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Balancing hotel guest customer service with technology

The combination of technology and staff is designed to improve guest service, however recent research from the Center for Hospitality Research at Cornell University suggests that service technologies can impede development of employee-guest rapport and lead to lower service evaluations. For example, a kiosk might help guests check in and get to their room faster, a feature which could certainly improve a guest’s satisfaction. The popular theory is that if the front desk is busy, guests will most likely be happier if they move ahead with an electronic check-in process.

Read more about the study here.

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