Impacts of Automation and the Use of ICT Gadgets in the Hospitality Industry

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"Friend, Not Foe: Why Hospitality Should Embrace Automation, AI."
Today, ICT gadgets especially the tablets and smartphones control almost all aspects of our lives from shopping, entertainment, education, travelling, and even healthcare appointments. Customers' claim for self-service can be likened to the currency of this era. Consequently, when it comes to the hospitality industry, hotel check-ins and check-outs as well as accommodations, clients prefer to have alternatives for self-service experience to a certain level. From this article by Talmetrix, we get to learn how the hospitality industry is embracing automation in different departments and how this automation has impacted the hospitality industry. The article explains solutions on how automation can enhance self-service experiences for guests in areas such as personalized payments, check-ins and check-outs, and making reservations. As the hospitality embrace automation, guest experiences are improved.
Regardless of how much automation is promoting the guest experience by offering self-service services and reducing the human interactions, it seems that no amount of automation can replace the human aspect in customer service delivery in the hospitality industry. Similarly, an excellent customer experience has no substitute or shortcut. Nevertheless, automation in the hospitality industry has changed the experiences and expectations of customers throughout the globe. Ideally, automation is meant to provide the clients with self-service that promote but not replace their service experiences. Self-services ensures that the customers only worry about what really matters instead of worrying about issues such as bookings or the type of services being offered in a hospitality establishment. Although guests get to enjoy convenience and courtesy out of self-serv...