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Apa 6 - Self Service

The document discusses the increasing adoption of self-service technology in the hospitality industry, particularly mobile check-in and keyless entry systems, which enhance guest convenience and efficiency. While these technologies provide benefits, concerns about security and reduced human interaction persist. The need for balancing technological advancements with interpersonal communication is emphasized to maintain guest satisfaction.

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20 views4 pages

Apa 6 - Self Service

The document discusses the increasing adoption of self-service technology in the hospitality industry, particularly mobile check-in and keyless entry systems, which enhance guest convenience and efficiency. While these technologies provide benefits, concerns about security and reduced human interaction persist. The need for balancing technological advancements with interpersonal communication is emphasized to maintain guest satisfaction.

Uploaded by

e.strategicvisions
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Running Head: SELF-SERVICE TECHNOLGY 1

Self-Service Technology: Mobile Check-In and Check-Out

Name

Institution

Course

Professor

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Running Head: SELF-SERVICE TECHNOLGY 2

Over the years, there has been a high adoption of self-service technology in all the

departments of hospitality, which enhances guests’ efficient, convenient experience. They are

used in many spheres, from the check-in kiosks at hotels to the applications that help guests

control their stays. Implemented as cost-efficient and service differentiation strategies, self-

service options are popular among generator-savvy guests who enjoy the measure of control

these technologies afford (Shiwen, Kwon, & Ahn, 2021). However, some clients may be

reluctant to interact with such technology because of such issues as security and lack of human

touch.

An excellent example of self-service technology is mobile check-in and keyless entry

systems. Such systems allow the client to skip reception and open the door of their room using

only their phone (Das & Chandigarh Philosophers, 2024). This technology improves the

convenience and speed of managing arrivals for guests, presenting them with an increased

number of choices in this aspect. But it also has some concerns about security because using the

digital keys may also be at risk of hacking or technical problems (Das & Chandigarh

Philosophers, 2024). Therefore, competition and the challenge of providing high security that the

guests expect entail the strengthening of security measures.

In conclusion, the application of this technology means the change of the

comfort/convenience paradigm in relation to people’s interaction within hospitality. Despite

helping to manage processes and, therefore, lessen wait times, this form of management can also

limit the interactions between those being served and the servers. Such a transition calls for the

search for new approaches in order to sustain interpersonal communication as a fundamental

element of service provision despite the technological background. By maintaining this balance

more effectively, the craze for self-service technology can be embraced along with improving
Running Head: SELF-SERVICE TECHNOLGY 3

guests’ satisfaction.
Running Head: SELF-SERVICE TECHNOLGY 4

References

Das, M. P., & Chandigarh Philosophers. (2024, March 30). Technology and

Guest Experience: Innovations Reshaping Hotel Management.

Retrieved from ResearchGate website:

https://www.researchgate.net/publication/379411864_Technology_and_

Guest_Experience_Innovations_Reshaping_Hotel_Management

Shiwen, L., Kwon, J., & Ahn, J. (2021). Self-Service Technology in the

Hospitality and Tourism Settings: A Critical Review of the Literature.

Journal of Hospitality & Tourism Research, 46(6). Retrieved from

https://www.researchgate.net/publication/348653221_Self-

Service_Technology_in_the_Hospitality_and_Tourism_Settings_A_Critical

_Review_of_the_Literature

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