The hospitality industry has witnessed significant technological advancements in recent years, with innovations in artificial intelligence (AI) and robotics transforming daily operations in hotels. These cutting-edge solutions are not only enhancing guest experiences but also optimizing hotel operations, increasing security, and expanding customization capabilities.
Robots are becoming increasingly prevalent in the hospitality sector, serving as artificially intelligent chatbots, robot assistants, and more. Automation and self-service technologies are crucial in this industry, leading to improvements in speed, cost efficiency, and accuracy. For example, AI-powered chatbots allow hotels to offer 24/7 assistance through online chat or instant messaging, ensuring fast response times even when staff are unavailable. Robots can also streamline the check-in process, reducing congestion and waiting times.
The integration of AI and robotics in hotels can create seamless experiences that exceed guest expectations. AI-powered virtual assistants handle routine inquiries and booking reservations around the clock, reducing the burden on staff and allowing them to focus on more complex guest needs. Robotic concierges are increasingly common, offering services such as delivering amenities, providing room service, and guiding guests around the property. These robots impress guests while streamlining operations. For example, facial recognition technology integrated with AI systems enables personalized check-ins, reducing waiting times and eliminating the need for traditional key cards.
Examples of Robots in Hotels
1. Henn-na Hotel – World’s First Robot-Staffed Hotel (2015)
Located in Nagasaki, Japan, Henn-na Hotel opened in 2015 as the world’s first robot-staffed hotel. It employs robots throughout the hotel for information, reception, storage, check-in, and check-out services, utilizing voice and face recognition technology.
2. Yotel’s Yobot (2011)
The Yotel in New York introduced Yobot in 2011, a robot designed to securely store guests’ luggage in one of its 150 bins. Guests can retrieve their bags by providing a pin number and their last name.
3. Connie, the Hilton Robot Concierge (2016)
Connie was introduced in 2016 at the Hilton McLean in Virginia. Powered by IBM’s artificial intelligence platform, Connie interacts with guests, answering questions and providing personalized information about local attractions.
4. Aloft Cupertino’s Robotic Butler (2014)
The Aloft Cupertino hotel launched Botlr, a robotic butler, in 2014. Botlr delivers pool towels, snacks, and other items to guests’ rooms. It even takes the elevator and calls guests upon delivery.
5. Crowne Plaza’s Dash (2014)
The Crowne Plaza San Jose-Silicon Valley began using Dash in 2014. Dash, part of the front desk team, delivers items to guests’ rooms using a unique Wi-Fi connection to call the elevator when needed.
6. Travelmate – A Robot Suitcase (2018)
Travelmate, introduced in 2018, is an autonomous suitcase that follows its owner, using collision-proof technology and 360-degree turning capabilities. It eliminates the need to carry, pull, or push a suitcase.
7. Marriott’s Mario (2016)
The Ghent Marriott introduced Mario in 2016. Mario assists with check-ins, gives speeches, inspects rooms, discusses the menu, and delivers presentations, enhancing guest engagement and experience.
Other Notable Mentions
Here is a list of other notable robots in the hospitality sector, offering various services that enhance guest experiences.
Robot Bellboy
The robot bellboy, such as “Sacarino,” provides guests with information about hotel amenities and local attractions, assists with luggage, and even calls taxis. Notably, Yotel New York uses YOBOT, a robotic arm, to manage guests’ suitcases.
Robot Bartender
On Royal Caribbean’s “Quantum of the Seas,” a robot bartender takes drink orders via tablets and prepares beverages with precise measurements, entertaining passengers with its robotic arm.
Robot Chef
M Social Singapore Hotel’s “Ausca” cooks eggs and continuously learns new cooking techniques. Other examples include sushi-making robots and burger-flipping robots, enhancing kitchen efficiency.
Robot Waiter
In Singapore’s Rong Heng seafood restaurant, robots like “Lucy” and “Mary” serve guests, helping manage busy periods and reducing the burden on human staff.
Robot Housekeeper
Park Avenue Rochester Hotel in Singapore employs “Robie,” a robot that assists housekeeping staff by transporting linens and other heavy items, significantly improving efficiency.
Robot Host/Hostess
Dubai’s Tanuki restaurant uses a robot host to attract and engage guests, offering discount coupons and enhancing the dining experience with futuristic interactions.
Robots in Hotels During the COVID-19 Pandemic
During the COVID-19 pandemic, the hospitality industry faced unprecedented challenges, leading to an accelerated adoption of robotics and AI to ensure safety, minimize human contact, and maintain operational efficiency. Many hotels adopted contactless check-in processes using AI and robotic technology. Guests could check in using kiosks or mobile apps, and robots could assist by guiding them to their rooms or delivering key cards. Robots equipped with disinfection capabilities became a vital part of hotel operations during the pandemic. These robots were used to sanitize high-touch areas, guest rooms, and public spaces, ensuring a safer environment for both guests and staff.
Hotels like the Marriott and Hilton incorporated autonomous cleaning robots to disinfect rooms and common areas. These robots could work around the clock, ensuring continuous sanitization and reducing the risk of viral spread. Here are some notable examples of how robots were utilized by hotels during the pandemic:
1. Hotel Trio’s Rosé the Robot (2020)
Hotel Trio in Healdsburg, California, employed Rosé the Robot to deliver items such as towels, groceries, and even wine to guests’ rooms. This minimized human contact and ensured that guests received necessary items while maintaining social distancing protocols. Rosé, which was already part of the hotel’s team, became even more crucial during the pandemic.
2. The Westin Houston Medical Center’s Germ-Zapping Robots (2020)
The Westin Houston Medical Center in Texas introduced LightStrike Germ-Zapping Robots in 2020 to sanitize rooms and common areas. These robots use intense pulsed xenon UV light to destroy viruses, bacteria, and fungi, providing an extra layer of cleanliness and safety. This technology was particularly valuable in maintaining high hygiene standards and reducing the risk of COVID-19 transmission.
3. Le Meridien Xiaojing Bay’s Robotic Butler (2020)
Le Meridien Xiaojing Bay in China deployed a robotic butler to deliver food and other items to guests’ rooms. This robot helped minimize face-to-face interactions and adhered to the strict social distancing measures implemented during the pandemic.
4. Crown Plaza San Jose-Silicon Valley’s Dash (2020)
The Crowne Plaza San Jose-Silicon Valley already used Dash, a delivery robot by Savioke, but during the pandemic, Dash’s role became even more prominent. The robot was used to deliver amenities and food to guests’ rooms, significantly reducing the need for human interaction and maintaining safety protocols.
5. Hotel Sky’s Lexi, Micah, and Ariel (2021)
Hotel Sky in Johannesburg, South Africa, introduced three robotic staff members named Lexi, Micah, and Ariel in 2021. These robots are capable of carrying luggage, delivering room service, and providing information to guests. Their implementation was aimed at reducing direct contact between guests and staff, ensuring a safer stay during the pandemic.
Conclusion
AI and robotics play a significant role in optimizing hotel operations and boosting sales. AI-powered revenue management systems analyze data, predict demand patterns, and guide pricing strategies to maximize revenue. These systems help avoid human error in manual calculations, enabling data-driven decisions for optimal room rates based on occupancy and other factors.
Robots can also handle repetitive and time-consuming tasks such as data entry and report generation, freeing up hotel staff to focus on guest engagement. Additionally, AI systems can monitor property-related variables like energy consumption, lighting, and temperature settings, leading to long-term cost savings.
