Despite some recent setbacks, it appears the first driverless vehicles will hit the streets in California as early as next year. Once that milestone is achieved, how long do we think it will take until the first driverless airport shuttle van begins picking up and dropping off guests at a hotel’s front door?
I fear that it won’t be long, given driverless shuttles undoubtedly will be cost-effective. While the hotel industry isn’t immune to disruption by technology, it is a “people business.” Every interaction is important to creating a positive experience for guests, from front desk agents, to housekeepers to shuttle van drivers.
Each provide a “human touch.” While shuttle service exists to move guests to from airports, train stations and other destinations quickly and safely, we know that shuttle drivers frequently are both the first and last employee to interact with our guests. Their interaction creates the first and last impression.
That first impression depends on the shuttle driver’s personality and helpfulness. If the driver is friendly, warm and welcoming, the initial impression is positive. If the driver comes across as indifferent, that first impression will be negative. If you doubt the importance of shuttle drivers, just check the number of times guests single them out on TripAdvisor — often by name.
Certainly, a self-driving airport shuttle van could welcome guests with an audio recording. Makes you wonder how those recordings will be reviewed on TripAdvisor.