Guests at the Aloft Hotel at Dallas Love Field who call the front desk for extra towels are greeted by a delivery robot . The robot navigates the lobby , rides the elevator and telephones the room when it arrives at the door . “ The guests just love it ,” says Toni Stoeckl , vice president and global brand leader for Aloft and three other Marriott International brands . “ It ’ s a test for us . We ’ re using Aloft as a lab for new technologies .”
It ’ s part novelty , part functionality . Hotels
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are experimenting with robots , especially for repetitive tasks such as delivering amenities to rooms , storing luggage and playing concierge .
Aloft employs delivery robots at six of its more than 140 properties . Hotel Icon in Hong Kong has tested robots for serving drinks at poolside and vacuuming public spaces . Henn na Hotels Japan got worldwide publicity for its properties that are 90 % staffed by robots , including an animatronic dinosaur . Royal Caribbean cruise ships employ robotic arms to mix cocktails ,
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producing two drinks per minute – and eliminating the risk of a heavy hand in pouring .
The larger question is how far robots will penetrate the world of hospitality — the very term implies a human touch . “ People are worried about the potential loss of jobs , which is why hotels are cautious ,” says London-based hospitality consultant Monica Or .
Experts say robots are likely to make inroads in tasks that are mechanical and routine . That ’ s especially useful at select-service hotels with limited
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staff such as Aloft . Staff members are able to “ spend more quality time with our guests ,” Stoeckl says .
Robots aren ’ t a brand standard . “ It depends on the needs of the individual property ,” he adds . “ We may or may not roll it out broadly .” Aloft ’ s Botlr robot is a product of California-based robotics company Savioke .
Hotel employees are happy to have robots pick up their most tedious tasks , says Helen Chun , associate professor of services marketing at the Cornell University School of
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Hotel Administration . “ And customers are pleased that they don ’ t have to come up with a $ 2 or $ 3 tip ,” she says .
' AWKWARD INTERACTIONS ' Technology-conversant millennials are apt to be most comfortable with hotel robots . “ It can minimize awkward interactions – not every human touch is important ,” Chun says .
Some hotels are experimenting with robots as concierge , being programmed to answer common questions such as directions to the pool or “ Where
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10 hotelsmag . com May 2018 |