New technologies in the hospitality industry: opportunities and challenges. Denis Gavchuk
of the most significant innovations in the hospitality industry was the integration of robotic technologies. Robots in hotels perform various functions, ranging from luggage delivery to room cleaning, and significantly increase the comfort of guests. An example of successful implementation of such technologies is the M Social Singapore Hotel, which has been using robots to deliver luggage directly to rooms since March 2019. These robots are able to move through all floors of the building, performing about 100 deliveries per day. Guests of the hotel note the convenience and speed of service, which, of course, positively affects the overall impression of the stay. Another important aspect is related to improving sanitary conditions. Modern robotic cleaning systems, such as RosieSavioke’s Rosie robotSavioke, can automatically clean and disinfect hotel rooms and public areas. In the post-pandemic world, when hygiene and safety issues have become particularly important, such robots have proved to be irreplaceable assistants. According to Savioke, cleaning robots can perform a thorough cleaning of one standard room in just 30 minutes, which is significantly more efficient and faster than traditional methods. However, it should be borne in mind that the introduction of robotic technologies in the hotel business is accompanied by certain challenges. First, there are significant financial costs at the initial investment stage. So, according to a study by the International Association for Hotel Robotics, the average cost of a single robot for luggage delivery is about $ 150,000, and a robot for room cleaning is about $ 200,000. These figures can be a real barrier for small hotels. You also need to take into account the annual operating costs for robot maintenance, which can reach $ 10,000.
In addition, staff needs to adapt to new technologies. Effective implementation of robots is possible only if they are integrated into existing workflows and employees are trained accordingly. For example, the Henn-na hotel chain in Japan has successfully completed this task, automating a significant part of routine tasks since 2015. As a result of this implementation, the network was able to reduce operating costs by 20% and increase customer satisfaction by 15%. Thus, the impact of robots on the customer experience in hotels is multifaceted. On the one hand, they significantly increase the level of comfort and security for guests, improving the overall experience of the stay. On the other hand, the introduction of such technologies requires significant financial investments and organizational changes. In the long run, smart use of robotics can become a key competitive advantage that increases operational efficiency and customer satisfaction.
Economic and operational benefits of using robots
The introduction of robotic technologies in the hospitality industry brings significant economic and operational benefits. One of the key benefits is reduced operating costs. Robots that perform tasks such as cleaning rooms and delivering luggage can significantly reduce the need for manual labor. For example, the Henn-na hotel chain in Japan has successfully used robots in various operations since 2015, which has reduced staff costs by 20%. Reducing the cost of wages and social benefits directly affects the profit growth and competitiveness of enterprises. Cost-effectiveness is also reflected in increased productivity and speed of service. Robots can work 24 hours a day without interruptions and weekends, which leads to faster task completion. According to Savioke, baggage delivery robots can perform up to 100 deliveries a day, providing prompt service to guests. This gives employees more time to perform other important functions, such as individual customer service, which increases the overall level of service.
An important aspect of the economic benefits of using robots is to reduce the human factor and, consequently, reduce errors. It is estimated that human-related errors can lead to losses of up to 10% of revenues in the hotel business. Robots, on the other hand, work with high accuracy and consistency, which reduces the number of erroneous actions and increases overall efficiency. For example, robotic booking systems can automatically process requests and check room availability, minimizing check-in errors and ensuring data accuracy. The operational benefits of using robots also include improved hygiene and increased safety. Robots can perform tasks that may be dangerous or inconvenient for humans. For example, robotic cleaning systems such as Tennant’s T5can effectively disinfect the hotel’s public areas, ensuring a high level of cleanliness. This aspect has proved particularly important in the context of the COVID-19 pandemic, when sanitation and hygiene requirements have increased significantly. Improving hygiene conditions not only increases customer satisfaction, but also helps to reduce health care costs and reduce the risk of spreading infections. In addition, the use of robots improves monitoring and resource management. Modern robotic systems are equipped with sensors and software that allow you to collect and analyze data on the consumption of electricity, water and other resources. For example, RoboticIBM’s Robotic Monitoring system allows real-time monitoring and optimization of electricity usage in hotel rooms, which reduces energy consumption by 15% and reduces utility costs.
Thus, the economic and operational benefits of using robots in the hotel industry are significant and multifaceted. Robots can significantly reduce operating costs, increase productivity and service quality, as well as improve hygiene and safety. In the long term, the introduction of robotic technologies can become a significant factor in improving the competitiveness and sustainable development of hospitality enterprises.
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