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For customer-facing hotel employees with the right personality traits (friendly, outgoing, positive attitude), if they spend hours a day doing tedious administrative tasks, it’s a disservice to their talents (empathy, communication skills, problem-solving skills) Ability, adaptability) waste.
The concierge role is a great example. Typically, one-third of the requests the concierge receives are for restaurant reservations, and most require no special intervention to secure a table with a view. This is where API integration with table management systems enables instant and automated bookings, and the same applies to transportation requests.
Especially in luxury settings, such technology does not replace the concierge’s role but rather complements it. The concierge has created many high-touch miracles (private museum visits; sold-out concert tickets) that are only possible thanks to the personal connections the concierge has built over the years in his little black book.
With this system that can be applied to more hotel functions, a hotel may only need to hire two concierges instead of four or five. Technology and humans run in parallel, with automation allowing employees to perform only those tasks that bring them the most job satisfaction and add real value to the business.
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