Guests Say You Can’t Automate Hospitality

4 Min Read By MRM Staff

Ninety-seven percent of U.S. adults don’t want robotic guest interactions in restaurants, and nearly one-third have already skipped a spot because it felt too automated, according to a survey from Harri.“The data shows that humans are the heartbeat of hospitality,” Luke Fryer, CEO and co-founder of Harri, told Modern Restaurant Management (MRM) magazine. “What guests really want is to feel valued and understood. They want someone who can read their mood, handle their dietary restrictions with empathy and make them feel genuinely welcome. A robot can ask how your day is going, but it actually does not care. Guests feel the difference immediately.”

Fryer said the high resistance to robot restaurants now can be attributed to a fundamental truth about dining: people go to restaurants for more than just food. 

“They're seeking connection, comfort and care, things only humans can authentically provide. When 90 percent of respondents say keeping guests happy is best handled…