Humanoid robot Pepper is placed on April 30, 2020, at the lobby area of a hotel in Tokyo reserved for coronavirus patients with mild or no symptoms. (Photo by Kyodo News via Getty Images)
Humanoid robot Pepper is placed at the lobby area of a hotel in Tokyo reserved for coronavirus patients with mild or no symptoms. (Photo by Kyodo News via Getty Images)

Robots could soon be serving guests in hotels across the world, academics say.

Researchers say they could soon be undertaking all front and back of house activities in hotels to help the industry from the coronavirus crisis.

These include cooking hamburgers and cleaning floors, as well as serving cocktails, checking in hotel guests, and delivering items to hotel rooms.

They say the development of service robots are anticipated to increase efficiency and productivity of hotel activities.

The team from the University of Surrey spoke to 19 different hotel HR experts to identify the key trends and major challenges that will emerge in the next ten years.

And also how leaders should deal with the challenges brought about by service robot technologies.

The research team say robotic interaction in hotels could facilitate more socially distanced models of operation to enable a safer and faster reopening and recovery of some hotels.

A waitress grabs a beer served by the Beer Cart robot,made by the Spanish based Macco Robotics foodtech company, at the bar 'La Gitana Loca' in Seville during the national lockdown (AFP via Getty Images)
A waitress grabs a beer served by the Beer Cart robot,made by the Spanish based Macco Robotics foodtech company, at the bar ‘La Gitana Loca’ in Seville during the national lockdown (AFP via Getty Images)

They claim many industries are having to reinvent processes and systems to cope with a new isolated way of life and prevent them from falling into financial ruin due to COVID-19.

However, the team also noted that the technology may pose challenges such as high costs, skill deficits and significant changes to the organizational structure and culture of hotels.

Therefore, they anticipated applications and integration of robotic technology would require leaders of the future to carefully consider the balance between the roles of service robots and human employees in the guest experience and to nurture a work environment that embraces open-mindedness and change.

Dr Tracey Xu, lecturer in Hospitality at the University of Surrey’s School of Hospitality and Tourism Management and lead author of the study, said: ‘Application of service robots in the hotel industry is on the rise.

‘With the added factor of a need to reassure potential guests that their stays will be compatible with minimised social contact and human interaction, this process could be accelerated.

‘During the lockdown period it is likely that hotel managers will be planning for a ‘fresh start’ in the recovery and rebuilding period after the social isolation restrictions have been lifted and this is predicted to have a positive stimulus on the adoption of service robots.’

A Pepper robot standing at the entrance to a building in Japan wearing a face mask (AFP)
A Pepper robot standing at the entrance to a building in Japan wearing a face mask (AFP)

‘The anticipated applications and integration of robotic technology will require leaders of the future to carefully consider the balance between the roles of service robots and human employees in the guest experience and to nurture a work environment that embraces open-mindedness and change.’

Dr Xu was joined in her research by fellow Surrey colleague Mark Ashton, Teaching Fellow, and Jason Stienmetz, Assistant Professor at MODUL University Vienna.

Mr Ashton added: ‘This is the first type of study to examine hospitality leadership and human resource management in the context of robotized hotels and at a time where hotels seem to need it most.

Xiao ai robot waiters. Gran caff??? rapallo. rapallo. (Photo by: Marka/Universal Images Group via Getty Images)
Robot waiters have already been used around the world with varying levels of success (Photo by: Marka/Universal Images Group via Getty Images)

‘Forward-thinking businesses who are proactively prepared for the introduction of these exciting new technologies will benefit in the long term.’

The study has been published in the International Journal of Contemporary Hospitality Management.