In an era of technological advancement and automation, the hospitality industry has seen the emergence of self-service check-in kiosks at hotel receptions. While the allure of efficiency and cost-saving measures may be tempting, it is crucial to recognize the irreplaceable importance of experienced staff in maintaining service excellence. The human factor, characterized by personalized attention, empathy, and problem-solving capabilities, remains a cornerstone of the hospitality industry. Let’s see why hotels should prioritize retaining their experienced staff over implementing self-service check-in kiosks (although they can be a good backup plan to decongest lobby’s during peak arrival time).