The Future of Hotels Robotics, AI, and Service Automation in Practice

Abstract

The chapter examines the implementation of Robotics, Artificial Intelligence, and Service Automation (RAISA) in the hotel industry, focusing on their role in improving operational efficiency and customer experience. It highlights the advantages of RAISA, such as reduced costs, enhanced accuracy, and service consistency, while addressing challenges like limited emotional engagement and technical shortcomings in human-robot interaction. The COVID-19 pandemic accelerated RAISA adoption, prompting hotels to incorporate contactless technologies to meet evolving customer expectations. However, concerns over a lack of empathy and adaptability remain, as robots struggle to replicate human social skills. The chapter offers solutions for optimizing RAISA use, including differentiating between tasks for robots and human staff and promoting collaboration. It concludes with recommendations for future research on human-robot collaboration, privacy, ethics, and RAISA's role in achieving sustainable development goals in the hotel sector.