Hospitality has never had more technology.
So why does service feel less personal than ever?
Apps. Algorithms. AI. Chatbots. QR codes. Automated requests. All designed to make service faster. But somewhere along the way, we confused efficiency with connection.
I started my career parking cars, carrying bags, answering phones, working front desks, and eventually becoming a concierge. I learned hospitality from the ground up.
And after 25 years, I know one thing:
Real life doesn’t fit inside an app.
A client asks for a dinner reservation. Then the time changes. More people join. Someone has a dietary restriction. Transportation is needed. Plans change again.
What technology sees, and what people see
An app sees transactions. A great service professional sees a relationship.
An algorithm can recommend a restaurant. A concierge knows the general manager.
An app can tell you something is sold out. A relationship can sometimes open a door.
Technology can process the request. Experience knows who to call when the request changes.
I’ve watched concierge desks disappear and experienced service professionals replaced by call centers and automated systems. At the same time, companies are spending millions trying to recreate “personalization” through technology.
The future is high tech and high touch
The answer isn’t going backward.
Technology should make great people more powerful — not replace the relationships that make great service possible.
Because when something really matters, people still call someone they trust. Someone who knows them. Someone with relationships. Someone who can simply say:
“I’ve got you.”
That is the Human Algorithm.
And that is exactly what I’m building with Scierge.
— Chris Hammett, Scierge