Using Robots in the Hospitality Industry
Using robots in the hospitality industry is becoming increasingly common, ranging from artificial intelligence chatbots designed to assist with customer service to service robots used to improve the guest experience at a hotel.
One reason robots have become a popular technology trend in the hospitality industry is that ideas of automation and self-service play an increasingly important role in customer service. Thanks to robots, a hotel can improve the speed and accuracy of service and reduce payroll costs.
Examples of robot use in the hospitality industry
Let's look at eight current applications of robots in the hospitality industry.
The world's first robot hotel
The Henn-na hotel in Nagasaki, Japan, became the first hotel in the world fully staffed by robots. Robots throughout the hotel provide information, reception services, storage, and check-in and check-out using technologies including voice and facial recognition.
A robot concierge for hotels
Connie is a robot concierge used by the international Hilton hotel chain. The robot uses an artificial intelligence platform developed by IBM. It can interact with guests and answer their questions thanks to speech recognition features. The system also learns and adapts with each interaction, improving the answers it gives.
A robotic suitcase
Travelmate is an example of robotics used for luggage. Essentially, it is an autonomous suitcase that can follow its owner on its own. It uses collision avoidance technology and can also rotate 360 degrees. A robotic suitcase completely eliminates the need to carry, drag or push a suitcase.
A service robot for airports and hotels
Airports and hotels are increasingly using service robots, transforming the entire hospitality industry. These assistants can perform various tasks, including room service and providing information. A key advantage is the robots' ability to support many different languages.
A robot for travel agencies
Some travel agencies are also considering using robots, especially as a tool for preliminary customer screening. For example, Amadeus has experimented with a robot called 1A-TA, which runs on artificial intelligence. Instead of making customers wait during busy periods, the robot can start working immediately, learning about their needs and preferences, and passing the information along when the customer speaks with a travel agent.
A chatbot for booking flights or hotels
Today, chatbots are one of the most common applications of robots in the hotel sector. They can be used to provide basic customer service or handle more complex tasks such as booking hotels or flights. An excellent example is the SnatchBot Booking Travel Template, which intelligently guides customers through the booking process.
Security robots for airports
Airport security is one of the most important areas where new technologies and robots are being deployed. A particularly striking example is Knightscope robots, which are increasingly used for autonomous detection of concealed weapons, helping keep passengers safe during their journey.
Other examples of robots in the hospitality industry
There are a number of additional applications of robots, especially in the hotel industry. Examples include robot butlers and luggage porters, which use various technologies, including collision detection, AI and Wi-Fi, to navigate hotels and provide services.
Advantages and disadvantages of robots compared with humans
Robotics and the use of robots to perform human tasks is the subject of much debate, since there are both advantages and disadvantages. On the plus side, robots do not get tired or bored, can work 24 hours a day, seven days a week, and do not require a salary. They can also handle many tasks faster than people.
In certain situations, robots can work with greater precision and consistency than humans, and the "human factor" is eliminated. Moreover, robots can operate in dangerous or hostile environments and can be programmed to perform actions that people would not want to or would not be able to do.
However, there are drawbacks. Increased automation may lead to an employment crisis due to fewer jobs, while the initial investment and maintenance costs associated with robots can be high. They also cannot act beyond their programmed parameters, which means they cannot adapt to unforeseen situations.
Robots and artificial intelligence are becoming valuable solutions for those working in the hospitality industry, and their applications are numerous. However, while robots can improve automation and perform tasks without tiring, it is also important to acknowledge their limitations, including the inability to adapt quickly to circumstances.
