The Quiet Ways Automation Is Remaking Service Work

The Quiet Ways Automation Is Remaking Service Work

Hotel workers march in front of a Marriott hotel in San Francisco in October. When blue-collar workers go on strike, demands like wage increases and better hours are usually the objective. But when nearly 8,000 Marriott International employees marched outside hotels for two months in late 2018, one request stood out among the rest: protection against the automated technology that’s remaking the hotel industry.

Marriott employees are right to worry. Over the past few years, the service industry has started hacking worker schedules by outsourcing human duties to machines. Automated experiments include robots that take over bartending and salad-making duties […]

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