Hospitality Innovation: Room Service Robots and Growth Potential

This report examines innovative concepts in the hospitality sector, with a specific focus on the implementation of room service robots at Hilton Hotels. The report details how technology, such as AI and IoT, is transforming service delivery and enhancing customer experience. The study proposes the use of room service robots to improve efficiency, and customer satisfaction, and outlines a plan for implementation, including testing, feedback collection, and strategy development. Furthermore, the report evaluates the innovation as a 'breakthrough innovation', exploring the different types of innovation (sustaining, disruptive, and basic research) and the potential for smart technology integration. The references include books and journals related to hospitality marketing and innovation, providing a comprehensive analysis of the topic.

CONCEPTS AND INNOVATION IN
HOSPITALITY

P5 INNOVATIVE CONCEPT THAT HAS POTENTIAL
FOR GROWTH IN HOSPITALITY SECTOR
• In hospitality sector there are many trends and changes that are occurred. It has transformed way of delivering services
and enhancing customer experience. In recent times, there is high innovation occurred in term of technology. This means
that AI, IOT, blockchain technology, etc. is implemented in it.
• Hence, it has changed overall operations of business in hospitality sector. Furthermore, with help of it new ideas and
concepts are emerged to increase business growth. Therefore, use of technology has a high potential growth in hospitality
sector.
• This is because is will be useful in ease in sharing data and info, increasing customer experience, generating service value,
etc. Alongside, technology can be implemented in operation to perform it in efficient way and deliver services.

CONT..
• Idea- here, an innovative concept taken is use of room service robots. This concept is new and unique which can be used.
It is identified that there is high potential of growth in using robots in hospitality sector. They can be used in many
operations such as taking order, check in and out, providing room services, maintenance, etc. Besides that, in future robots
can be used in communicating with customers as well.
• Hence, it will enable in enhancing efficiency of services and delivering it in quick time. So, there is high scope where
robots can be used in hospitality industry. This will be useful in serving more customers by changing process or method of
services.

CONT..
• Solution – the solution is related to use of robots where they will be tested in offering room service in 4-5 rooms. Then,
feedback from guest will be taken in to find out whether the service offered were up to set standards or not. What went
well and what problems were faced.
• Other than this, the service quality will be measured. After that, innovation strategy will be sent to approval to
management. However, strategy and plan will be developed that how use of robots will be done in room service,
operations, front office, etc. For this certain standard will be set and monitoring methods are to be formed.
• Thus, this will allow Hilton hotel to increase customer experience and retain them. They can also start using room service
robots in other locations as well. For this, hotel can collaborate with third party who will be responsible for manufacturing
robots and monitoring them.

CONT..
• So, after implementation of room service robots hilton hotel can measure its effectiveness in terms of service quality. They
can set standards on basis of it and use robots in other functional areas as well. Moreover, short term goals can be formed
in order to enhance service value and retain customers.

P6 INNOVATIVE CONCEPT IN HOSPITALITY
SECTOR
• In such a competitive business environment it is necessary for hotels to do innovation so that they are able to compete
with rivals and sustain in market for long term. However, implementing innovation is difficult task as it requires in depth
analysis that whether it will be beneficial or not.
• Innovation can be in terms of process, product, service, etc. In Hilton hotel an innovative idea is implemented which is
use of room service robots. Here, robots are used to provide room services to guest. It includes offering services such as
taking order, cleaning and maintenance of rooms and other services. Besides that, robots will be used in housekeeping
services as well.
• Moreover, robots will work on basis of set standards and thus maintaining the level and quality of services.

CONT..
• Generally, there are four types of innovation which is as described below :-
• Sustaining -this type of innovation emphasis on improving existing services quality. It helps in making things easy by reducing the
complexity. So, the main aim is to sustain services which help in increasing customer experience.
• Break through - in this new strategies and measures are developed to improve process or method. Here, the solution of problem is
identified and solved. However, new areas of growth are investigated and innovation is done.
• Disruptive -this innovation refers to analysing customer needs and finding out relevant resources through which needs fulfilled. The
objective is to find out new opportunities to grow and expand in the market. Moreover, this innovation helps in competing with rivals and
sustaining in market for long term. Usually, business model or goals are changed that leads to developing new products and services to
fulfil customer needs.
• Basic research -innovations which are path breaking never arrive fully formed. They always start by discovering a totally new
phenomenon. Even now great discoveries done by einstein is used for updating the existing measures such as technologies related to
nuclear energy, GPS satellites or computer related.

CONT..
• Therefore, it is evaluated that using room service robots in Hilton hotel is break through innovation which focus on
improving the way or procedure to provide house keeping services to guests. Furthermore, in future other technology will
also be applied or used such as artificial intelligence, internet of things, etc. With successful implementation of robots in
room service, smart technology will be used. For example – smart locks, AI in rooms, etc.

REFERENCES
Books and journals
●Bowie, D. And et.Al., 2016. Hospitality marketing. Routledge.
●Dzhandzhugazova, e.A. And et.Al., 2016. Innovations in hospitality industry. International journal of environmental and
science education. 11(17). Pp.10387-10400.
●Jalilvand, m.R., 2017. The effect of innovativeness and customer-oriented systems on performance in the hotel industry of
iran. Journal of science and technology policy management.

THANK YOU