Is Technology Taking Over Hospitality? Insights from a CEO's Bengaluru Hotel Stay

Ananya Narang, CEO of the content-as-a-service platform Entourage, recently had a distinctive experience during her stay at a Bengaluru hotel that sparked a conversation about technology's role in the hospitality industry. Instead of interacting with front desk staff, Narang was greeted by a virtual receptionist, raising questions about the future of customer service in this sector.

In a LinkedIn post, she shared her surprise at finding just two security guards and a few technicians on site. The check-in process was entirely managed through a laptop interface, with the virt
ual receptionist conducting transactions via video conferencing. Narang described the experience as a “Peak Bengaluru moment,” noting that such an approach isn’t yet common in India and felt more akin to a Silicon Valley startup than a traditional hotel.
For hospitality experts, this virtual receptionist model offers a way to oversee multiple properties from a single location, minimizing the need for on-site staff and reducing operational costs. Narang included a snapshot of the virtual interface in her post, inviting discussions about the advantages and drawbacks of such technology in enhancing customer service.