Hi-Touch Vs. Touch Screen

Summary

In this article, "Hi-Touch vs. Touch Screen" they resume the debate of whether technology will or can replace a human connection in hotel lobbies. They discuss kiosks mainly which make a speedier check-in process for the guest but also does not make for a personal experience. Many esteemed individuals in the hospitality industry are interviewed about and considerations one must think of when thinking of using kiosks in their hotel. Many say that placement of the kiosk is important as well as whether the staff supports it and can help the guest with any technical issues that may arise when using the kiosk. How the technology is introduced also plays a large factor in how front desk agents accept the change. Jim Bina, IT director of Rosen Hotels & Resorts, says "A kiosk in my environment will reduce staff, and just give a guest options." This can be a threat for employees and most professionals agree that you must maintain a welcoming front desk in addition to a kiosk to accommodate all guests. The location of the hotel and the clientèle also become an issue when choosing whether you should have a quick check-in kiosk. Sometimes this idea is perfect for business travelers who are on-the-go but not necessarily for those elderly leisure travelers who are technologically impaired. Hyatt Hotels has created a new quick check-in option that is available through blackberries and online, so when they arrive at the hotel they just have to swipe a credit card at the kiosk and their room keys are dispensed.

Reflection

I thought this article was very interesting in many different ways. Whenever I have been presented this dilemma between hi-touch and touch screen it has been broken down in a very black and white way. Professors say, most people like kiosks as an option except elderly people who tend to be against change especially technological change. This article, I felt showed kiosks in a different way. They discussed its affect on the employees, the guests, and the many issues that have its affect on its acceptance. I agree that kiosks should be presented to the employees as an alternative for guests who are hurried rather than a replacement for their jobs. Its process and inner workings should also be discussed with the employees so if any problems should arise they are well-versed in solving it. I agree with the article that for some people kiosks are a great addition to their stay while some would rather have a personal connection with someone. I had never heard one of the advantages of kiosks to be security in the sense of privacy with the room number and the less handling of credit cards. I hadn't looked at the issue in that light and now see another possible reason for the increase of kiosks.

Carlin, Mary (2/19/2008). Hi touch vs. touch screen. Hospitality Technology, Retrieved 3/9/08, from http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=4&id=1F14B173AACB4D08A3834FA59A12B66D