Carry on, Jeeves
Named after the famous P.G. Wodehouse character, Hotel ICON's own robot butler Jeeves is used to enhance productivity in many areas of the hotel. This article was written by Donald Gasper at Asian Hotel & Catering Times on April 2018.
The emergence of robots and hi-tech innovation in hospitality is slowly becoming a trend. In the last two to three years, 'hospitality robots' have been slowly making their way into hotels as well as other service-related industries and they are now more than just a novelty.
A recent study published by SiteMinder and IdeaS Revenue Solutions reports that leading hoteliers believe that robots can never replace genuine hospitality. However, they concede that they can decipher big data to learn about guests faster than humans.
"Robots are more than just a publicity stunt" says Richard Hatter, general manager of Hotel ICON. "Different robotic solutions are used to enhance productivity in both 'front' and 'back of house' work processes."
"First, robots are increasingly being used to collect data for analysis," he explains: As robots perform different tasks, they are able to collect data about guest behaviour and preferences.
"Second, service delivery robots are being utilised as helpers in housekeeping, a physically-demanding department, in the delivery of amenities.
"Third, more advanced e-housekeeping software is being developed to integrate the hotel's systems to improve both service and staff efficiency. Fourth, hotels are testing with voice command technology that will allow guests to control the room temperature and lighting, the TV and other electronic devices in their guest rooms."
"Fifth, the 'Sharing Economy': E-commerce companies are coming up with apps that assist with the ups and downs of staffing needs of hotels. The model has taken off in the US and we could see it catching on here, in Asia, as well."
Hoteliers believe that the future of hospitality should be one that combined technology with the human touch to create an enjoyable but authentic experience.
"Robots are more than just a publicity stunt. Different robotics solutions are used to enhance productivity in both 'front' and 'back of house' work processes."
Richard Hatter, General Manager of Hotel ICON
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