Robotics in hospitality
Rev up your Revpar with robots – Hospitality News ME speaks to global experts to find out how
According to a 2016 report by the World Economic Forum, robots will not completely replace workers in most occupations in the foreseeable future. Rather, they will perform specific tasks previously carried out as part of existing jobs, leaving employees to focus on new tasks. There is growing evidence that hospitality organizations can achieve an attractive return on investment (ROI) by replacing manual labor with machines. Consequently, employees’ social and collaboration skills, such as emotional intelligence, will be in higher demand than narrow technical skills, said Galen Collins, PH.D., professor at the School of Hotel and Restaurant Management (SHRM) at Northern Arizona University and co- founder of the Hospitality Information Technology Association. For robots, gaining these soft skillsets will require advancements in robotic design and artificial intelligence (AI), enabling machines to mimic cognitive functions found in human minds. In the US, robots are providing digital waiting relief services in airports like San Jose International, while Wendy’s Burger restaurants are experimenting with humanoids for order intake. In Japan and Belgium, the first robot hotels are opening their doors. At Marriot Gent, Robot Mario is one of the first Digital Assistants in the industry and is able to speak 19 languages and remember the faces of guests for six months. It can welcome guests and provide keys to the rooms.