Author: Lyn Rogers
In late spring of 2021, when most of the U.S. was just starting to shake off the weight of the pandemic, my partner and I finally took a multi-night, out-of-state trip—the first one in over a year. I felt a mix of excitement and nerves as we made our way to South Carolina. After being stuck at home for so long, traveling again felt strange. But then we walked into a winery tasting room, and everything changed.
An associate greeted us with a big grin and a friendly Southern drawl. “Where are y’all visiting from?” he asked, not like he was just doing his job, but because he was genuinely curious. That simple question put me completely at ease.
Moments like these can be critical for guests, especially those in new places. Whether it’s a weary traveler seeking comfort after a long trip or a restaurant guest stepping out of their comfort zone to try an unfamiliar food for the first time, friendly exchanges with staff are grounding and welcoming. They remind us why real human interaction in hospitality matters so much. It’s not just about being polite or helpful, it’s about creating a connection that turns an ordinary experience into something special. Apps and algorithms just can’t do that—at least, not yet.
The Power of Human Connection
We’re simply wired to connect. Science backs up what I felt that day at the winery and what many people feel every day in hotels, restaurants and retail stores: human connection makes a difference. Oxytocin, affectionately known as the “love hormone,” can be released during moments of meaningful social interaction. This neurochemical boost makes us feel a sense of comfort and belonging.
Additionally, social interactions are associated with reduced stress levels, increased happiness and improved overall health. Think back to the last time a smile from a server or a suggestion from a bartender brightened your day. These are powerful moments that make us feel valued. There’s a difference between a good interaction and a subpar one, though, and that comes down to authenticity and heart. Customers know it’s a clerk or host’s job to be welcoming, but when interactions lack authenticity, they are quite offputting. A rushed or disinterested response can make a guest feel like an afterthought, reminding them that they’re just one of many customers being served.
Filling the Void
What makes social interactions so impactful? Often, they address a deeper human need. When so many of us are distracted by screens or tied to busy schedules, hospitality offers a rare chance to slow down and connect with others.
During and following the pandemic, this need for connection became more apparent than ever. After time in isolation, we all started to realize just how much little interactions mattered—like chatting with the barista who actually remembers your order, or having a hotel clerk make you laugh after a long day of travel. It’s those moments that make the world feel lighter.
I’ve seen this firsthand during my years in retail. People are often starved for connection. Of course there are customers who want to “get in and get out,” on a mission to check an item off their list, or those who are shopping with friends as a social outing. But even before the pandemic, there were customers who lingered at the register or struck up conversations that clearly stemmed from a deeper need for interaction.
Technology with a Personal Touch
Technology undoubtedly plays a significant role in modern hospitality, with AI and automation streamlining processes, saving time and making things easier for guests. Actions like checking in or ordering room service through an app make life incredibly convenient. But convenience alone doesn’t create loyalty or make someone feel truly seen. The true magic of hospitality happens when human connection is layered on top of the efficiency that technology brings.
I’ve stayed in sleek, high-tech hotels with all the bells and whistles, but the experiences that stand out aren’t about technology. They’re about people: the bartender who shared a story about a ghost in the attic while crafting a perfect cocktail or the housekeeper who left a handwritten note wishing me safe travels. These small, authentic touches stay with you long after you leave.
The Heart of It All Guests might come for a meal, a hotel stay or a glass of wine, but it’s the warmth of the staff that makes them feel truly welcome. Human interaction creates a ripple effect that has an impact on everyone involved. Read more about its benefits for workers within the industry.