Predicting the Future of Work

Week 1: Predicting the Future of Work

My vision of work in the future continues to be dependent on technology. Specifically, in the hospitality industry, technology will continue to drive further efficiencies and service enhancements.  Computers and software upgrades has improved the productivity in all facets of the industry.  The accounting department can create and update their forecasts and budgets in a fraction of the time, the front desk can monitor and update the room inventory, and reservations can be made from all over the world without a reservation agent through a mobile device or computer. The role of technology is and will continue to be critical to the success of each brand of hotels.  Consumers are no longer considering Wi-Fi as an amenity and are realizing how many uses their mobile device has (mobile check in, unlocking doors, ordering food service) that keeps them connected to the device and technology.  I would consider that these advancements are still in the infant stage in the lodging industry (as Wi-Fi was 10 years ago), but consumers will become even more dependent on these advances and there will become a shift from these services from amenities to must haves.

        The developments of these technological advancements are linear.  However, the degree of uncertainty rests on the adaptability of the consumer.  Will they accept and require these advancements to make them successful initiatives? Marriott, for example, is beta-testing apps to facilitate meeting planner requests and presents their final bill for a signature through the app.  Another franchise company is developing a program to have room service delivered by a robot. Consumers seeing these programs as necessities are yet to be determined.

To succeed, the employees will need to be “technology savvy” to be able to adapt to the ever changing enhancements and also to assist the guests in using these amenities.  For example, as basic as it may be for many travelers, connecting to a Wi-Fi network on various devices (tablets, mobile phones, and laptops) can be challenging for some guests.  For an employee to assist, it requires them to be familiar with accessing settings and ultimately connecting to the desired network on a variety of devices operating on different operating systems.