Technology cannot replace the human touch in the customer experience


The hospitality industry is one in which increased automation does not pose a risk to the future of careers, as customer experience and satisfaction undoubtedly depend on the human factor.

Automation can help improve service efficiency, but it cannot support creating the experience consumers in this industry are looking for. However, with the great prospects there will also be greater competition for positions, which means that potential candidates in the field need to ensure that they can stand out from their peers with a solid qualification, focused on the field. both on theory and practical experience, to their credit. .
“All studies and forecasts also point to continued job creation in this sector, which is good news for those considering this exciting field,” says Erika Theron, Academic Dean of The Private Hotel School, an educational institution. Senior Advtech based in Stellenbosch.

Deon Roets, Academic Director of Capsicum, Advetech’s culinary school, agrees that this opportunity combined with training in the field bodes well for the future of hospitality and kitchen professionals.

“Consumers continue to become more educated and more demanding, and any company in the hospitality industry is well aware of the need for its employees to be professional and efficient in the workplace, and to ensure that visitors valuables receive the best service and the best experience possible, ”he says.

“The hotel industry is not content with expanding internationally. Growth in South Africa remains exceptional, but with more demanding consumers, it is essential that training focuses on the ability of graduates to cope with demanding customers, ”said Roets.

Statistics show that the tourism sector remains one of the fastest growing economic sectors, contributing around 4.5% to total employment in 2015/2016. SA saw a 14% growth in the number of tourists from August 2015 to August 2016 and 1,200 new hotel rooms between July and December 2017. An impressive 20,000 new jobs have been created since 2014.

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