Luxury Hoteliers Magazine 2nd Quarter 2016 | Page 82

The Robot Revolution

By Maggie Reyes
Do you remember Data , the android on Star Trek that was eternally in search of a soul ? He was always trying to learn how to tell jokes . Apparently joke-telling is an advanced human function .
I thought of Data every time I read another article about the robot boom in the hotel industry .
Hilton has its own ( rudimentary , yet revolutionary ) version of Data with “ Connie ,” the robot concierge . Connie wants to give your Guest Services Staff some of their time back by answering simple questions for directions , and recommending dining options and local attractions .
Jim Holthouser , EVP of global brands for Hilton Worldwide described projects like Connie to Fortune Magazine as “ purposeful innovation ,” the type of experiment that could help them enhance the guest experience .
Other hotels are experimenting with a different type of Robot called “ Relay ” that can deliver room service , a toothbrush or extra towels , using WiFi to press elevator buttons and buzz on guests ’ doors .
The robot revolution is in full swing and coming to a hotel near you very soon , if it didn ’ t bring you breakfast already this morning .
Where do robots fit in guest service ?
Will they be like cars that replace horses and completely change the face of our industry ?
It ’ s probably too soon to tell .
They are more like buggies than cars at the moment . Robots can perform simple tasks and perhaps automate processes that will save our teams time and improve some efficiencies .
Should those of us who are passionate about service , and details and personalization , be worried right now , or excited ?
I choose excited .
Because robots might be able to help us do our jobs better , however , the fifth star in our five star world will always come from the human touch .
The ability to surprise and delight may be mimicked by artificial intelligence someday , but that day has not yet arrived . And it ’ s probably a long way off .
In the meantime , the value of emotion , connection and creating unforgettable magical moments that live on in family histories and road warrior diaries will only increase as our ability to automate increases .
In Gallup ’ s 2014 Hospitality Industry study , “ responsive employees ” were valued across all market segments and of course , highly valued in the luxury category .
Will Robots like Connie and Relay help us amplify our responsiveness in ways we cannot imagine today ? Probably .
Technology in service of humanity can be awe-inspiring . We now hold access to all of the world ’ s known information in our hands every day . The answer to almost anything is “ Googlable .” And yet -
People still tell better jokes . I think it took Data several seasons to finally tell a joke in a way that inspired laughter .
Our teams still have the market cornered on the warm and friendly welcome , the well delivered goodbye with the invitation to return and most important , the inspiration and ingenuity that gave way to implementing robot technology in the first place .
Teams plus technology – that is our reality today and it will continue to be even if our room service is delivered on a roving machine with electronic heating devices .
About the author Maggie Reyes is a Recruitment Consultant and Life + Career Coach who believes in the intersection between love and work . She thinks that the more we love what we do , the more successful and fun it will be . In addition to her focus on recruiting for luxury hotel and cruise companies , she has been featured in several publications including : Brides , American Airlines Cents magazine , and the nationally syndicated radio show , Day Break USA . Maggie believes we can change the world of work one passionate person at a time . She is the Sr . HR & Recruitment Consultant at Hospitalio , the most connected hospitality search firm in the world reaching over 200,000 hospitality professionals in more than 90 countries . When she isn ’ t recruiting superstars , you can find her on Twitter at maggie . reyes001 or on Linked In at https :// www . linkedin . com / in / maggiereyes001 .
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