Applications of Robot Staff in Hotels

2022 ◽  
Author(s):  
Cheuk Ying Ho
Keyword(s):  
Hotel Industry ◽  
Service Robots ◽  
Current Technology ◽  
Front Desk ◽  
Room Service ◽  
Transfer Services ◽  
Current Stage

Service robots are being increasingly employed as hotel staff in the hotel industry. This study explored how hotels can better use and implement service robots for their operation. Four hotels using robots as their staff are chosen as examples for investigating what positions the robot staff do and the comments from customers. It was found that the acceptance of robots in delivering transfer services (eg. Carrying luggage, delivering room service, etc.) are higher than when they provide services at the front desk. These results demonstrated that customers have expectations in engaging with heartwarming interaction with staff when they stay in the hotel, which the robot staff are not providing such interaction in current technology. Therefore, it is suggested that the hotels can arrange the robot staff with the position that do not interact with customers in the current stage. The robot staff can assist the human staff in providing service until they can develop a sophisticated system in two-way interaction.

Construction and empirical research on acceptance model of service robots applied in hotel industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lina Zhong ◽  
Xiaoya Zhang ◽  
Jia Rong ◽  
Hing Kai Chan ◽  
Jinyu Xiao ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Technology Acceptance ◽  
Empirical Research ◽  
Hotel Industry ◽  
Perceived Value ◽  
Service Robots ◽  
Content Type ◽  
Hotel Service ◽  
Acceptance Model ◽  
Robot Selection

PurposeRobots, as the crystallization of new artificial intelligence, are being applied in various fields, especially the hotel industry. They are seizing the opportunities, using technology to improve the overall quality and comprehensive competitiveness. However, they also cause many problems due to practical limitations. The purpose of this paper is to study customers' recognition and acceptance of hotel service robots to guide the successful promotion of this technology.Design/methodology/approachThis paper proposed a comprehensive model based on the theory of planned behavior, the technology acceptance model and then the perceived value-based acceptance model. Exploratory factor analysis, confirmatory factor analysis, grouped regression analysis and path analysis was adopted to validate the impacts of each variable to obtain the final reliable model using data collected from hotel guests using a self-designed questionnaire.FindingsThe empirical research based on the theoretical model shows that the constructed conceptual model can thoroughly explain the influencing factors of hotel robot acceptance, enrich the acceptance theory and provide academic support for the use and popularization of hotel service robots. Among all variables, attitude, usefulness and perceived value are the factors that have the greatest impact on acceptance. They have significant differences in the effects of adjustment variables such as gender, educational level, whether hotel robots have been used, and whether other robot services have been experienced on different paths in the model.Practical implicationsThis paper explored the customer acceptance of service robots in hotels, helped to understand the process of decision-making on service robot selection and contributed to the theoretical extension of the hospitality industry. The work guides hotel management to promote better-personalized products and services of robot technology in the hospitality industries.Originality/valueThe acceptance study on hotel service robots provides insight into the hotel industry to understand customers' attitudes and acceptance of emerging technology.

Guests’ perceptions of robot concierge and their adoption intentions

2020 ◽  
Vol 32 (8) ◽  
pp. 2613-2633 ◽  
Author(s):  
Hyejo Hailey Shin ◽  
Miyoung Jeong
Keyword(s):  
Design Methodology ◽  
Hotel Industry ◽  
Service Robots ◽  
Service Encounter ◽  
Design Experiment ◽  
Service Encounters ◽  
Content Type ◽  
Hotel Service ◽  
Factorial Design Experiment ◽  
Different Levels

Purpose The hotel industry has witnessed an increasing number of service automation through service robots such as robot concierges. However, few studies have documented how to identify how hotel guests perceive a robot concierge for their service encounter. Therefore, the purpose of this study is to examine the effects of robot concierges on hotel guests’ attitudes and adoption intentions of robot concierges. Design/methodology/approach This study investigated the effects of robot concierges’ morphology and their level of interactivity with guests at different levels of hotel service on guests’ attitudes and their intentions to adopt robot concierges. To achieve the study’s objectives, this study conducted a 3 × 2 × 3 between-subjects factorial design experiment. Moreover, the survey asked questions about subjects’ preferences of their service encounters (e.g. human employees, robot concierges and/or no preference) and reasons for their selected preference. Findings The results demonstrated that the robot’s morphology significantly influenced guests’ attitudes toward robot concierges. In particular, the caricatured robot was the most preferred morphology of robot concierges. The findings showed that even if guests had favorable attitudes toward robot concierges, they preferred human employees to robot concierges because of humans’ sincere and genuine interactions. Originality/value This study contributes to the literature by investigating the causal impacts of the morphology of robot concierges, level of interactivity and level of hotel service on guests’ attitudes toward robot concierges. The thematic analysis of service encounter preference provides an overview of the factors that guests expect for their service encounters in a hotel setting.

An Analysis of One-Star Online Reviews and Responses in the Washington, D.C., Lodging Market

2012 ◽  
Vol 54 (1) ◽  
pp. 49-63 ◽  
Author(s):  
Stuart E. Levy ◽  
Wenjing Duan ◽  
Soyoung Boo
Keyword(s):  
Social Media ◽  
Market Research ◽  
Service Recovery ◽  
Hotel Industry ◽  
Geographic Location ◽  
Online Reviews ◽  
Online Review ◽  
Front Desk

The hotel industry continues to develop strategies for addressing consumer-generated online reviews, and particularly responding to poor reviews, which can have a damaging effect on a hotel’s reputation. To gain a greater understanding of the dynamics of poor reviews, this study analyzed 1,946 one-star reviews from ten popular online review websites, as well as 225 management responses from eighty-six Washington, D.C., hotels. A comprehensive complaint framework found that the most common complaints related to front desk staff, bathroom issues, room cleanliness, and guestroom noise issues. Complaints were also analyzed by hotel characteristics, including chain-scale segments, and reviewer characteristics, including purpose of travel and geographic location. Examining the reviews, highly rated hotels often respond to online complaints with appreciation, apologies, and explanations for what had gone wrong. Compensation adjustments are rarely mentioned by any hotel. The increasingly prominent role of social media necessitates that hotels use online reviews for market research and service recovery opportunities, regardless of whether they respond publicly.

scholarly journals ESP Course Design for Indonesian Hotel Industry: Need Analysis

2021 ◽  
Vol 2 (2) ◽  
pp. 52-61
Author(s):  
Yuyud Tri Guntoro
Keyword(s):  
Qualitative Method ◽  
English Language ◽  
Course Design ◽  
Tertiary Education ◽  
Participant Observation ◽  
Hotel Industry ◽  
Hotel Employees ◽  
Need Analysis ◽  
Foreign Accents ◽  
Front Desk

English for Specific Purpose (ESP) runs to equip learners’ English language for their future needs in tertiary education. In the hotel industry, the laborers’ English capabilities are crucial as their duties deal with foreign guests. However, hotel employees’ English language inability was found in a small case. Thus, the ESP argues able to advance labor’s English language skills. This research aims to identify staff’s English needs in the front-desk department by identifying labors’ lacks, wants, and necessities. Furthermore, this paper also seeks the expected ESP course. The data were collected toward three staff and a hotel manager by using the qualitative method. Additionally, interview and participant observation has established in Kapal Garden Hotel, Indonesia. The result are 1.) Speaking and listening are primary skills for a front desk job. It is in line with work necessities that front desk staff’s duties are to communicate with foreign guests. The ESP course is expected to lead the students to pronounce vocabulary in hotels, respond to the conversation in the check-in and check-out situation, explain hotel facilities, direct the guest to a certain place, and understand the various foreign accents. 2.) The staff expects flexible teaching for ESP course design.

Operation policy of multi-capacity logistic robots in hotel industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Woojin Lee ◽  
Young Dae Ko
Keyword(s):  
Optimization Technique ◽  
Service Robots ◽  
Content Type ◽  
Study Guides ◽  
Purchase Cost ◽  
Service Information ◽  
Capacity Level ◽  
Investment Cost ◽  
Room Service ◽  
And Function

Purpose This paper aims to propose an operation policy of multi-capacity room service robots traveling within a hotel. As multi-capacity robots can serve many requests in a single trip, improved operation policy can reduce the investment cost of robots. Design/methodology/approach Using a mathematical model-based optimization technique, an optimal set of robots with minimum installation cost is derived while serving the entire room service demands. Through testing a variety of scenarios by changing the price and function of robots to be installed, insights that consider the various situations are offered. Findings Though the increase in capacity saves much time for room service at a lower capacity level, the amount of time saved gradually decreases as the capacity increases. Besides, the installation strategy is divided into two cases depending on the purchase cost of robots. Research limitations/implications Currently, the studies focusing on the adoption of service robots from an operations view are rarely be found. To reduce the burden of investment cost, this study takes the unique approach to improve the operation policy of service robots by using the multi-capacity robots. Practical implications This study guides the hotel to install an adequate set of robots. The result confirms that the optimal installation set of robots is affected by various factors, such as the room service information, the hotel structure and the unit execution cycle. Originality/value After the outbreak of COVID-19, people avoid face-to-face contact and interest in non-contact service is growing. This paper deals with the efficient way to implement non-contact delivery through logistic robots, a timely and important topic.

scholarly journals Standar Operasional Prosedur Room Service Natya Hotel, Tanah Lot, Bali

2019 ◽  
Vol 1 (1 Special Edition) ◽  
pp. 162-181
Keyword(s):  
Qualitative Research ◽  
Operating Procedure ◽  
Hotel Industry ◽  
Standard Operating Procedure ◽  
Research Data ◽  
Hotel Room ◽  
Standard Operating ◽  
Service Department ◽  
Room Service ◽  
Procedure Room

The key of success in terms of hotel industry is the implementation of the Standard Operating Procedure (SOP) determined by each hotel. This efforts important for the guests, so that visitors feel satisfied, comfortable and have willingness to return to visit a hotel. Room service at Natya Hotel, Tanah Lot has have implemented their SOP, but there are several obstacles when implementing it. This study aims to examine the constraints faced in the implementation of Room service department task in Natya Hotel, in order to see the professionalism of room service man. This research used a qualitative research. Data collection techniques are carried out through observation techniques, interviews, documentation and also literature studies. The results of the study revealed the SOP that was run at Natya Hotel in the room service department are receiving orders from the telephone, making captain orders, preparing equipment, orders being delivered to guest rooms. The obstacles faced in implementing the SOP are namely less amount of staffs and language barrier. Keywords: Standard Operating Procedure, Room Service, Hotel

scholarly journals THE IMPACTS OF ROBOTS AND ARTIFICIAL INTELLIGENCE ON SERVICE QUALITY IN THE HOTEL INDUSTRY

2020 ◽  
Vol 3 (2) ◽  
pp. 163-170
Author(s):  
Suzana Marković ◽  
Sanja Raspor Janković ◽  
Vedran Zubović
Keyword(s):  
Artificial Intelligence ◽  
Service Quality ◽  
Customer Service ◽  
Hotel Industry ◽  
Service Operations ◽  
Service Robots ◽  
High Tech ◽  
Extensive Literature ◽  
Technological Characteristics ◽  
Wide Range

Service robots and artificial intelligence promise to improve the service quality. Robotics in combination with rapidly improving technologies like artificial intelligence, bring opportunities for a wide range of innovations that have the potential to change service quality in hotel industry. Based on an extensive literature review, this article presents the acceptance of service robots in hotel industry. The paper acknowledges that the adoption of the robots and artificial intelligence on service quality is focused on the challenges of technological characteristics, customers’ readiness and practical effectiveness of the business. The study provides a comprehensive and systematic review of robots and AI concepts in a hotel industry and examines their impacts on service quality. The hotel industry future is going to be affected with high-tech tourism companies offering robot-automated services which rely on guidance to adopt and integrate robotics into their customer service operations.

FM Verification for the 21 st Century

2008 ◽  
Vol 18 (1) ◽  
pp. 4-9 ◽  
Author(s):  
Leisha Eiten ◽  
Dawna Lewis
Keyword(s):  
Hearing Loss ◽  
Hearing Aids ◽  
Hearing Aid ◽  
Current Technology ◽  
The Past ◽  
Technological Advances ◽  
Children With Hearing Loss

Background: For children with hearing loss, the benefits of FM systems in overcoming deleterious effects of noise, distance, and reverberation have led to recommendations for use beyond classroom settings. It is important that audiologists who recommend and fit these devices understand the rationale and procedures underlying fitting and verification. Objectives: This article reviews previousguidelines for FM verification, addresses technological advances, and introduces verification procedures appropriate for current FM and hearing-aid technology. Methods: Previous guidelines for verification of FM systems are reviewed. Those recommendations that are appropriate for current technology are addressed, as are procedures that are no longer adequate for hearing aids and FM systems utilizing more complex processing than in the past. Technological advances are discussed, and an updated approach to FM verification is proposed. Conclusions: Approaches to verification andfitting of FM systems must keep pace with advances in hearing-aid and FM technology. The transparency approach addressed in this paper is recommended for verification of FM systems coupled to hearing aids.

Fallstudie Gelré Krankenhaus: Room Service „à la carte“

2017 ◽  
Vol 22 (05) ◽  
pp. 54-54
Keyword(s):  
Room Service ◽  
A La Carte

Optimale Patientenzufriedenheit und Qualität durch dezentrale Speisenlogistik – die Wechselbereitschaft der Krankenhäuser von einem bestehenden Verpflegungssystem hin zu einer anderen Form der Speisenversorgung ist gestiegen.

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