Does technology threaten to take the hospitality out of the hospitality industry?

'Smart tables' are one of several technologies changing the restaurant and hospitality industry.

There were apps for puzzles, games and one to read the news. The menu app showed pictures and ingredients of every item. We could order lunch with a few taps of our fingers. When we were finished, I could tap the payment app, enter my credit-card information and walk out the door without having to get our server’s attention and wait for her to bring the credit-card machine.

Self-check-in kiosks at hotels and apps that allow people to order and pay at restaurants and bars attract customers who want convenience, Fisher says. But technology also helps cut costs by reducing staff and speeding up the rate at which customers come and go.

“In one way, technology is putting the hospitality back into hospitality,” she says. “The service experience can now be focused in on more of the personal elements as opposed to the transactional elements.”

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