Blog Assignment #1

SUMMARY

For my first blog assignment, I read a Hospitality Technology Magazine article entitled “Self-Service Success”. This article focuses on ways to successfully implement self-service technologies in food-service and lodging operations. The author, Mary L. Carlin, states 10 strategies that owners should take into consideration when making the transition to self-service. A summary of these strategies is as follows.

The overall business plan should be considered when switching to self-service. This means that prior to the introduction of self-service, one should thoroughly think through all of the ways that it will influence the business. Besides thinking about how self-service will affect customers and employees, the business should also ensure that the self-service will be fully compatible with the existing POS (Point-of-Sale) and PMS (Property Management System). The employees may be hesitant about the self-service at first, thinking that their jobs may be in jeopardy, but by ensuring them otherwise, you can encourage employees to promote the use of self-service.

In terms of the technology itself, the kiosks should be placed in an appropriate location. If kiosks are placed close to the front desk, employees can more easily provide assistance to the customer when needed. During the beginning stages of implementation, it may be useful to designate employees to greet customers, guide them to the kiosks, and walk them through the process.

Overall, the article provided valuable advice to hospitality operations considering the implementation of self-service. To view the entire article, visit http://www.htmagazine.com.

Carlin, Mary L. Self-Service Success. Retrieved March 1, 2008 from http://www.htmagazine.com

URL: http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=MultiPublishing&mod=
PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=4&id=42A774DE6D9E
4228B2674F0373BE430D

REFLECTION

I found this article very useful. As the demand for technology grows, it is very important for owners to be aware of the correct and incorrect uses of technology. The existence of Hospitality Technology Magazine alone suggests the importance of technology in the industry today. The beginning of the article stated that customers are often more determined to use self-service technology than owners are to implement it. Upon viewing articles such as this one, that provide helpful advise, owners may be less reluctant to introduce self-service technologies.

While the suggestions made in the article may seem obvious, such fundamental issues are often overlooked. The arguments made by the author reinforced everything that I have learned as an HRIM student. She stressed the importance of pre-planning, communicating with employees and customers, providing optimal service, and using technology to maximize revenue. All of these are tools for success in the hospitality industry. The article makes a statement not only about self-service technology, but also about how to be successful overall.