S3Ep3:The Human Touch: Rethinking Tech in Hospitality Workplaces

In this episode, host Dr. Lauren Siegel, joined by Dr. Rami Shamseen, interviews Dr. Agnieszka Rydzik (University of Lincoln) about her research on how increasing use of technology in hospitality affects workers’ experiences, especially since the pandemic accelerated tools like QR-code ordering and self-service systems. Drawing on dozens of interviews with workers and industry stakeholders, she discusses how technology can intensify work, reduce staffing, create new pressures when systems fail, and shift customer frustration onto employees, often without enough training. Agnieszka also explores how these changes can reduce meaningful human interaction with customers, coworkers, and suppliers, contributing to disconnection and stress, while affecting workers differently by role and workplace. 01:25 Pandemic Tech Acceleration03:57 Defining The Research Focus04:35 Peak Times Staffing Pressures08:09 Training And Tech Troubles09:48 Why Hospitality Matters12:03 Tech Reduces Human Connection14:05 Invisible Workplace Tech Shifts17:00 Gen Z Tech Reality 17:34 Human Connection Over Apps18:01 Worker Centric Tech Rethink18:29 Hospitality Futures Tool20:39 Bartender Audio Narrative22:19 Dehumanization and Manners29:01 Guidelines for Better Practice