tag:blogger.com,1999:blog-550644928710399345.post5023705905416446789..comments2024-03-27T05:15:09.261-07:00Comments on Linchi Kwok, Ph.D.: Renaissance Hotels Replaced Concierge with “Navigator”Linchi Kwokhttp://www.blogger.com/profile/07442479571857032065noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-550644928710399345.post-33815027432786346082011-01-30T11:00:53.246-08:002011-01-30T11:00:53.246-08:00While I'm sure this is a more efficient way to...While I'm sure this is a more efficient way to consolidate job positions and run the establishment more effectively, I'm not completely sold on the idea because I believe it is contributing to the growing trend of replacing human work with a computer. For now, they still have a human to speak with and get information from; but with the mobile app (which is definitely very convenient), I think it is only a matter of time before the navigator is no longer a job position. Furthermore, not only will a computer replace many of these duties, but for those hotel guests who would still rather speak to a human, it will require front desk personnel to get more training/also be able to take on many of the roles of the former navigator. While I strongly support technology and progress, hotels are essential in the hospitality business, and I believe hospitality means getting personal attention and having human interaction. Of course a phone or computer can tell you where to go and give you reviews, but nothing can beat having a navigator or concierge tell you about their favorite dish at their favorite restaurant and give you recommendations that come from the heart; not just data in their brain. I just hope this doesn't transform more than just the Renaissance because if it goes too far, hospitality and human resources could be dying industries.Unknownhttps://www.blogger.com/profile/07113521657310690779noreply@blogger.com