EHL 604: Robotics Impact and Future Trends in Australian Hospitality

This report provides an overview of the increasing trend of using robotics in the hospitality sector, with a specific focus on its impact on the Australian hotel industry. It begins by discussing the trends driving innovation in the hospitality industry, such as the changing preferences of modern travelers and the need for cost-effective solutions. The report then explores various types of innovations, with a special emphasis on the role of robots in addressing workforce shortages and enhancing guest experiences. It further analyzes the potential benefits of robotics for the Australian hotel industry, including improving customer loyalty, reducing operational costs, and enhancing personalization. The report concludes that robotics can provide a solution to the challenges faced by the Australian hospitality industry by automating basic tasks and providing a more personalized experience for guests.

Running head: THE RISE OF ROBOTICS IN HOSPITALITY
The Rise of Robotics in Hospitality
Name of the student:
Name of the university:
Author note:

1THE RISE OF ROBOTICS IN HOSPITALITY
Executive summary
The study is aimed at delivering a brief but an informative discussion on the trend which are
driving the global hospitality sector. Such trends are acting as a catalyst to produce various
innovative technologies which could enhance the visitor's experience. Robotics is being given
specific consideration in this paper. Additionally, it also finds the impact of robotics on the
Australian hospitality industry.

2THE RISE OF ROBOTICS IN HOSPITALITY
Table of Contents
1. Introduction:................................................................................................................................3
2. Findings and Discussion:.............................................................................................................3
2.1 Focus on the main task of the assessment and specifically on the impact role and future
trends of disruptive technology:..................................................................................................3
2.1.1 Trends driving the innovation:........................................................................................4
2.1.2 Various kinds of innovation:..........................................................................................6
2.1.3 Special focus on robots:..................................................................................................7
2.2 Its impact on the Australian Hotel and Hospitality industry:................................................7
3. Conclusion:..................................................................................................................................9
References:....................................................................................................................................10

3THE RISE OF ROBOTICS IN HOSPITALITY
1. Introduction:
The trend is now getting changed. The modern day travelers and the millennial travelers
now do not need anymore the hotelier experience of their parental era (Tugores & García, 2015).
They are price-conscious as they have a varied range of platforms which shows a different range
of hotel packages. Moreover, the modern day travelers are now able to compare between the
different offers and find the best match for their requirements. In addition to the packages, they
also look for an entirely different experience which had never been in the ancient times
(Schuckert, Liu & Law, 2015). Such trends have changed up the mind of hoteliers. They are now
looking for a varied range of technological innovation which could provide an elevated living
experience to customers (Schuckert, Liu & Law, 2015).
This study is also purposefully based on finding the impact of disruptive technology in
the hospitality sector. The purpose is being served in this paper with the help of few current
innovations in the hospitality sector. However, the study is primarily aimed at understanding the
future trends for robots. Robots are believed to replace the few physical staffs that are being
hired especially for the room service (Richard, 2017). Moreover, robots are supposed to take care
of the basic thing like taking and delivering the orders to the guest’s room. This does not only
answer to the needs of contemporary travelers but it also sorts out to some extent the workforce
shortage at the global level (Richard, 2017).
2. Findings and Discussion:
2.1 Focus on the main task of the assessment and specifically on the impact role and future
trends of disruptive technology:

4THE RISE OF ROBOTICS IN HOSPITALITY
In the hospitality industry, there are happening the few changes which catch the attention.
Notably, there are few trends or the issues are driving such changes. This section of the study
focuses on the current trends that are driving the technological innovation in the hotel industry.
Additionally, this also focuses on the various innovations that the hotelier across the globe is
bringing up to their respective hotels. Moreover, the section specifically focuses on the use of
robots in hotels.
2.1.1 Trends driving the innovation:
Types of travelers-
There have been considerable changes in the type of travelers that visit the different parts
of the world. It does not matter whether they are visiting for business purpose or they are going
for a tour, they simply look for cost-effective packages and experiences which keep ringing in
their mind. The modern day travelers have a very different set of mind in regards to travel. They
do not want to have the experience that their ancestors or the parents used to have (Baka, 2016).
Millennial travelers, in particular, have impacted the thought process of the hotel industry.
Hoteliers across the globe are now heading to get the required innovation happen to their hotels.
As a result of the fact, there are happenings intense changes in the hospitality industry across the
globe (Baka, 2016).
Millennials have the addiction to technological gadgets. They are being born and brought
up in an environment where they find Smartphone or tablets from their early age of childhood. It
makes a lot of difference to their mentality and the thought process. Consequently, they get
addicted to the various types of technological gadgets at their different stages to support their
different purposes (Seilov, 2015). Such habits do not only produce the habit of using the

5THE RISE OF ROBOTICS IN HOSPITALITY
technological gadgets but in the meanwhile, they are also being exposed to a world bigger than
their parents used to have at their early ages. A continued exposure to a wide range of
information in regards to a particular topic helps them to develop the comparative skills which
they use to select the best match for their needs (Seilov, 2015). For an example, they make a lot
of research on the global universities in regards to different aspects like the fees structure, the
infrastructure of the university, the quality of education, the worldwide reputation of the center,
the tutors and the much more.
Such skills are the result of what the millennial were being exposed to. The reflection of
what they have developed gets evident whenever they decide to do something new. Moreover,
when travelers like the millennial plan a trip, they really do an extensive research before
boarding to the target destination. Today, there are several online platforms where millennial and
the modern travelers can find the different packages offered by the different hotels across the
global level. Travelers are now able to find the best match for their needs (Tugores & García,
2015). This is one of the trends that encourage the hoteliers to use innovative approaches to offer
their target customers the best packages (Tugores & García, 2015). To serve the purpose, they
will be required to use innovative technologies which could help them to reduce the total cost.
Moreover, by doing so, they will be able to offer their customers the competitive packages
(Tugores & García, 2015).
When travelers board to their target destination hotel, they look for an experience which
is new and attractive also. This is where the bigger part of innovation happens in the hotelier at
the global platform. From automated check-in & check-out system to robotics trends are all then
take place. Different hotels deploy technology to save energy which on the other hand saves on

6THE RISE OF ROBOTICS IN HOSPITALITY
the total cost. From keyless entry to creating a more personalized experience then also finds its
origin (Pourfakhimi & Ying, 2015).
2.1.2 Various kinds of innovation:
The preceding section has discussed the few of the trends which are driving the
technological innovation in the hospitality sector. Following is the list of innovation which is
largely in the picture:
Automated check-in and check-out-
This is one of the kinds of innovation where hotels have planned to mobilize the check-in
and the check-out process. The move is not only good for leaving a good impact on the
customers but this may also help in reducing the work pressure from the physical staffs (Bowie
et al., 2016). Moreover, they in such circumstance can have added time to look after the guest
and provide them a warm welcome. However, there is a need to have a balanced relation
between the staffs and the technology, so that, they do remember their roles and responsibilities
(Bowie et al., 2016).
Keyless entry is also expected-
The keyless entry will be attained by eliminating the entry with a swipe card. The
innovation in this regard may be appearing in the form of a mobile app through which visitors
will be able to enter the room (Page, 2014).
Offering a more personal experience to guest-
Hotels can offer a personalized experience to its guests with the help of an improved
database management. The database management will provide the important personal

7THE RISE OF ROBOTICS IN HOSPITALITY
information specific to a customer. Moreover, hoteliers in such case will be able to offer
everything that is best suited to an individual needs (Minazzi, 2015).
2.1.3 Special focus on robots:
The robots will be in the large picture in the hospitality industry. One would think of how
this can be possible that trained professionals will be replaced by programmed robots. Some may
also think of how the concept is even in the picture (Yeoman & Meethan, 2015). The answer is
very simple. It will provide a robust support to the global hotels without being supervised 24
hours a day. This is much more important to a world where different countries have an
inadequate workforce. Moreover, such countries are not being able to supply the demand level of
employees. Additionally, there is a shortage of skilled workforce which is necessary to help hotel
retains its good reputation (Jadoo et al., 2015).
It is expected that by the end of 2025, robotics will play a major role in the hotel sector.
The automation will happen in few departments like housekeeping and the self-service centers
for contact (Jauhari, 2014). Automation will also be in the department of payment & receipt,
purchase to pay and supply-chain management. This will indeed be a notable shift from the
inadequate labor force to a robotic system which will be doing the basic thing. In future, it might
take up a much bigger than the anticipated picture (Jauhari, 2014).
2.2 Its impact on the Australian Hotel and Hospitality industry:
Robots are one of the catchiest innovations of the decade for the hotel industry. It has
been believed that the foundation of a good reputation is constructed on the detailed services that
the hotels can provide to its guests. On the other hand, there are workforce shortages at the
global level. In such situations when hoteliers across the globe have an inadequate number of

8THE RISE OF ROBOTICS IN HOSPITALITY
staffs, it is definitely a matter of worry for the industry (Seilov, 2015). They may not afford to be
it the way as it is going. On the other hand, the change pattern of visitors in the form of modern
travelers and the millennial travelers need a much more personalized experience. They are
different from their parents and the ancestors in regards to the experience (Seilov, 2015). In this
regard, there is no other solution than using the programmed robotics to support the few basic
tasks which are important for both the reputation of hotels and the visitor’s experience.
The use of robotics may also produce positive results to the Australian hospitality
industry. The use of robotics may provide an utmost solution to a number of challenges that the
Australian hospitality industry is facing. There are challenges in the form of incrementing
competition in the hotel sector, retaining the loyal customers, reducing the cost of operating and
the others (Kandampully, Zhang & Bilgihan, 2015).
The competition has increased in the hotel industry in Australia. This means that every
single hotel will be required to put the single activity at the most appropriate places
(Kandampully, Zhang & Bilgihan, 2015). Needs of professional employees is one of such
activities that may be hammered with an inadequate supply of labor force (Kandampully, Zhang
& Bilgihan, 2015). In this regard, robotics may provide a sigh of relief by handling few of the
tasks like housekeeping and welcoming the guests that mean a lot to them. Moreover, this will
also help to enhance the level of personalization which is one of the needs that the modern day
travelers look for (Tugores & García, 2015).
Retaining the values customers is another challenge to the hotel industry in Australia.
This is indeed true that robotics once programmed will have a better memory than the physical
staffs in identifying the valued customers. Moreover, the system will then be able to give the

9THE RISE OF ROBOTICS IN HOSPITALITY
visitors a much warmer welcome than what the physical staffs could have done (Kandampully,
Zhang & Bilgihan, 2015).
Cost of operating is a much bigger challenge on the hotel industry. Apart from the
infrastructural expenses, they are also required to spend on materials, staff costs, tax and GST
(Kandampully, Zhang & Bilgihan, 2015). Robotics, when deployed in hotels, will considerably
reduce the expenses made on the staffs. Moreover, the hospitality industry in Australia will then
be able to enhance the profit margin which could be possible by cutting down the costs of hiring
the staffs (Richard, 2017).
3. Conclusion:
To conclude, it can be said that robotics is a good concept and may be effective for the
Australian hospitality industry. The future of hotel industry in Australia is expected to face many
challenges like the shortage of staffs and retaining the valued visitors. This means that demands
are being increased; however, the supply of labor force is getting limited. In addition to this,
expenses made on staffs add significant values to the total cost. Robotics may significantly
reduce the total cost of operation and hence, will enhance the profitability margin. Robotics at
the moment is supposed to perform various tasks like housekeeping tasks and welcoming the
visitors. They may add some other dimension to the works that the robotics can perform. It just
depends on the hospitality sector and their approachability in the guided direction.

10THE RISE OF ROBOTICS IN HOSPITALITY
References:
Baka, V. (2016). The becoming of user-generated reviews: Looking at the past to understand the
future of managing reputation in the travel sector. Tourism Management, 53, 148-162. DOI:
10.1016/j.tourman.2015.09.004
Bowie, D., Buttle, F., Brookes, M., & Mariussen, A. (2016). Hospitality marketing. Taylor &
Francis.
Jadoo, S. A. A., Aljunid, S. M., Dastan, I., Tawfeeq, R. S., Mustafa, M. A., Ganasegeran, K., &
AlDubai, S. A. R. (2015). Job satisfaction and turnover intention among Iraqi doctors-a
descriptive cross-sectional multicentre study. Human resources for health, 13(1), 21. DOI:
10.1186/s12960-015-0014-6
Jauhari, V. (Ed.). (2014). Managing sustainability in the Hospitality and Tourism Industry:
Paradigms and Directions for the Future. CRC Press.
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management, 27(3), 379-414. DOI: 10.1108/IJCHM-03-2014-0151
Minazzi, R. (2015). Social media marketing in tourism and hospitality. Heidelberg: Springer.
Page, S. J. (2014). Tourism management. Routledge.
Pourfakhimi, S., & Ying, T. (2015). The evolution of eTourism research: A case of ENTER
conference. In Information and Communication Technologies in Tourism 2015 (pp. 859-871).
Springer, Cham. DOI: 10.1007/978-3-319-14343-9_62

11THE RISE OF ROBOTICS IN HOSPITALITY
Richard, B. (2017). Hotel chains: survival strategies for a dynamic future. Journal of Tourism
Futures, 3(1), 56-65. DOI: 10.1108/JTF-06-2016-0018
Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and tourism online reviews: Recent trends
and future directions. Journal of Travel & Tourism Marketing, 32(5), 608-621. DOI:
10.1080/10548408.2014.933154
Seilov, G. A. (2015). Does the adoption of customer and competitor orientations make small
hospitality businesses more entrepreneurial? Evidence from Kazakhstan. International Journal of
Contemporary Hospitality Management, 27(1), 71-86. DOI: 10.1108/IJCHM-12-2013-0547
Tugores, M., & García, D. (2015). The impact of innovation on firms' performance: an analysis
of the hotel sector in Majorca. Tourism Economics, 21(1), 121-140. DOI: 10.5367/te.2014.0440
Yeoman, I., & Meethan, K. (Eds.). (2015). The future of food tourism: Foodies, experiences,
exclusivity, visions and political capital (Vol. 71). Channel View Publications.