Often recognized as India’s technology hub, Bengaluru has once again showcased its reputation for innovation. Ananya Narang, CEO of Entourage, recently encountered an unexpected high-tech experience during her stay at a local hotel. Instead of traditional front desk staff, Narang was greeted by a virtual receptionist. Her reaction, shared on LinkedIn and X (formerly Twitter), described the moment as a “Peak Bengaluru” experience and quickly sparked a debate online.
Narang recounted how, upon arriving at the hotel, she found only two security guards and a few technicians on site. The check-in process, concierge services, and other guest interactions were all managed remotely via video conferencing by staff located at the hotel’s head office, simultaneously overseeing multiple properties.
“Peak Bengaluru Moment – A Virtual Receptionist. Once I checked in, I realised the hotel had no staff except 2 security guards and 1-2 technicians. Everything was coordinated via trained hospitality staff sitting at their head office simultaneously managing multiple properties. You’ll see this nowhere in India yet, except the Silicon Valley,” Narang wrote in her post.
The post quickly went viral, stirring up a mixed response on social media platforms. While some users praised the technological advancement as a step towards the future, others expressed concern over the potential loss of the human touch in hospitality.
One user commented, “Wow, that’s amazing! I guess the hotel staff is now just a click away. Who needs a physical receptionist when you can have a virtual one? Welcome to the future of hospitality.”
However, not everyone was as enthusiastic about the change. Some users questioned whether technology could adequately replace the human connection that has long been integral to the hospitality industry.
“While technology may seem amazing, hospitality cannot be expressed virtually. For me, this is more like a call centre executive who is following a script. Going this way, one can install a self-check-in kiosk or a robot. We need to understand the hospitality business is a human-centric business and cannot be expressed virtually. While one may be jumping technology, we need to remember the same technology can eat your job tomorrow,” another user pointed out.
Another user echoed these concerns, adding, “People need to understand that the most crucial component of hospitality is the human connection. This is an example of shoehorning technology in a way that’s not a good fit.”
Some were more pragmatic about the changes, suggesting that while technology can enhance the experience, it may never fully replace in-person interaction. “This is interesting. Will be new normal but in-person thing is always special. You get to check the vibe and service priority,” one user remarked.
However, not everyone agreed. “This is zero hospitality,” a critical user noted, underscoring the divide in opinions.
