Technology Trauma May Cause Guests to Need the ER—Emotional Recovery
By Roberta Nedry President & Founder, Hospitality Excellence, Inc. | January 18, 2015
Please press "1" if you are frustrated, please press "2" if you are annoyed and please press "3" if you just want to SCREAM about technology replacing human resources and decision making!!!
According to Professor Stephen Hawking, one of today's pre-eminent scientists, when asked about the progression and greater impact of technology, he recently told the BBC, "The development of full artificial intelligence could spell the end of the human race." He continued with, "Humans, who are limited by slow biological evolution, couldn't compete and would be superseded." Yikes, could our hospitality leaders and employees actually be superseded?
Professor Hawking's potential forecast may seem dramatic, questionable or at least a very distant possibility to some. Yet, the issue of today's tremendous innovations and applications of technology in so many arenas, including hospitality is; how are the humans who direct, support or manage that technology doing when all does not go smoothly and how are they using their "biology" to do things the computers and software can NOT do?
How many times are hospitality and business leaders and their teams alienating loyal guests and potential customers due to a disconnect between technology solutions and human interactions? With exciting technologies emerging in all areas of hospitality and business daily, how are hoteliers preparing, managing and training their teams to ensure the personal touch is not lost Are the humans and technology performing as a team or two separate roles? How are they ensuring that reactions, responses and emotions do not also become automated for guests and especially that their employees are not all superseded by machines? And, when technology does cause some form of trauma, how well are employees trained to send guests to the ER and deliver an emotional recovery?
The Answer: Mobilize and train human beings to come to the rescue!
As technology continues to inspire new ways to interact and support guest preferences and needs, so should the humans behind that technology continue to inspire and reinforce ways to interact and support guest preferences and needs to complement and enhance not compete or disengage with that technology.