On a recent trip to Portland, I called the front desk early in the morning and asked the question I so often do: “Where’s the gym located?”
This hotel is a decent size and I am guessing they have roughly 1,000 rooms – and yes, they’re part of a chain. (And no, I don’t usually stay here; I prefer Kimpton Properties. Ask me why!)
And although they are a big chain, I was surprised to hear typing after my question. The gentlemen who answered my call was typing the question into his database and then proceeded to read me the answer.
Are you shitting me?!
Now, I suppose it’s somewhat reasonable to assume that the hotel decided to save some money by consolidating all of their front desk work into a centralized computer. And yes, reasonable again, to assume that instead of training people to give clear, human, and helpful answers, simply instruct them in what to read.
Afterall, why let a human think, right?! Bureaucracy in business 🙂
Now I am a bit different, but I can’t imagine that’s a job you’d want to do. Why not just replace this person now with AI?! I mean, the next step is to have voice recognition replace this pesky worker. After all, the best cog is no cog at all.
Your choice is simple: either do a job where your best judgment is required, or do a job where management will work hard to replace you with someone cheaper. (A disturbing reality in business, right my C-Class readers?)