Introduction
The hospitality industry has undergone a series of transformations since the last decade, and robotics is one of the latest advancements trends that have gained growing popularity across the industry. As technology and automation continue to grow, the adoption of robotics in the hospitality industry will keep increasing in the coming years. In this blog post, we will explore the impact of robotics on the hospitality industry, including the benefits, challenges, and trends associated with installing robots in hotels and restaurants.
Benefits
Improved Efficiency
One of the primary benefits of using robots in the hospitality industry is that it improves efficiency. Robots are programmed to perform specific tasks such as checking guests in, cleaning rooms, serving food, and taking orders. Unlike humans, they do not need breaks or rest periods, which means that they can work continuously throughout the day or night. This allows businesses to serve customers faster and reduce wait times.
Cost Savings
Another advantage of using robots in the hospitality industry is that it can help businesses save costs. By using robots instead of human labor, companies can reduce overhead costs such as wages, benefits, and insurance. Also, since robots do not get tired or require breaks, businesses do not have to worry about overtime costs or hiring additional staff during peak seasons.
Enhanced Customer Experience
Robots are designed to perform specific tasks efficiently, which means that they can provide better customer experience. For instance, robots can take orders quickly and accurately, serve meals promptly, and clean rooms thoroughly, which can make customers happy and satisfied. Additionally, with the fast pace of service, customers may be more incentivized to return in the future.
Challenges
High initial cost
While robotics has its benefits, it can be costly. The initial costs may also limit adoption rates in establishments not initially designed for robots. Developments in the affordability of software and materials may potentially mitigate these upfront costs making adoption rates subsequently more probable.
Limited Customization
Robots follow instructions and predefined pathways, which mean that they have a limited degree of customization. If guests request something that isn't programmed into a robot, customization may be difficult or impossible. And making changes to a robot's programming can be time-consuming, which can result in staff having to make manual adjustments.
Trends
Room Service via Robot
A growing trend in the hospitality industry is to use robots to deliver room service. Instead of staff bringing the meals and drinks to the guests, robots are used to deliver food and drink orders to the guest’s room. This trend is already in use in allied industries such as hospitals for nursing staff, as well as hotels both domestically and internationally.
AI for Personalization
According to a study, more than 38% of customers expect personalized experiences from hotels, such as complementary services or room preferences(1). Personalization accommodated by the application of artificial intelligence could offer unique customer experiences with an unrivaled degree of customization. AI can even be employed during the booking process to provide information as to the best room, spaces or attractions nearby.
Conclusion
Robots have the potential to transform and revolutionize the hospitality industry. Although there are challenges associated with their adoption, the benefits outweigh the downsides in terms of personalized customer experiences, efficient services, cost savings, etc. As developments keep progressing, the industry will continue to introduce cutting-edge technology for customers in the years to come, especially with the expected improvements in cost and efficiency.
References
- Guest Personalization in Hospitality - Hotel Loyalty Programs Today. (2021). Retrieved 16 August 2021, from https://www.hotelloyaltyprograms.org/guest-personalization-in-hospitality/