Courtesy of Alan Young, a very interesting survey by Deloitte on how hoteliers are handling labor shortages.

In my view, the most interesting take from this survey is that only 50% of hoteliers think that adopting new technology is a viable approach to dealing with labor shortages.

In the same time, 79% of hoteliers are ready to reduce or eliminate services and amenities to deal with the same issue.

This is rather counterproductive, don’t you think? Adopting technology empowers employees and improves customer service, while eliminating services/amenities worsens customer service.

Only through accelerated investments in technology - cloud, mobility, AI, robotics, IoT and other next gen technologies can the hospitality industry reduce staffing needs and unsustainable labor costs, and “appease” the exceedingly tech-savvy guests and their exceedingly high tech expectations.

Using the latest technology solutions, fewer, well-trained and well-paid hotel employees can provide far better customer service, which currently the poorly paid and trained employees, overwhelmed by labor shortages and mundane, repetitive tasks simply cannot provide.

Max Starkov
Hospitality & Online Travel Tech Consultant & Strategist

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