Efficiency vs. The Human Touch: The Rise of the Machines

With today's fast paced society, efficiency is key. That is why more and more innovations are being done to promote fast access and avoid the long queues.

In the local scene, hotels and other service institutions provide priority lanes for People with Disability (PWD), Senior Citizens, Pregnant and/or clients with children.

Self Service Kiosks and Mobile Phone Keys

Example of a Check-In Counter at The Marriot

Nowadays, international chains are looking for ways to streamline the arrival and departure process. To avoid long lines, especially at business hotels that cater to conventions, repeat guests and/or some individual travelers who have had a long day, may opt to go through a check-in counter. This is a separate area from the front desk, where you register yourself in a touch screen computer. Another innovation is the use of mobile phone keys. Instead of using the traditional key cards, on properties that provide this service, guests can now download an app, where once set, they can now use their smartphone to open their room doors. As soon as the room is available, a message shall be sent to their phones to allow access.

What about Security?

When asked about potential security threats, an executive of an international chain mentioned that "you are more likely to misplace your key card than lose your phone, which you check every 5 minutes." Well, that is true. It seems phones nowadays are practically chained to its user. There is a limit, however. For now, only one mobile phone access is given to guests; other occupants are given the traditional key card for use. Another apprehension was raised, "what if the phone is in your pocket, somebody knocks in your door, and you peek at the peep hole, wouldn't that open the door automatically?" They say that one key feature of this is that it needs to be opened from outside the door.

The question now is, will machines eventually replace the human touch? If you ask me, it never will. It may make process more efficient, and appeal to certain target niche markets like Millenials, but the service quality will never replace real service, one that comes from the heart. 

These technologies serve as supplementary innovations that compliment what should still be innate and natural for hoteliers; that is a customer-centric mindset, ready to serve and provide the best service to the ever-increasing demands and needs of our guests.