The hospitality industry, by nature, relies on face-to-face interactions and building relationships with patrons. However, with increasing reliance on technology, hotels are now being forced to keep up with the trend, by implementing features such as keyless room entry and mobile check-ins. This technology must be managed by specialists who handle social media, Wi-Fi, and retail components, with more hospitality businesses hiring for these positions. This technology, while convenient for the customer, has its drawbacks. Disgruntled guests can damage a hotel’s reputation by posting their negative experiences on social media, and missing the opportunity to establish a rapport during mobile check-in or check-out can hinder the sale of extras, additional packages or amenities. While technology can simplify or accelerate certain tasks, it must not replace the friendly and personal service that hotels have always been known for.