Given the proliferation of self-service stations at airports and grocery stores, it’s not surprising to see self check-in station at hotels. Here at the Rosen Hotel in Orlando, the self check-in stations are located near the check-in desk. As I approached one of the stations last night to check-in, a women behind the counter said, “I can help you”. She was efficient and professional. She sensed this was my first time at the hotel and helped me find the elevators. She told me about the free internet and spa. She even suggested a restaurant close by.
I’m not sure what I think about these computers taking over for people. Although they can make the whole process more efficient when a line starts to form, it’s one less opportunity for the hotel to connect with their customer. The self check-in stations might get the job done but I can’t imagine they are able to connect with a customer like another human can. They can’t read that I might feel a little bit lost and guide me to the elevator. And they can’t give anyone a warm, happy to have you here, smile either.
In the near future, will most entry level greeter/admin type jobs be handled by a computer station?
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