Originally Posted by The Road Goes On Forever

While I can't say that I've seen it, it's not surprising. Most calls/visits to the front desk are for information that is already easily available to the guest, but they don't want to search so they call instead. Staffing levels from 2019 until now are way down and they're only going to get cut more. Anything the industry can use to reroute you away from the progressively fewer people to staff a property, in their eyes, the better. People on this site post all the time about how five or ten years ago staffing for, fill in the blank of your choice, was better than it is now. Ten years from now, you'll be saying the same thing about the front desk/trying to reach someone on property without having to go through a layer or two of the app/automation/AI.