Over the past two years, we’ve been talking a lot about how different technologies are facilitating operations across hospitality – everything from loyalty management to business intelligence programs. In the last six months, we’ve been talking a lot about how AI specifically is factoring into hospitality operations, and how it can be applied to make better business decisions, tap into new business opportunities and help cut costs.
There’s a fair amount of valid pushback as to how AI will play into the business landscape, its environmental impact and whether its utilisation will impact jobs for real-in-the-flesh humans. Many proponents of these technologies point to the fact that AI utilisation can enhance operations, taking on the gruntwork and free up people for more creative, big-picture thinking, as well as creating more time and opportunity for more valuable interactions with patrons.
Recently, I got to spend 24 hours in Melbourne, and a couple of on-premise experiences affirmed for me that no amount of tech can replace a personalised interaction with venue staff.
First up was award-winning bar Caretaker’s Cottage, where I was greeted at the entry by staff. While they got a couple of seats ready for us, I heard the same staff member warmly farewell a small group of interstate tourists who were checking out the bar. They reminisced about some venues they had loved on a recent trip to London, and mused on where they should go to next while in Melbourne. The staff member was quick to recommend another nearby bar and restaurant, based on what the trio enjoyed in London.
These experiences with staff are truly what made our visits to both venues stand out.
Shortly thereafter, we were led to our seats inside, where we got to enjoy some delicious cocktails and listen to the Caretaker’s Cottage crew interact with multiple guests in much the same way. It immediately lifted the mood and you couldn’t help but be friendly and cheerful!
Side note – massive shout to head bartender Caro Hajncl, who we got to watch make cocktails and somehow do some vinyl DJing at the same time. What a show!
Next up was dinner at Gimlet, where we were sat at the counter, and got to watch the kitchen crew create some culinary magic up close. Our waiter was introduced to us and kept a personal and witty banter going all night, riffing off our experiences throughout the day. Sat in front of the pastry chef, we got to admire her work close-up including some fun caramelisation with a blow-torch while she cracked jokes.
These experiences with staff are truly what made our visits to both venues stand out. The décor, food, cocktails, music, food and vibes at both venues were immaculate. But those things are all top-notch at a lot of bars, pubs and restaurants across Australia (we really are spoilt for choice on the hospitality front). What makes a going-out experience exceptional are the interactions with the staff.
Nothing about the interactions at either venue was rote or rehearsed. There was a genuine warmth and an innate curiosity towards the guest, and a clear desire to ensure that every person who chose to spend their hard-earned dollars was having a good time.
No AI code can beat that.
Image caption: Caretaker’s Cottage staff
