A recent University of Houston report on robots in hospitality claims that by 2030 over a quarter of hospitality jobs will be replaced by robots. Will robots ever replace all humans in hospitality? Next-gen technology will undoubtedly replace mundane, repetitive, and dangerous jobs in hospitality performed by housekeepers, porters and baggage handlers, concierges, security guards, line cooks, room service, bartenders, waiters, etc. Some hoteliers claim that hospitality is an industry of "people serving people" and robots will be playing only a marginal role. Others, citing the high labor costs which constitute as much as 50%-84% of overall hotel costs in these low travel demand, low occupancies era, predict that robots will replace humans in all dangerous, repetitive and mundane jobs at the property.

The question is, are robots coming to a hotel near you anytime soon? 

Kathryn Murphy
Kathryn Murphy
Owner, The Murphy Gallery & Hotel Dublin

For me, this very much depends on how you define 'robot'. Do I expect (or want) to be greeted, or served by a fleet of humanoid robots any time soon? No. Do I expect hotel operations to be profoundly changed by the use of technology and automation? Undoubtedly, yes.

If it's easier and faster to do something yourself, why wait in line, or pick up the phone to get someone else to do it for you? We check in for our flights online, ask voice assistants for directions, use apps to order taxis and meals, and live chat when shopping online. Why would we not expect the same conveniences from our hotels?

I think that automation will become both more prevalent, and less noticeable (as the better technology gets, the more intuitive, and therefore less visible it becomes).

Technologies to look out for include:

  • Seamless and secure online check-in without the need to enter passport details, etc on yet another form (using distributed ledgers).
  • NFC enabled mobile key (that doesn't require an app, an internet connection, or Bluetooth to be turned on).
  • Multi-channel communication designed around a conversational support funnel that incorporates proactive, self-serve, and both AI powered chatbot and human support.
  • AI powered CCTV systems that can create an alert if an obstruction has been placed in the way of a fire exit, or a guest needs assistance, etc.
  • Noise monitoring systems that create an alert if a set decibel level is breached for a period of time.
  • In-room voice assistants/ tablets that can instantly provide information about the hotel and local area, adjust room controls and entertainment, relay guest requests to housekeeping, order room service, connect to front desk, etc.
  • Built in UV lights in elevators, public toilets and even guest rooms that can be programmed to automatically disinfect the room when unoccupied.
  • Occupancy sensors/ CCTV systems that can detect if a guest has checked out/ removed their luggage from their room.

Technology will never replace a friendly smile, or great banter. However, there are some things it will always do better. Yes, the robots are coming, however in the hotels that get it right, we probably won't even notice that they're there - just that it's easier for staff to do their jobs well, and for guests to enjoy great service (whether in digital form, or face to face). 

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