How technology influences customer service in the Hospitality Industry

Technology can be seen as an important aspect in improving customer service in the hospitality industry. This may be because technology and the hospitality industry are both growing and improving overtime, so this may make it easier for the hospitality industry to apply it to their businesses. However since the recession, the hospitality industry has taken a standstill, whereas technology is still improving. An issue managers may have with this is, is that if they can not afford to buy the new technology to improve their business than they need to find a way to keep their business going at an appropriate level. However technology could be seen as taking over the whole purpose of customer service. As in the hospitality industry you expect to be taken care of, however with new technology coming out such as self service equipment, are customers getting the same satisfaction as before?

       Technology improves customer service as it makes it easier from the employer to do their jobs. For example in pubs etc. just from having touch screen tills has made it easier for them to communicate and take orders from customers. Also it helps keeps records of all documents, for example some touch screen tills in restaurants allow you to print off receipt that tells you what the customers have ordered. These are issues that managers need to take into account, as by getting the appropriate technology can depend on how well your employees deal and serve the customers. For example if they had slow machines than this would affect the way the customers are being treated. As in with fast food restaurants, when they have a drive through, depending on how good their communication equipment is, depends on how quickly they can get the food out to them. However with services like this, the customer could end up being un-satisfied as Bob Sandelman, president of foodservice research firm Sandelman & Associates said “It can be very disconcerting to the consumer if there is a problem with the order, they either have to turn around and go back or be satisfied with what they got.”

       This is an issue that managers have to look into, as society is growing quickly and will be expecting more services out of the hospitality industry and technology will be one of the first things they look at, when seeing how well the customer service is.