Forum: In our quest for productivity, don’t forget the human touch

Singapore’s food and hospitality sector is changing quickly. Many restaurants now use self-ordering systems, QR-code menus and automated kitchens, while hotels roll out mobile check-in, digital concierges and even service robots to cope with manpower shortages and rising costs.

These tools help businesses stay viable and can make operations more efficient, but as a diner and hotel guest, I sometimes miss the personal touch – a staff member who can explain the menu patiently to an older customer, or a receptionist who notices when a traveller looks lost. Digital skills must be combined with strong customer service, not replace people entirely.

I hope food and beverage operators and hotels will design their “smart” systems with seniors and less tech-savvy guests in mind – for example, by keeping at least one manned counter, having staff on hand to assist with ordering kiosks, and training workers to use technology to serve customers better rather than simply cutting headcount. 

This way, the sector can move towards higher productivity and sustainability while still offering the warm, human service that makes Singapore a welcoming place to eat and stay.

Madan Kishor