Timothy R Andrews and Joe McDonnell discuss why self-service technology can work perfectly for a simple transaction, while personal service, recognition and human interaction remain central to a valuable hospitality experience.
The question isn’t whether technology is good or bad. It’s whether your guests are buying a commodity, an experience or a combination of both.
This clip is from Can Hospitality Stay Human?, the new Talking Hospitality episode exploring AI, hospitality technology, workplace culture and the future of human service.
Listen to the full episode:
https://youtu.be/k94CXsnnamY?si=XhfgydXwzY9-hcFO
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