AI service robots in a 4-star hotel: enhancing guest and employee experiences

Abstract

Artificial intelligence (AI) has recently become a vital technology affecting several sectors, including hospitality. The expanding use of AI robots in functions previously performed by humans raises important issues — which are currently unknown — regarding how AI robotics may affect personnel and guests. This study examined guests’ and staff’s experiences with service robots in a 4-star southern Dutch hotel. The report offers the hospitality industry AI robot implementation advice. In-depth staff interviews and 4-star hotel guest surveys were completed. Data from customers and staff showed a need for service robots at the front office. This demand highlights the need for service robots at the front desk to serve leisure and business clients and to aid staff. However, both quantitative and qualitative studies imply that a tangible human welcome is still necessary, especially for leisure tourists. This study found that customers and personnel at the front office want service robots, with leisure and business guests preferring  something different. These demographics perceive human connections as essential for a good visitor experience, emphasising the complexities of AI in hospitality.