About the webinar:
The hospitality industry is service driven, characterized by a high degree of customized interpersonal interactions and manual labor. While its guests, or external customers, are largely the focus of technology integrations, it is the staff, or internal customers, who drive operations and experience well-being effects of rapid technological change and implementation. There are an increasing number of operational systems dependent on technology in the industry, yet technological adoption for the betterment of health and safety of frontline workers offers both promises and perils. In this session, we will present two innovative technological initiatives recently adopted by the hospitality industry: wearables for well-being and service robot deployment. We will share our research findings that inform best practices for frontline worker technology adoption readiness and will discuss the more hidden considerations of personal data ethics when technological solutions are brought on to address hospitality business challenges. We will conclude by offering general considerations for technology design and implementation from a worker mental health standpoint.
