Robotics is quickly gaining importance in the hospitality industry. With uses ranging from artificially intelligent(AI) chatbots for customer service processes to robot assistants to improve guests’ experience, the hospitality robots market is expected to grow from $295.5 million in 2020 to $3083 by 2030.
In today’s fast-paced hospitality industry, robots can provide a more cost-effective and efficient business solution. This article will delve into the latest trends in robot technology in the hospitality industry.
🔑Key Takeaways
- The hospitality industry is experiencing a significant shift towards robotics and artificial intelligence, with a projected market growth from $295.5 million in 2020 to $3083 million by 2030.
- Robots in hospitality offer advantages like efficiency, cost-saving, 24/7 availability, consistency, safety, and novelty. Still, they also have disadvantages, including a lack of personal touch, limited adaptability, initial costs, technical issues, and potential guest resistance.
- Current uses of robots in the hospitality industry include AI-powered hotel chatbots, reception, housekeeping, room service delivery, waiter, cooking, and security robots.
- Robots are employed for various purposes, such as handling customer inquiries, speeding up check-in processes, cleaning, delivering room service, serving in restaurants, and cooking meals.
- The future of robots in the hospitality industry holds promise, with advancements like increased AI integration, virtual reality, Internet of Things (IoT), and augmented reality expected to enhance guest experiences and streamline operations.
How Robots Are Used In the Hospitality Industry
Robots emerged as a technology trend within the hospitality industry because of ideas of automation and self-service that can improve the customer experience. Robots can lead to improvements in terms:
- speed
- cost-effectiveness
- accuracy.
For example, chatbots allow a hotel or travel company to provide 24/7 support even when staff would be unavailable, delivering extremely swift response times. Meanwhile, a robot used during check-in can speed up the entire process and reduce congestion.
Below is a list of current uses of robots within the hospitality industry.
1. AI-Powered Hotel Chatbots
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| ✔︎ Quick response time ✔︎ Lower cost ✔︎ Multiple conversations at once ✔︎ Great for repetitive inquiries | ✘ Unable to handle complicated queries ✘ Monotonous and repetitive ✘ Lack of personalization human touch |
AI-Powered Chatbot technology is transforming the hospitality sector by handling repetitive and time-consuming queries relieving staff of mundane tasks. Through generative AI technology’, chatbots can comprehend complex language and respond appropriately to guests via text or voice. Additionally, by using the history, habits, and preferences of the organization, artificial intelligence aids businesses in gaining client loyalty
| 🤖 AI-Powered Chatbots in action . . . Marriott Hotels uses AI-powered chatbots on Facebook to offer 24/7 customer service, automate processes such as reservations and cancellations, and reduce guests’ wait times by responding to several requests simultaneously. |
Like typical internet bots, hotel chatbots can be programmed to handle operations, such as messaging. They can operate and handle various situations, such as answering frequently asked questions from guests, assisting guests in making purchases, and ordering room service for guests.
2. Reception Robots
Source: USA Today
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| ✔︎ Efficiency and speed ✔︎ Round-the-clock availability ✔︎ Multilingual capabilities ✔︎ Personalized assistance ✔︎ Enhanced guest security | ✘ Lack of personal touch ✘ Limited problem-solving skills ✘ Possible technical issues or malfunctions |
Reception or concierge robots are intended to improve the front desk experience for visitors. It is a robotic device that is capable of carrying out a variety of duties, including:
- check-ins and check-out
- offering useful details about the hotel services
- responding to straightforward inquiries
| 🤖 Reception robots in action . . . The Hilton McLean has recently introduced a Watson-powered robot concierge named Connie to assist their guests. Developed by IBM, the concierge robot named Connie helps hotel visitors with recommendations on what to see, where to dine, and how to navigate the hotel’s facilities. |
One of the real benefits of using this technology is how interactive it is. This feature allows your robot receptionist to engage with customers. Compared to human receptionists, robots like these never get tired, stressed, or irritable. They continue working and deliver the same outstanding service to anyone interacting with them.
3. Housekeeping Robots
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| ✔︎ Saves Manpower ✔︎ Can reach inaccessible areas ✔︎ Cleaning at All Hours | ✘ Can get stuck ✘ Maintenance costs ✘ Lack of attention to detail |
Housekeeping robots are designed to perform cleaning and maintenance tasks conveniently. These robots are equipped with sensors, cameras, and software algorithms that allow them to do multiple chores, including:
- navigating spaces
- avoiding obstacles
- carrying out cleaning tasks efficiently.
Some common housekeeping robots include:
1. Vacuum Cleaning Robots autonomously vacuum floors and carpets, detecting obstacles and navigating around them using sensors.
Source: NPR
2. Mopping Robots are equipped with water tanks and mopping pads, allowing them to spray or dampen them as they clean hard floors.
Source: Changi
3. Window Cleaning Robots are designed to clean windows on tall buildings or in hard-to-reach locations. Window cleaning robots typically use suction mechanisms to adhere to the glass while cleaning it.
Source: aecbusiness
4. Pool Cleaning Robots are designed for cleaning swimming pools by scrubbing the pool walls, vacuuming debris from the bottom, and filtering the water.
Source: Fluidra
| 🤖 Housekeeping robots in action . . . The Garden City Hotel on Long Island invested in two autonomous vacuums in late 2021. The vacuums allow staff to focus on other tasks. According to Hotel managing director Grady Colin, using vacuum robots for every floor would save one whole shift. |
Housekeeping robots often utilize advanced technologies like artificial intelligence and machine learning to improve their cleaning and navigation capabilities. Additionally, these robots are convenient tools for maintaining a clean and tidy living space since these robots can be controlled through:
- smartphone apps
- voice commands
- operate on pre-programmed schedules.
4. Room Service Delivery Robots
Source: Travel+Leisure
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| ✔︎ Quick return on investment ✔︎ Improved guest experience ✔︎ Reduces employee workload | ✘ Expensive ✘ Limited capabilities ✘ Lack of personal touch |
Hotels often consider room service robots to reduce labor costs and increase operational efficiency. These robots securely navigate hotel corridors, call elevators, and notify guests upon arrival. Aside from these features, most room service delivery robots offer other basic functions, including:
- greet the guest
- assisting the guest in finding their room.
- guide guests to certain areas of a hotel
| 🤖 Room Service Delivery Robots in action . . . Hotel Trio in Healdsburg, California, has a unique way of serving wine to its guests. Meet Rosé the Robot – an innovative robotic butler that ensures a touchless wine delivery experience to your room. The helpful robot can easily glide onto elevators and locate rooms without human intervention, flashing a digital message that reads, “I’m on a guest delivery.” |
These room service robots can also be a novelty feature, adding to the overall guest experience in modern, tech-savvy hotels. However, the extent of these robots’ adoption and functionality may vary from hotel to hotel, and they may only partially replace the need for human staff.
5. Waiter Robots
Source: Service Robots
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| ✔︎ Consistent service ✔︎ Work longer hours ✔︎ Cost-saving ✔︎ Increased safety | ✘ Limited capabilities ✘ Technical issues ✘ Impact on employment ✘ Customer rejection |
Many people believe that robot waiters will solve the labor shortage in restaurants. Their sales have been growing rapidly in recent years, China-based Pudu Robotics, for example, has deployed more than 56,000 robots worldwide since 2016.
Robot waiters are designed to serve food and drinks in restaurants and cafes. Equipped with sensors and cameras, these robots can navigate around tables and customers and can carry trays of food and drinks to deliver to diners. These machines employ self-driving tech and may feature LIDAR or AI for enhanced obstacle avoidance.
| 🤖 Waiter Robots in action . . . La Cantina Italiana is a family-owned restaurant in Framingham, Massachusetts, serving delicious Italian food for 77 years. Recently, the restaurant has gained attention due to its new mode of serving food, which involves a friendly fleet of robots. These cute robots with cat-like faces are programmed with the floor plan and table numbers and can guide customers to their tables, inform them about the daily specials, and deliver food and drinks safely and efficiently. |
While waiter robots fill the lack of hospitality workers, critics say they’re just a fad with a long way to go before displacing humans. They can’t fully take orders, and many restaurants have steps, outdoor patios, and other physical challenges they can’t adapt to.
6. Cooking Robots
Source: Mansion Global
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| ✔︎ Increased efficiency and consistency ✔︎ Safety and hygiene ✔︎ Customization and adaptability | ✘ Maintenance and updates ✘ Limitation in creativity ✘ Lack of personal touch |
Cooking robots are highly programmed artificially intelligent culinary robots that know recipes, cooking techniques, and cooking time and temperature. These kitchen robots replicate human cooks with hardware and software.
The hardware components usually include one or more articulated arms. The mechanical arms are responsible for physical actions such as:
- chopping vegetables
- stirring ingredients
- baking
- grilling
- ingredient retrieval
- meal preparation
| 🤖 Cooking Robots in action . . . BOTS&POTS Sci-Food restaurant claims to be the first in the world where robots cook all dishes. While human chefs have created the recipes, GammaChef robot chefs cook dishes like risotto, pasta, tortillas, etc. |
Software is also essential in cooking robots, enabling them to follow recipes, adapt to dietary preferences, and integrate with IoT devices. These robots can also learn from experience and user feedback and acquire new recipes online.
Now that we have explored how robots are used within the hospitality industry, it’s time to delve deeper into the advantages and disadvantages of integrating them into the industry.
7. Security Robots
Source: CNN Travel
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| ✔︎ 24/7 Surveillance ✔︎ Cost-saving ✔︎ Consistency and deterrence | ✘ Technical Limitation ✘ Limited adaptability ✘ Lack of human judgment |
Security robots are one of the most critical applications of robots in the hospitality industry. Autonomous security robots can reduce the need for human workers to ensure the safety of an establishment. They can provide a high level of security at a much lower expense than hiring security personnel.
| 🤖Security Robots in action . . . New security personnel are being introduced at the Aloft Hotel at Cascade Station. To deal with vandalism that they think is caused by homeless camps nearby, management has hired a robot. Human security was initially hired, but staffing constraints prevented it, said company general manager Mike Daley. |
Depending on their intended usage and local regulation, these robots are outfitted with various sensors, cameras, and occasionally even non-lethal weapons. These security robots serve several functions to improve security, including:
- surveillance
- patrol
- deterrence
- data collection
- communication
Advantages And Disadvantages Of Robots In The Hospitality Industry
Using robots in the hospitality sector can offer efficiency and cost-saving benefits. Still, the hospitality sector must consider the advantages and disadvantages of using robots:
Advantages of Robots in the Hospitality Industry
The use of robots in the hospitality industry has several advantages. One of these is that robots do not get exhausted like humans. Moreover, they can work efficiently for extended periods and perform various tasks faster. Specifically, here are the advantages of using hospitality:
1. Efficiency – Unlike human workers, robots are efficient and can do repetitive tasks with the same efficiency and speed, such as:
- check-in/out
- cleaning
- delivery
- preparing meals and drinks
2. Cost-saving – Automating tasks with robots can reduce labor costs compared to hiring people to do the work. By 2030, 90% of businesses worldwide plan to adopt robotic automation into their infrastructure.
3. 24/7 Availability – Robots can ensure all-around-the-clock service to guests without rests and breaks.
4. Consistency – Hotels and other establishments can expect consistent service from robots since they can follow programmed instructions perfectly.
5. Safety – Due to the recent COVID-19 pandemic, customers have become more adamant about health and safety. Robots have become a more effective solution since they can handle hazardous tasks and offer a high degree of hygiene, including cleaning and sterilization.
6. Novelty and Attraction – Having robots as part of the hospitality experience can be a unique selling point for hotels and restaurants. The presence of service robots can generate publicity and draw publicity.
Disadvantages of Robots in the Hospitality Industry
The most obvious drawback of using robots in hospitality and other industries is that they might replace people. And this is not without merit, as automation is projected to lead to the loss of 73 million jobs in the US by 2030. Additionally, using service robots in hospitality comes with other disadvantages, including:
1. Lack of Personal Touch – Robots lack the emotional connection and personalization of human staff in the hospitality industry.
2. Limited Adaptability – With their limited ability to adapt to unexpected situations, robots struggle to handle complex guest requests and provide problem-solving skills that human employees can.
3. Initial Costs – Acquiring robots can be costly due to hardware, software, and maintenance costs.
4. Technical Issues – Like any other tech, robots are prone to glitches and malfunctions, disrupting services and resulting in guest dissatisfaction.
5. Guest Resistance – Guests may prefer human employees since they might be uncomfortable interacting with robots. This discomfort could impact customer experience and lead to dissatisfaction.
After examining the advantages and disadvantages of implementing service robots in the hospitality industry, let’s explore the prospects and upcoming advancements that will shape the future of these technological innovations.
The Future Of Robots In The Hospitality Industry.
The future of robots in the hospitality industry holds significant promise and potential to transform how hotels, restaurants, and other hospitality businesses operate. According to accounting and consulting firm PwC, 38% of US hospitality and food service industry jobs could be automated by the mid-2030s.
Here are some of the technologies that can elevate the hospitality industry in the future:
More AI Integration
The application of AI in the hospitality industry has a long way to go. One of AI’s most significant ways to improve the guest experience is by providing round-the-clock assistance and suggesting personalized recommendations.
Virtual Reality
Virtual reality has been around for a couple of years, with 75% of Forbes World’s Most Valuable Brands have invested in some form of VR experience. Still, the hospitality industry hasn’t fully integrated the benefits it can offer. For example, through virtual reality, customers can have an immersive virtual experience of room categories of a hotel or amenities of an establishment from a 360-degree angle.
Internet of Things
The Internet of Things (IoT) is all about extending internet connectivity to everyday appliances and devices. It is estimated that by 2025, there will be over 75 billion IoT devices worldwide. With IoT, hotel room appliances can become easier to use and control. For instance, you could control your room temperature or light on your smartphone.
Augmented Reality
By putting a virtual overlay on the real-world environment, augmented reality can improve the guest experience by providing virtual elements and information. For instance, customers can point to AR-enabled wall maps and obtain more information about certain locations.
Conclusion
Introducing robots revolutionizes hospitality. From its efficiency and speed to its 24/7 availability and personalized assistance, the robots offer many benefits that significantly improve the overall guest experience.
With the increasing adoption of technology in the hospitality industry, it is only a matter of time before robot concierges become a common sight in hotels worldwide. Don’t be surprised if a helpful robot welcomes you when you check into a hotel the next time you travel.
FAQs on Robots in the Hospitality Industry
Why are hotels using robots?
Hotel robots provide a competitive edge by providing an enhanced guest experience and a more personalized service. In addition, service robots can help to reduce costs and free up the time of human staff.
Should robots replace humans in the hospitality industry?
While robots may offer advantages like efficiency, consistency, and 24/7 availability, the human aspect will remain the cornerstone of the hospitality industry. Even with AI, robots can’t replicate human qualities like empathy, intuition, and creativity.
Why is there a need for the hospitality industry to adopt automation?
Automation can benefit the hospitality industry by increasing efficiency, reducing costs, and enhancing the guest experience. It is projected that 73 million jobs in the US are projected to be lost to automation in 2030.
Sources:
- USA TODAY
- PROVEN Robotics
- EHL Insights
- Social Tables
- Canonical Robots
- Hotel Management
- NPR
- Boston University
- PCMag
- AFAR Media
- Metasphere
- ResDiary
- Service robots
- TechBuzzer.org
- Axios
- The Guardian
- Mansion Global
- Robotnik
- Allied Market Research
- KGW
- IBM
By Josh Wardini
Josh Wardini is our AI and automation guy. He started his internet journey in sales and marketing, ultimately becoming a thriving tech entrepreneur. founder