Between technological devices and interpersonal relationships in hotel reception

Abstract

The greatest interaction between the guest and the hotel staff occurs at the hotel reception, from their arrival to their departure, contributing to the formation of perceptions and feelings for both the guest and the staff. However, artifacts such as robots and artificial intelligence have altered operational processes, affecting relational dynamics in the hotel environment, especially in its social and emotional aspects. Given this, the scope of the research that gave rise to this article was to "discuss and analyze published research articles, in the format of scientific articles, that addressed the themes reception and hotel. Articles specifically on these topics were selected, found in the Web of Science database, which were examined using literature review techniques, of the narrative type, with a qualitative approach. Through syncretic, analytical, and synthetic readings, two thematic blocks were established: 1) Technological Apparatuses; and 2) Interpersonal Relationships. From block 1, four categories of analysis were defined: technological changes in hotel reception; interactions between humans and robots; ethical issues in human work; and effects of changes and trust in services. And from block 2, four other categories of analysis were defined: demonstration of courtesy; reception of people and social effect; customer autonomy; and quality service. Generally speaking, the results showed that instrumental service prevails, given the advancement of automated means, which reverberates in the hotel’s reputation and the distancing from the concept of hospitality from a socio-entropological perspective.