Automating Hospitality

Hospitality Technology – The use of robotics is experiencing exponential growth with global robotics market revenues forecasted to grow from $28 billion in 2015 to $151 billion a year by 2020. Tractica predicts the majority of that growth will come from “non-industrial” robots. Scott Langdoc, senior vice president and practice lead at Boston Retail Partners (, says that the hospitality industry will not be immune to the increasing applications for machines taking on tasks once relegated to humans.

Hospitality Technology’s research reveals that robots are a burgeoning area of interest for hotels and restaurants. According to the 2018 Lodging and Restaurant Technology Studies, one out of four hotels (25%) named robotics a top emerging technology, and 33% of restaurants believe robots will make an impact on foodservice.

“We expect to see a significant increase in the deployment of both customer-facing and efficiency-oriented robots throughout the hospitality industry — both in terms of total robotic units deployed and in the number of hospitality locations using them,” Langdoc states. With dramatic improvements in cost, industrial design, and AI-based engagement capabilities, the number of potential robotic uses cases has tripled in the last 18 months.”

Though social acceptance of robots is increasing and more people are willing to use, touch and interact with them, many worry about what they see as the inevitable loss of jobs as the usage of robots increases in the hospitality industry. Boston Retail Partner’s Langdoc sees this as a challenge.

“The use of robotics must be seen by the guest as an augmentation of guest services, not as a replacement for the human labor element,” he says. “It is paramount that companies deploying robots properly promote and communicate the initiatives to avoid potential negative reaction from guests that perceive the robots are ‘taking away jobs.’”

Read full article: Automating Hospitality

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