14/07/2021
𝗜𝗻 𝘁𝗵𝗲 𝗻𝗲𝗮𝗿 𝘁𝗲𝗿𝗺, 𝗵𝗼𝘀𝗽𝗶𝘁𝗮𝗹𝗶𝘁𝘆 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝗮𝗿𝗲 𝗳𝗼𝗰𝘂𝘀𝗲𝗱 𝗼𝗻 𝗵𝗼𝘄 𝗯𝗲𝘀𝘁 𝘁𝗼 𝗱𝗶𝗴𝗶𝘁𝗶𝘇𝗲 𝘁𝗵𝗲 𝗴𝘂𝗲𝘀𝘁 𝗷𝗼𝘂𝗿𝗻𝗲𝘆.
In practice, that means re engineering steps such as the inefficient check-in and check-out experience, room-key access, or room-service ordering to make them immediately available via a smartphone.
● Several global hotel brands, however, are already testing the ability of robots to perform check-in, concierge, and room-service tasks.
● Ultimately, AI-enabled robots could tackle many on-property functions. So far, only a few properties, such as the Henn-na Hotel in Japan, have attempted to deploy robots (including a robotic dinosaur receptionist!), but we would expect to see increasing experimentation with robotics and automation over time.
● Hampton Inn in San Francisco Bay Area basic room service tasks, including deliveries of food, drinks, and toiletries, were handled competently by a wheeled robot from a company called Savioke.
The robot used LIDAR to avoid obstacles as it rolled down hallways, rode elevators by itself, and recharged in the lobby when not in use.
Guests were calling down and requesting toiletries even if they did not actually need the item just for the novelty of receiving robotic room service.
While some guests may balk at service robots, others will welcome these encounters in hotels as long as the robots prove friendly, safe, and capable.
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