DSR Technologies

The hospitality industry has consistently been at the forefront of adopting new technologies to enhance customer experiences. One such innovative approach involves the use of service robots – a trend that has gained momentum in recent years. These AI-driven machines are revolutionising various aspects of the sector, from customer service to productivity and efficiency.

Service robots, such as Hilton’s Connie and Softbank’s Pepper, are increasingly being deployed to handle guest interactions and perform routine tasks. They offer several benefits, including improved customer service, reduced labour costs and streamlined operations. As a result, hotels and other hospitality establishments are reaping the rewards of this advanced technology and its potential to elevate service standards.

Integration of AI and robots in the hospitality industry is not without its challenges, but the potential advantages far outweigh the concerns. By combining technology with traditional customer service principles, the industry can provide memorable experiences and set new benchmarks for human interaction and service quality.

Types of Service Robots in Hospitality

Delivery Robots

Delivery robots have become increasingly popular in the hospitality industry for their efficiency and convenience. These robots are designed to transport items such as towels, toiletries, and food to guest rooms, eliminating the need for human staff to perform these tasks. This not only saves time but also reduces the risk of errors and allows staff to focus on more complex tasks.

Some examples of delivery robots include Savioke’s Relay robot, which is used in many hotels worldwide.

Concierge Robots

Concierge robots aim to enhance the guest experience by offering information and assistance at the front desk.

These robots are equipped with artificial intelligence and natural language processing capabilities, allowing them to communicate with guests effectively. They can provide information about hotel services, local attractions, and even make reservations for restaurants or events.

Hilton’s Connie and Softbank’s Pepper are well-known examples of concierge robots that have been implemented in hotels to improve customer service.

Cleaning Robots

Cleaning robots are another essential addition to the hospitality industry, helping maintain cleanliness and hygiene standards. These robots can perform various tasks, such as vacuuming, mopping, and disinfecting surfaces. This not only ensures a higher level of cleanliness but also reduces the workload for human staff, allowing them to focus on other aspects of guest satisfaction.

The use of cleaning robots also contributes to enhancing the image of the establishment by showcasing advanced technology and commitment to cleanliness.

In summary, service robots have made significant contributions to the hospitality industry. From delivery and concierge to cleaning services, these innovations have improved efficiency, guest satisfaction, and overall operations within hotels and establishments.

Efficiency and Cost Reduction

Minimising Human Error

Service robots in the hospitality sector are designed to minimise human error, which can lead to improved customer satisfaction and a reduction in wasted resources. Robots can perform tasks with great precision and consistency, eliminating the possibility of errors that can occur due to fatigue, miscommunication, or lack of training.

For example, robots can be utilised for check-in and check-out processes, streamlining the tasks and reducing the likelihood of mix-ups or discrepancies in billing and room assignments.

Task Automation

Task automation is another benefit of service robots in the hospitality industry. The ability to reduce costs and improve efficiency is a driving factor behind the adoption of robotic technology.

Many hospitality tasks are repetitive and time-consuming, making them perfect candidates for automation. By delegating these tasks to robots, hotels can free up human staff for more complex, high-touch services that require empathy, critical thinking, and personal interaction.

Some examples of tasks that can be automated include room service delivery, luggage transportation, and cleaning services. This level of automation can lead to more streamlined operations, lower labour costs, and increased revenue for businesses.

In conclusion, service robots in hospitality offer numerous benefits in terms of efficiency and cost reduction. Through minimising human error and automating repetitive tasks, hotels can provide a higher level of service and improve overall operational performance.

Enhancing Guest Experience


Service robots can greatly improve the guest experience at hotels by offering personalised services. They can be programmed to remember guest preferences, such as room temperature, favourite drinks, or dietary restrictions, and provide customised solutions to cater to these preferences.

Moreover, robots equipped with AI can learn from their interactions and adapt to the needs of individual guests. This level of personalisation makes guests feel valued and enhances their overall hotel experience.

24/7 Availability

One of the significant benefits of service robots in hospitality is their 24/7 availability. Unlike human staff, robots do not require breaks, sleep, or vacations, allowing them to provide round-the-clock services to hotel guests.

This constant availability is especially valuable for guests who require assistance outside standard working hours, such as late-night check-ins or early morning departures. Additionally, it ensures that guests can access services like food delivery and concierge assistance at any time, leading to greater convenience and satisfaction.

Multilingual Support

Another notable advantage of service robots is their ability to provide multilingual support. Many hotels cater to an international clientele, and language barriers can sometimes hinder communication between guests and staff.

Service robots can be programmed to understand and speak multiple languages, allowing them to communicate effectively with guests from around the world. This multilingual capability not only reduces misunderstandings but also contributes to a more inclusive and welcoming environment for all guests.

Safety and Sanitation

Infection Control

Service robots play a significant role in maintaining safety and sanitation in the hospitality industry by improving infection control. Being autonomous and adaptable in nature, these robots can be programmed to efficiently carry out cleaning tasks without human intervention, thereby reducing the risk of cross-contamination between staff and customers.

For example, in upscale Hilton and Marriott hotels, as well as in airports like Heathrow and Key West International, robots are being deployed for cleaning purposes. As a result, both guests and employees can be confident in knowing that the environment is consistently kept hygienic and safe.

Hazard Detection

Another benefit service robots provide to the hospitality industry is their ability to detect and respond to potential hazards. Equipped with advanced sensors, these robots can identify and alert human staff to potential safety risks, such as spills or obstructions, that may otherwise go unnoticed. This not only keeps the environment safer for customers and staff but also helps to maintain high standards of cleanliness.

Moreover, by quickly detecting and reacting to hazardous situations, service robots can reduce the likelihood of accidents occurring, directly contributing to a more secure hospitality environment. Additionally, their hazard detection capabilities further demonstrate the value of incorporating service robots into the industry as part of an overall safety and sanitation strategy.

Challenges and Concerns

Privacy Issues

One of the significant challenges associated with service robots in hospitality is privacy issues. As these robots possess cameras and sensors to navigate and interact, there is a potential risk of collecting and storing guests’ personal information without their consent. Moreover, the security of such data might be susceptible to hacking, causing privacy concerns for both customers and hospitality providers.

Technological Adaptation

Implementing service robots in the hospitality industry requires proper technological adaptation. This means that existing systems and processes need to be upgraded and integrated with these new technologies. It’s crucial to ensure seamless communication between robots, existing systems, and staff members.

Moreover, to avoid any technological glitches and ensure efficiency, establishments need to invest in proper training of their staff in handling and maintaining these robots, which might be an uphill task for smaller businesses or those that lack adequate technical expertise.

Workforce Impact

Service robots have the potential to automate a wide range of tasks in the hospitality industry, such as front desk operations, housekeeping, and even room service. While this can enhance productivity and efficiency, it also raises concerns regarding the impact on the workforce.

Many jobs in this field are deemed unskilled or semi-skilled, and automation may contribute to job displacement or reduced job opportunities for people working in this sector. Establishments must find a balance between embracing automation and retaining the human touch in their customer interactions to ensure the smooth transition into the age of service robots.


The hospitality industry has seen a surge in the adoption of service robots, offering several benefits to both businesses and customers. With increased efficiency and accuracy in service delivery, service robots have the potential to enhance guest experience and streamline operational tasks.

The use of robots also allows improved cost efficiency and resource allocation. For instance, robots can be utilised for repetitive tasks, reducing human staff workload and enabling them to focus on more complex and customer-centric tasks. As a result, businesses can better allocate their resources to improve their overall service offerings.

In addition, service robots can provide a unique selling proposition for hotels and other businesses in the hospitality sector. As technology advances, guests are increasingly drawn towards new and innovative experiences. Implementing service robots can set a hospitality business apart and become a differentiating factor, attracting a larger customer base.

However, it is crucial for the hospitality industry to strike a balance between the use of service robots and human interaction. Ensuring that the warmth and personal touch of human staff are not lost in the process is essential for maintaining the essence of the hospitality experience.

Despite the challenges, as the technology and capabilities of service robots continue to evolve, their positive impact on the hospitality industry will likely grow. By embracing these changes and adapting effectively, businesses can stay competitive in an ever-evolving landscape and maintain a high standard of service for their guests.

Leave a Reply