What was the impact on the hotel front desk during the epidemic?

Impact: During the epidemic, hotels have promoted non-contact services, and the number of front desk posts in hotels has decreased.

For example, Marriott recently announced that it will adopt contactless technology from check-in to concierge and dining (breakfast now comes from vending machines). Applications based on cloud computing will also help single hotels simplify customer service.

But this is not the end of the front desk.

For those hotels featuring customer service, the front desk will not disappear, but will consider better service according to the safety of the current epidemic, so that they can serve customers more sincerely. The hotel front desk is also an important person who makes a good first impression on the guests. Mobile phone keys and modern self-service check-in machines can only replace part of the work.

People's desire for face-to-face communication will never disappear, so it is most likely that hotels adopt a mixed mode, with both self-service desks and on-site service personnel, while those hotels at the forefront of technology may adopt a fully automated experience.

The core of hotel experience has always been to provide personalized service, which is one of the biggest characteristics of this industry. Face-to-face personalized service is still very important, and a warm first impression will never be out of date.