NEWH - Fall 2024 - 66

GUEST PERSPECTIVE
Robotics can improve hygiene and safety by minimizing the amount
of human presence where disease transmission may be a risk. In the
future, robots can be implemented in services that deal with an influx
of immune-compromised people, such as in elderly care homes or hospitals,
helping reduce the spread of certain illnesses and keep sensitive
populations healthy. Relay Robotics is a hotel service robot that completes
guest's requests such as delivering towels, toiletries, and room
service orders autonomously. Relay is equipped with an internal map
of the building so it is familiar with the layout, room numbers, and common
areas. Through light detection and ranging, the robot is able to
safely maneuver through crowds of people, avoiding obstacles, ensuring
smooth navigation. Savioke's Relay is not meant to replace human
staff but instead create the opportunity for human staff to focus on
more high priority tasks. This technology can be applied beyond hotels,
extending to office buildings, hospitals, and other environments.
AI revolutionized the hospitality industry, enhancing guest experiences
and optimizing operations. It enables round-the-clock assistance for
queries, reservations, and even provides personalized recommendations
for the guest. AI algorithms analyze vast amounts of data sets in
order to anticipate guest preferences. Because AI is operating at such
a huge scale, it can recommend services ranging from room preferences
to dining choices, ensuring the guest feels valued and understood.
AI enhances security protocols by monitoring surveillance cameras,
detecting anomalies, and preventing theft or unauthorized access. The
majority of the casinos in Las Vegas, for example, use facial recognition
systems. " One of the most critical aspects of this technology is that
it, along with state-of-the-art casino security cameras, will go a long
way in helping casinos beef up their security. This doesn't just apply to
those trying to buck the system through card counting or other such
frowned-upon methods. It also keeps track of who is on what machine
when there is a financial threshold surpassed in one game, or if there
is a cybersecurity issue, or even something as simple as assisting with
security on the casino floor when it comes to pickpocketing and other
crimes, " (BetMGM 2023). This technology is still in its infancy, which
means that it can grow and become more powerful. " Broadly speaking,
facial recognition technology is 99 percent accurate. But our industry
as a whole has more work to do to secure that extra percentage point.
That's because there are a few demographic blindspots, " (Econnect
2022).
Finally, AI can be used in predictive analytics. AI predicts guest behavior,
preferences, and booking patterns. Hotels can use this information
for targeted marketing and loyalty programs. Anticipating guest
needs leads to better service and repeat business. AI-driven revenue
management systems analyze market trends, demand, and competitor
pricing. This can help businesses decide where to set prices.
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With AI and robotics being so beneficial to the current hospitality environment
and constantly developing, there is a possibility of it taking
the jobs of workers in the industry. Robot maids, for instance, will be
beneficial to hotels that are extremely large and have hard times finding
workers or are always backed up. Hotels may move to this alternative
to reduce labor cost since they will be able to replace a number of
housekeepers with a worker or two that will handle maintenance of the
machines. Machines like this are a great solution for worker shortages
or any type of pandemic, are far more consistent in cleaning rooms, and
can work around the clock everyday with only a few hours of charging.
The definition of hospitality is constantly changing and, with the addition
of robotics and AI, change has never been more prevalent. As
technology advances, so must society and existing industries. In the
ever-evolving landscape of the hospitality industry, the seamless integration
of AI and robotics promises to elevate guest experiences,
streamline operations, and create a harmonious blend of human
warmth and technological efficiency.
❙❘❚
This piece has been edited for length.
Magazine
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NEWH magazine has U.S. and international distribution
targeting architects, interior designers, hotel owners and
management, and all the many facets that encompass
the hospitality industry.
INQUIRIES:
Melani Beattie 312.218.5691
melani.beattie@newh.org
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NEWH - Fall 2024

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