Human vs Machine: Will Robots Replace Human Staff in Hospitality?

Written by Team SPARK | May 10, 2023 10:22:26 AM

The hospitality sector covers a diverse range of establishments, from hotels to restaurants and bars. With customer service being a vital aspect of this industry, many businesses are adopting automation through the use of robots. Nonetheless, this move often prompts the concern that "Robots are replacing human jobs". In this article, we'll delve into this statement and examine the benefits and drawbacks of utilising robotics. We'll also explore how businesses can strike a balance between robot and human staff to optimise operations.

Advantages of Robotics

Integrating robotics into a hospitality setting can offer a range of benefits that aid both customers and staff. Some of the advantages of employing robotics in this industry are:

Improved Efficiency: Robots can perform tasks faster and with fewer errors than humans, such as cleaning rooms, preparing food, and serving drinks. This can lead to shorter wait times, faster service, and increased productivity.

Cost Savings: Investing in robots can be expensive, but in the long run, they can reduce labour costs and improve the bottom line for businesses.

Enhanced Customer Experience: Robots can provide a unique and futuristic experience for customers, such as robot greeters or bartenders. They can also offer personalised recommendations based on data analysis of customer preferences.

Consistency in Service Delivery: Robots can perform tasks consistently and without variation, leading to higher levels of quality control and customer satisfaction.

Staff Shortages: Robotics can alleviate the burden of tasks from staff which will assist businesses with the staff shortage issues.

All-In-One Cleaning Robot, Phantas

Concerns Around Robotics

The decision to employ robotics in your hospitality establishment can also raise concerns, such as the potential for reduced human interaction and, most significantly, the possibility of robots replacing human jobs.

Job Loss: One significant worry regarding the use of robotics in the hospitality industry is that they will replace human staff altogether. However, it's important to note that robots have limitations and can only perform specific tasks. Thus, human staff remain an essential component of any successful hospitality venue. The integration of robots in this industry is intended to aid human staff, not substitute them entirely.

Limited Problem-Solving Abilities: While robots are highly efficient at performing routine tasks, they have limited capacity to think creatively or adapt to unexpected situations. As a result, they may struggle to manage complex customer requests or complaints. This highlights the continued necessity of human staff in the hospitality industry to ensure that such situations are adequately handled.

Difficulty of Technology: Since not everyone is tech-savvy, staff and customers may find it challenging to navigate new technological tools. To address this issue, it's crucial to train staff in advance to ensure they are comfortable operating advanced technology. Additionally, businesses should provide alternative service options to customers who may not be comfortable using robots or other automated systems.

Balancing Robotics and Human Staff

Businesses should identify repetitive or time-consuming tasks that can be automated, such as cleaning or stocking supplies. This will allow human staff to focus on more complex tasks that require their unique skills and abilities.
Businesses should invest time into training to help human staff adapt to the use of robots in their operations. This will ensure staff are happy to work with robotics and confident that they know how to operate the robot.
Businesses should ensure that the use of robotics doesn't erase the human interaction that customers receive. This can be achieved by encouraging human staff to engage with customers, providing personalised service, and creating a welcoming atmosphere.

KettyBot delivering food in Maldron Hotel Newcastle

In conclusion, the use of robots in the hospitality industry offers many advantages in terms of efficiency, cost savings, and enhanced customer experience. However, there are concerns about the negative impact on human staff and their ability to provide personalised service. The key to balancing the use of robots and human staff lies in identifying tasks that can be automated, providing training to human staff, and maintaining a human touch in service delivery. As the hospitality industry continues to evolve, businesses must find ways to incorporate technology while preserving the importance of human connection and empathy.

At SPARK EPoS we have a wide range of robotics capable of assisting with hospitality service and cleaning, these robots are suitable for a variety of venues such as restaurants, hotels, hotels and even warehouses. Our Service Robotics are designed for reception, delivery, and collection! Use them to deliver food to customers, collect their dirty dishes, cruise around a venue bearing refreshments and advertisements, or guide guests to their chosen destinations. Our range of Service Robots includes; Premium Delivery Robot BellaBot, Greetings & Delivery Robot KettyBot, Heavy-Duty Delivery Robot HolaBot, Universal Delivery Robot PuduBot 2, and Versatile Delivery Robot SwiftBot. Our Cleaning Robotics do exactly what they say on the tin - they clean! Easily disinfect and automatically scrub your venue day in and day out with the use of smart, path-planning robots that are sure to boost the efficiency of your cleaning operation. Our range of cleaning robots includes; Intelligent Commercial Cleaning Robot Pudu CC1, All-In-One Cleaning Robot Phantas and Disinfecting Robot Puductor. Our top-of-the-range Hotel Service Robotics are built for multi-story deliveries and are able to operate lifts without any human intervention. Conduct automated room service and boost service efficiency all while going completely contactless. Our range of Hotel Service Robotics includes the all-new ButlerBot W3.