Tech Meets Touch

Sandeep Ahuja, Global CEO, Atmosphere Living, spotlights on the role skilled talent plays in balancing high-tech service with the human touch in hospitality.

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Think about entering a hotel lobby where check-in is done at a smooth touchscreen kiosk, the virtual concierge books your dinner, and your room senses the temperature based on your last stay’s setting. It’s convenient, it’s efficient, and it’s unmistakably flashy.

But as the hospitality sector becomes more and more enamored of such high-tech fixes, one basic question: Where is the human element?

Hospitality has always been about producing memories, and at the heart of those memories are the staff members that bring them about. Technology may make operations more efficient and raise the bar for service delivery, but it cannot match the feel of a genuine smile, the compassion in dialogue, or the care of an adequately trained employee. Talent is the magic ingredient that bridges high-tech services with a genuinely warm experience.