Professor Jones explores the final of three “flux superpowers” drawn from April Rinne’s book Flux: “Be All the More Human.” He challenges interns to embrace technology not as a replacement for people, but as a tool to enhance empathy, emotional intelligence, and meaningful service. A powerful reminder that high tech and high touch must go hand in hand in hospitality.
Key Takeaways:
- Interns must understand that technology is a tool, not a substitute for the human element — service still depends on relationships, empathy, and listening.
- Developing digital intelligence (DQ) — interpreting and applying technology meaningfully — is just as important as technical skill or emotional intelligence.
- Embracing automation of routine tasks can free up time to focus on connection, care, and thoughtful interaction with guests and colleagues.
- Interns should reflect on their yin and yang balance: collaboration vs. control, presence vs. screen time — and how it affects their professional relationships.
- The ability to humanize technology use — through empathy, coaching others, or using data to enhance guest experience — will distinguish future leaders in the industry.
