Robots within the hospitality industry are becoming more commonplace, with uses ranging from artificially intelligent chatbots designed to assist with the customer service process to robot assistants deployed to improve guests’ experience in a hotel. In this article, you will find more information about the uses of robots within hospitality, complete with eight specific examples from around the world.

Table of Contents:

What Are Robots?

When discussing robots and their uses, it is important first to establish what they are. In simple terms, a robot is a machine that has been built to carry out complex actions or tasks automatically. Some robots are designed to resemble humans, called androids, but many robots do not take such a form.

Modern robots can be autonomous or semi-autonomous and may use artificial intelligence (AI) and speech recognition technology. That said, most robots are programmed to perform specific tasks with great precision, an example being the industrial robots seen in factories or production lines.

Robots and Artificial Intelligence

According to the Artificial Intelligence (AI) Market Report by Precedence Research, the global artificial intelligence market size is projected to reach $2,575.16 billion by 2032. The use of artificial intelligence within the field of robotics is one of the most exciting and promising applications for individuals and businesses operating within hospitality management. Nevertheless, this is another complex area where a clearer understanding is necessary.

Essentially, artificial intelligence refers to the performance of seemingly intelligent tasks that mimic human cognitive functions. Although there is no precise definition of what constitutes artificial intelligence, problem-solving, reasoning, understanding human speech, and autonomous navigation are typically considered AI examples.

Therefore, references to artificially intelligent robots will usually describe robots designed to achieve some of these ‘intelligent’ tasks or functions.

Robots Hospitality Industry - Artificial Intelligence

Robots Within Hospitality Industry

Part of the reason why robots have emerged as a popular technology trend within the hospitality industry is because ideas of automation and self-service are playing an increasingly vital role in the customer experience. The use of robots can lead to improvements in terms of speed, cost-effectiveness, and even accuracy. According to the Hospitality Robots Market Analysis Reports by TechNavio, the hospitality robots market size worldwide is projected to grow at a CAGR of 12.13% between 2022 and 2027.

For example, chatbots allow a hotel or travel company to provide 24/7 support through online chat or instant messaging services, even when staff would be unavailable, delivering extremely swift response times. Meanwhile, a robot used during check-in can speed up the entire process, reducing congestion.

Table: Examples of Robot & Artificial Intelligence Applications in Hospitality

Application Benefits Challenges
Guest Check-In/Check-Out Streamlines the check-in and check-out process, reducing wait times.
Enhances guest convenience with self-service options.		 Ensuring data security and guest privacy during self-service processes.
Balancing automation with maintaining a personalized guest experience.
Guest Service and Assistance Provides 24/7 customer support and assistance.
Offers personalized recommendations and information.		 Managing the perception of impersonality in guest interactions with robots.
Maintenance and repair challenges for physical service robots.
Predictive Analytics Analyzes guest preferences and behaviors for personalized services.
Improves revenue management and demand forecasting.		 Data quality and accuracy issues in predictive analytics models.
Ensuring proper training and data handling to maximize AI benefits.

Examples of the Use of Robots Within Hospitality Industry

Below is a list of eight current uses of robots within the hospitality industry.

1. A Tour of the World’s First Robot-Staffed Hotel

Situated in Nagasaki, Japan, Henn-na Hotel became the first hotel in the world to be entirely staffed by robots. The hotel’s robots are deployed to provide information, front desk services, storage services, and check-in and check-out services, with technology including voice and facial recognition.

2. Meet Connie, the Hilton Robot Concierge

Connie is a robot concierge used by Hilton. The robot uses an artificial intelligence platform developed by IBM and can interact with guests and respond to their questions, thanks to its speech recognition capabilities. The system also learns and adapts with each interaction, improving the answers it provides.

3. A Robot Suitcase Called Travelmate

Away from the hotel industry, Travelmate is an example of robotics used for luggage purposes. Essentially, it is an autonomous suitcase that can follow you independently. It uses anti-collision technology, has 360-degree turning capabilities, and eliminates the need to carry, pull, or push a suitcase around.

4. A Robot Assistant for Airports and Hotels

Airports and hotels are increasingly using robotic assistants, transforming the entire hospitality industry. These assistants can perform various tasks, including room service and information provision. A key advantage is the ability of robots to offer support for various languages.

5. A Robot for Travel Agencies

Some travel agents are also looking into the use of robots, especially as a means of pre-qualifying customers. For example, Amadeus has experimented with a robot called 1A-TA, powered by artificial intelligence. Rather than forcing customers to wait during busy periods, the robot can immediately get to work, finding out about their needs and preferences and passing the information on when they speak to a human travel agent.

6. A Chatbot to Make Your Flight or Hotel Booking

To date, chatbots have been one of the most commonly used robots within the hospitality sector, and these can be used to deliver basic customer service or for more complex tasks, like hotel or flight bookings. A great example is the SnatchBot Booking Travel Template, which intelligently guides customers through booking.

7. Security Robots for Airports

Airport security is one of the most important areas where new technology and robots are deployed. One particularly strong example of this is the Knightscope robots that are increasingly used to autonomously detect concealed weapons, helping keep passengers safe during their flights.

8. More Examples of Robots within Hospitality Industry

There are several additional uses for robots, especially within the hotel industry. For instance, as the following video will show, there are examples of hotel robot butlers and robot luggage porters, which use various technologies, including collision detection, Wi-Fi, and AI, to navigate hotels and provide services.

Advantages and Disadvantages of Robots vs. Humans

The subject of robotics and the use of robots to perform human tasks is a matter of debate, and there are advantages and disadvantages. In terms of positives, 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 process many tasks faster than humans.

In certain situations, robots can perform more accurately and consistently than humans can, and ‘human error’ is eliminated. Moreover, robots can perform in dangerous or hostile environments and can be programmed to perform actions that humans would be unwilling or unable to do.

With that said, there are also disadvantages. Increased automation could lead to an employment crisis due to fewer jobs, while the initial investment and maintenance costs associated with robots can be high. They can also not act outside their programmed parameters, meaning they cannot adapt to unanticipated situations.

Robots Hospitality Industry FAQs

Several hotels such as the Hilton, Marriott, and Japan’s Henn-na use robots. The range of services varies, but some examples include carrying luggage, room service, and check-in for guests.

Robots are used for everything from entertainment to tasks related to ordering, preparing, and delivering food. The end effect is an experience that’s faster, more efficient, and entertaining.

Robots occupy the front desk to offer assistance, provide information, and help to directly improve the guest’s experience. This also includes tasks such as cleaning, room service, deliveries, and automation of various tasks.

Robots are becoming more common in the hospitality sector, but the blend of humans and robots will likely become the norm. Robots are used for some tasks, but humans remain at the industry’s core. This is largely because human interaction is a vital part of hospitality.

While robots can handle some tasks, they can’t fully replace humans. Cleaning and data management are quite distinct from the empathy and difficult decisions that come with customer service within the hospitality sector.

Robots and artificial intelligence are emerging as valuable solutions for those operating in the hospitality industry, and their uses are numerous. However, while robots can improve automation and perform tasks without tiring, it is also important to acknowledge limitations, including an inability to adapt quickly to circumstances.

More Digital Trends

With digital technology continuously evolving, it should come as little surprise that its applications in the travel and hospitality industry also evolve. In the following articles, we piled up the most innovative digital trends in the hospitality industry.

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This article is written by:

Martijn Barten

Hi, I am Martijn Barten, founder of Revfine.com. With 20 years of experience in the hospitality industry, I specialize in optimizing revenue by combining revenue management with marketing strategies. I have successfully developed, implemented, and managed revenue management and marketing strategies for individual properties and multi-property portfolios.