consultant guru's mantra for superior guest services that seeks to put a datum where intelligent observation and action should be. We are talking information relay followed by drilling on the "how to's" resulting in an ability gained. It's nothing mystic and has no relationship to any psychological mumbo-jumbo, but down-to-earth application of workable principles resulting in guests being properly assessed and treated in a way that they find pleasurable, which always leaves them feeling better than before the service was administered.
Such guest service employees of the future will be closer to Life Consultants than room service and will care as much about guests as their mothers. So says the crystal ball. Predicting the future can be fun. Take the "Future Holiday Forum" held in London, England recently for leaders in travel, technology and design. Their "2024: A Holiday Odyssey" according to a Forbes.com report predicted the future hotel for remote destinations as a foldable/ transportable, self-sustaining, low-environmental-impact pod on stilts in which guests could choose the images to be projected on the walls. The technology for such hotels already exists.
The line-up of future hotels that will similarly soon be with us includes underwater hotels and airship hotels that permit scenic views as one travels leisurely to one's next destination. Resorts in space no doubt lie in the future, incorporating spinning rooms for all the comforts that we have come to expect from living with gravity.
As for space-age technology addressed at specific hospitality issues, we already have 3-D hologram teleconferencing for hotels specializing in conference services. We will soon see smart cards containing all information on a guest, including likes and dislikes, as well as credit card information that will no doubt make check-in and customized servicing of guests easy.
Other technologies to be introduced into the hospitality sector include robotics for cleaning and check-in; biometric security such as retina scans for entrance to rooms and access to safes. Then there is nanotechnology (manipulating and manufacturing at the molecular level). While we are close to imprinting electronic equipment onto our clothing and even skins, there is talk of using nanotechnology to reconfigure rooms per guest wishes, transmogrifying the furniture, fixtures and decorations at the push of a button (so to speak).
However, notice that the talk of the future is invariably in the realm of gadgetry and machinery. Whatever happened to the human element? Are we giving up on our fellow man? Are we just using him or her until some machine can replace him not just on the factory floor but also in the giving of service? Just as Astounding Science Fiction moved beyond machines to focus on the human element regarding things from outer space during the 1930s, so I believe we need to move into improving the human element, rather than always focusing on the mechanical and even trying to substitute machines for humans. And by improving the human element, I mean moving beyond formulas and mantras to increase employee intelligence and ability to act self-determinedly, rather than other-determinedly by rote.