The rise of robots in the hospitality sector

Automation is slowly but steadily setting into various roles in the hospitality industry. How would that affect workers?

They are designed to look and act like us. These robots can do any job humans can do, perhaps much more effectively and efficiently and that without falling ill, needing breaks or offs, and most importantly, without having to isolate themselves even during a pandemic such as COVID-19.

For decades, the subject of robots transforming our lives has been a matter of endless debates. But as the COVID-19 pandemic drags on, it looks like robots are indeed here to replace humans, and like never before.

Robots are slowly and steadily replacing humans at work all around the world and India is not set too far behind. And the hotel industry is all set for the transformation. In fact, be prepared to walk into at least some select restaurants one of these days and be welcomed (and served) by machines.

Rajeev Karwal, founder, Milagrow Robots, which has sold robots to hotel groups such as the ITC, Oberoi and Taj Hotels, as well as hospitals such as the AIIMS Hospital and HN Reliance Hospital, shares with us that the evolution was inevitable.

Talking about the pluses of a robot in place of a human at work, he says, “The novelty value and the need of distancing the humans from other humans due to the pandemic are currently very high. Ultimately, any new technology whether it was mechanisation, electrical is at io nor computerisation, it affects workers. The fear always is that it will create job losses. However, statics show that every such innovation has resulted in the creation of newer higher-value-adding jobs and expansion of human comfort.

Robots and automation shall improve our quality of life and newer job opportunities.”

Adding to

Rajeev’s logic as regards robots in the hospitality industry is also the price points. As per Rajeev, the price for a serving robot is already reducing faster than that for a chef or bartending robot. And the cost recovery of the serving robots now is over one year, which also looks like it would come down.

RISE OF THE MACHINES

Despite the goodness of it, could the rise of the robot be the demise of the restaurant server, chef and bartender?

At least Prashant Chadha, General Manager, ITC Kohenur, Hyderabad, has no qualms. “Now is the time of reinvention and reimagining, with technology playing an integral role in this ‘new normal’, but we must also understand it is not to the detriment of the human touch,” claims Prashant. “While this evolution is always going to be at the forefront, today and forever, technology and its various avatars, including robots, will assist in contactless service including various cleaning activities.”

Prashant then goes on to tell us how ITC Kohenur has adopted robots for floor cleaning to enhance the cleaning process with minimum human touch. “Experiences where the personal touch is paramount will not be comprised with but maintained with safe distancing. It’ll be reinvented with our path-breaking ‘WeAssure’ initiative, which assures guests of ITC Hotels’ stringent and clinical levels of hygiene and safety,” he adds.

Another hotelier, Alok Kaul, General Manager, Radisson

Hitec City, believes that the impact of COVID-19 is going to finally change consumer preference and really open up new

Now is the time of reinvention and reimagining, with technology playing an integral role in this ‘new normal’, but we must also understand it is not to the detriment of the human touch Prashant Chadha, General Manager, ITC Kohenur, Hyderabad

I would not say this means the demise of the chef, server or bartender, but yes, it will definitely have a huge impact on the workforce because we already have the contactless dining, check-in, etc. all of which is evolving

— Alok Kaul, General Manager, Radisson Hitec City

opportunities for automation.

“This is definitely the rise of robots and automation, especially for our industry. I would not say this means the demise of the chef, server or bartender, but yes, it will definitely have a huge impact on the workforce because we already have the contactless dining, check-in, etc.,” he says.

“Before pre-COVID-19, the scenario was that the customers still preferred a human touch, but now given how things stand and the fear of infection, they are compelled to stay away from people. So, a robotic service and untouched service might exude a ‘safer’ feel to customers. Therefore, that paradigm might push for automation and robotic services,” reasons Alok.

HUMANS AND ROBOTS DO BETTER TOGETHER

As it stands, automation has and will continue to reshape the workforce in ways that impact workers and change customer experience.

Roopal Pilani, MD, Lace Market Hotel, Nottingham, UK, for instance, finds the era of technological innovation very exciting. “As we increasingly integrate technology into our lives, it is essential to note that the degree to which automation and robotisation can bring about a change in efficiency and lowered perhead costs varies greatly depending on the local labour market,” says Roopal.

For instance, according to Roopal, labour costs need to be high enough to be able to offset the investment required to automate. So too, Roopal insists that by introducing robotisation, they are not looking to displace the lowest level of labour. “Instead, we are trying to optimise their human potential and to raise the benchmark of what is expected of them from tasks that robots can be programmed to do to tasks where their time could be utilised more efficiently and where their human resource counts for more than just manual labour,” Roopal explains. “But we do acknowledge that our chefs bring qualities that are unique to each of them and our bartenders each have a better tasting cocktail despite the same ingredients used by our competitors. So an attempt at robotising their roles is like trying to reduce them to simple machines that simply follow a set of instructions. What cannot be replaced for us is the human uniqueness that bartenders and such translate into their creations.”

THE IRREPLACEABLE

Shaaz Mehmood, a partner at Olive Bistro, also agrees that from chatbots to robot assistants, the use of robots in the hospitality industry has become more widespread in recent times. However, Shaaz believes that technology can enhance hospitality, not replace it.

“Hospitality is about personalised touch. The smile and the customised flavours the human touch, the conversation between a guest and the server and interactive cooking are just some things that can’t be substituted with technology,” says Shaaz. “These are intrinsic to our business. Today, we need to work hand-in-hand with technology to merely aid service and food production, not substitute for it.”

For decades, the subject of robots transforming our lives has been a matter of endless debates. But as the COVID-19 pandemic drags on, it looks like robots are indeed here to replace humans, and like never before

Sometimes, the customers themselves don’t know what they would like to drink or eat until they have chatted with the server/bartender/chef. As customisation is so important in a restaurant, I don’t feel we can do it with just automation. However, the combination of work force and automation will definitely help in enhancing the customer experience — Ashita Relan Marwah, Owner and MD, Royal China , Delhi

As we increasingly integrate technology into our lives, it is essential that the degree to which automation and robotisation can bring about a change in efficiency and lowered per-head costs varies greatly depending on the local labour market

— Roopal

Pilani, MD, Lace Market Hotel, Nottingham, UK