RISK PROBABILITY BASED ON THE SEMINAL FREY AND OSBORNE STUDY
Professional Group characteristics and similar occupations
Client Information Workers
Client information workers provide or obtain information in person, by telephone or electronic means such as email in connection with making travel arrangements, describing the products or services of an organization, registering and greeting guests and visitors, making appointments, connecting telephone calls and collecting information from survey respondents or applicants for services (ILO, 2018).
- Travel Consultants and Clerks
- Contact Centre Information Clerks
- Telephone Switchboard Operators
- Hotel Receptionists
- Inquiry Clerks
- Receptionists (general)
- Survey and Market Research Interviewers
- Client Information Workers Not Elsewhere Classified
Hotel receptionist activities has already been largely changed by internet and it has been for some years now that the largest part of accommodation reservations is done through online booking portals. Many hotels have booking and rooms managing programmes that are linked to web portals and thus it is easier and quicker to check availability. Also digital room keys are more common (BENBRIA , 2016).
On the other hand, no machine will ever substitute a warm welcoming smile. A human contact may make you feel home even if you are miles away. Hotel receptionists need to invest in training on interpersonal communication. A study by the International Journal of Contemporary Hospitality Management found that customers felt wary of the introduction of the new systems because they believed hide comfort cutting motives. However, if the clients perceived the changes as an augmented customer experience then there was no stigma and discomfort (Dataconomy, 2016)
In Hilton McLean Hotel in Virginia, the visitors are introduced into the hotel by Connie, a little nice concierge robot. Connie is able to answer client’s questions regarding places to visit, to give directions and information of restaurants, parks, and local services.