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Robots And Artificial Intelligence Present Challenges, Opportunities For Hospitality Industry

Mar 19, 2019 by

By increasing efficiency, robots will save customers time and money. But finding the right blend of hospitality and technology will be vital.

Fueled by labor shortages, experts predict that robots will make up 25 percent of the hospitality workforce by 2030. Companies that embrace the new technology will have a competitive advantage, according to researchers from the UH Hilton College of Hotel and Restaurant Management.

“The front desk at a lot of hotels will go away and it’ll be self-check-in, there’s also a concierge service that will be digital,” said John Bowen, a professor at the Hilton College.

Bowen and professor Cristian Morosan published one of the first studies to predict the major disruption robots and AI will cause. New systems will learn from consumer behavior allowing companies to present products or services tailored to guest preferences.

“We’ll be able to get a lot more information on who’s coming to the hotel and then customize the stay for them so it’ll create a better experience,” Bowen said.

By increasing efficiency, robots will save customers time and money. But finding the right blend of hospitality and technology will be vital.

“There always has to be a balance between high tech and high touch in hospitality — technology just comes in to enhance that experience and provide opportunities for people to do a better job at being hospitable,” Morosan said.

Source: UH Moment: Robots And Artificial Intelligence Present Challenges, Opportunities For Hospitality Industry – Houston Public Media

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