Hotel Workers Fret Over a New Rival: Alexa at the Front Desk

Excerpt from this article:

How many jobs will technology take out? Hoteliers have yet to figure out how guests will react to a more tech-heavy experience. A Marriott spokeswoman said in a statement that the chain was not deploying technology to eliminate jobs but was “personalizing the guest experience and enhancing the stay.”

Cliff Atkinson, senior vice president for hospitality at MGM Resorts, said new technologies had changed job descriptions at properties across his chain but had not eliminated jobs. Front-desk clerks displaced by automated check-in kiosks are deployed as “lobby ambassadors” or concierges.

Advertisements