In this episode, Accelerate Host Rob Grimes has an insightful conversation with Jim Knight about the hospitality industry, focusing on the intersection of culture, technology, and customer service. They examine how new technologies like online ordering and handheld devices can improve operations but also potentially hinder the guest experience and company culture if not implemented thoughtfully. Jim draws on his extensive background in hospitality training, and his roots as a rock musician and middle school teacher, to provide perspectives on maintaining high service standards and connections with guests in an increasingly tech-driven world. They explore ideas like customized tech training for different generations of staff, making devices visually familiar, and using tech to enable employees to focus more on customer relationships. Overall, a thought-provoking dialogue about adapting hospitality's people-first mentality to the digital age makes this a must-listen episode of Accelerate.