Empathy vs Automation: What Should Stay Human in Hospitality?

In this episode, we move beyond efficiency metrics and ask a more uncomfortable question: can technology truly replicate the human side of service? With insights from fine-dining professional Benjamin Yong, we explore emotional intelligence, service recovery, and the invisible labor that defines great hospitality.

The future may include robots — but what must we protect to keep hospitality human?

Music credit: "West in Africa" by John Bartmann is licensed under a CC0 1.0 Universal License.