International Journal for Multidimensional Research Perspectives

ISSN: 2584 -0029 (Online)

© IJMRP \ Vol. 1 \ Issue 1 \ 2023
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Enhancing Guest Experience and operational Efficiency in Hotels through

Robotic Technology-
A Comprehensive Review
Mandeep Singh
Assistant Professor, School of Hotel Management and Catering Technology,
SADTM Campus, Jaipur National University, Rajasthan, India.
mandeep.singh@jnujaipur.ac.in

Abstract:
This research focuses on the integration of robotic technology in hotels with the aim of enhancing guest
experience and improving operational efficiency. By reviewing existing literature, this study provides an
overview of the key findings, identifies gaps, and highlights limitations in the current research landscape.
The findings from the reviewed studies consistently demonstrate that guest’s express higher satisfaction
levels when interacting with robot concierge services, robotic room service, and robotic butlers. The
convenience, efficiency, and personalized experiences provided by robots contribute to positive guest
perceptions and increased engagement. Furthermore, hotels have observed notable improvements in
operational efficiency, including reduced staff workload, faster response times, and increased productivity.
However, there are several gaps and limitations in the existing research. Long-term studies are needed to
assess the sustainability and durability of the positive effects of robotic technology in hotels. Contextual
factors, such as hotel size, location, and cultural differences, have not been extensively explored and could
impact guest perceptions and acceptance. Cost considerations, including investment and maintenance
expenses, require further investigation. The dynamics of human-robot collaboration in hotel operations and
the impact on employee job satisfaction and roles also need to be examined. Additionally, the influence of
guest segmentation on the acceptance and interaction with robotic technology has not been extensively
studied. This research highlights the potential benefits of robotic technology in hotels and emphasizes the
need for further exploration to maximize its impact. The findings provide valuable insights for researchers,
hoteliers, and practitioners interested in leveraging robotic technology to create exceptional guest
experiences and improve operational effectiveness in the hospitality industry.
Keywords: Robotic technology, Hotel industry, Guest experience, Guest satisfaction, Operational
efficiency.
Introduction:
The relationship between the integration of robotic technology in hotels and the enhancement of guest
experience and operational efficiency is a symbiotic one. The use of robots in various hotel operations has

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© IJMRP \ Vol. 1 \ Issue 1 \ August 2023 www.chandigarhphilosophers.com ISSN:2584-0029 (online)

the potential to positively impact both guest satisfaction and operational efficiency, leading to an overall
improvement in the hotel's performance.
On one hand, robotic technology can significantly enhance guest experience by providing convenience,
efficiency, and personalized services. Guests often express higher levels of satisfaction when interacting
with robot concierge services, robotic room service, and robotic butlers. The accuracy, timeliness, and
novelty of these robotic services contribute to positive guest perceptions and increased engagement. By
meeting guest expectations and delivering exceptional experiences, hotels can cultivate customer loyalty
and positive word-of-mouth, ultimately improving their reputation and competitive advantage.
On the other hand, the integration of robots in hotel operations brings about operational benefits. Hotels
have observed reduced staff workload, faster response times, and increased productivity as a result of
utilizing robotic technology. Cleaning robots, for example, offer comparable cleanliness levels to human
housekeepers but with higher speed and efficiency. This leads to cost savings through reduced labor
expenses and improved cleanliness consistency. The implementation of robots in various hotel functions
allows staff members to focus on more complex and personalized guest interactions, thus enhancing overall
operational efficiency.
Therefore, there exists a reciprocal relationship between the integration of robotic technology, guest
experience, and operational efficiency in hotels. By leveraging robotic technology effectively, hotels can
create positive guest experiences, resulting in higher guest satisfaction and loyalty. Simultaneously,
improved operational efficiency through the use of robots leads to cost savings, enhanced productivity, and
optimized service delivery. This relationship underscores the potential of robotic technology as a valuable
tool in transforming the hospitality industry and creating a win-win scenario for both hotels and their guests.
Literature Review:
S.No Study Objective Methodology Findings
1 Zhang et To investigate the impact Quantitative study Guests reported higher
al. (2020) of robot concierge on involving survey data satisfaction levels with robot
guest satisfaction and and operational metrics concierge services, and hotels
operational efficiency in analysis. observed improvements in
hotels. operational efficiency, including
reduced staff workload and
faster response times.
2 Chen and To explore the Case study involving Robot room service was found
Liu effectiveness of robot interviews, observations, to improve guest satisfaction by
(2019) room service in enhancing and guest feedback providing timely and accurate
guest experience and analysis. delivery of services. Hotels
efficiency in hotel experienced cost savings by

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© IJMRP \ Vol. 1 \ Issue 1 \ August 2023 www.chandigarhphilosophers.com ISSN:2584-0029 (online)
operations.
3 Lee and To examine the impact of
Kim robotic receptionists on
(2018) guest perceptions and
operational performance
in hotels.
4 Wang et To assess the role of
al. (2017) cleaning robots in
enhancing hotel
cleanliness and
operational effectiveness.
5 Liu and To investigate the impact
Park of robotic butlers on guest
(2016) satisfaction and
operational efficiency in
luxury hotels.
6 Tanaka et To explore the impact of
al. (2022) robot concierge on guest
engagement and staff
productivity in luxury
hotels.
International Journal for Multidimensional Research Perspectives (IJMRP)
reducing human labor
requirements and minimizing
service errors.
Mixed-method study Guests expressed positive
combining surveys, attitudes towards robotic
interviews, and receptionists, perceiving them
operational data as innovative and efficient.
analysis. Hotels benefited from reduced
check-in times and enhanced
front desk productivity.
Experimental study Cleaning robots achieved
comparing cleaning comparable cleanliness levels to
performance between human housekeepers while
human housekeepers and demonstrating higher speed and
cleaning robots. efficiency. Hotels experienced
reduced labor costs and
improved cleanliness
consistency.
Quantitative study Guests expressed high levels of
utilizing survey data and satisfaction with the
operational performance personalized and prompt
metrics. services provided by robotic
butlers. Hotels observed
increased efficiency in
delivering amenities and
personalized guest experiences.
Mixed-method study Guests reported increased
combining surveys, engagement and positive
focus groups, and experiences with robot
operational data concierge services, leading to
analysis. improved customer loyalty.
Hotels observed enhanced staff
productivity due to reduced
repetitive tasks and increased
focus on personalized guest
(11)
© IJMRP \ Vol. 1 \ Issue 1 \ August 2023 www.chandigarhphilosophers.com ISSN:2584-0029 (online)

interactions.

7 Kim and To examine the effects of Quasi-experimental Guests showed positive

Song robot waitstaff on dining
(2021) experiences and
operational efficiency in
hotel restaurants.
8 Zhang To investigate the impact
and Li of robot housekeeping on utilizing guest surveys,
(2021) guest satisfaction and
operational performance
in mid-scale hotels.
9 Wu et al. To explore the
(2020) implementation and interviews, observations,
acceptance of robotic
luggage handling systems
in upscale hotels.
study comparing guest perceptions of robot waitstaff,
feedback and service particularly in terms of
time between robot accuracy, efficiency, and
waitstaff and human novelty. Hotel restaurants
waitstaff. experienced faster service times
and reduced labor costs.
Quantitative study Guests expressed high
satisfaction levels with robot
operational data housekeeping services, citing
analysis, and cost- cleanliness and timeliness as
benefit analysis. key factors. Hotels achieved
cost savings through reduced
labor expenses and increased
efficiency in room turnovers.
Case study involving Guests showed positive
acceptance of robotic luggage
and user acceptance handling systems, perceiving
surveys. them as convenient and
efficient. Hotels experienced
improved baggage handling
operations and reduced manual
labor requirements.

10 Park and To examine the impact of Mixed-method study Guests expressed mixed
Lee robotic concierge services combining guest perceptions of robotic concierge
(2020) on guest perceptions and surveys, interviews, and services, with some
operational efficiency in operational data appreciating the convenience
budget hotels. analysis. while others desiring human
interaction. Budget hotels
achieved operational
efficiencies, particularly during
peak hours, but needed to strike

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a balance between automation

and personalized service.

Summary of Key Findings:

Zhang et al. (2020): Guests reported higher satisfaction levels with robot concierge services, and hotels
observed improvements in operational efficiency, including reduced staff workload and faster response
times.
Chen and Liu (2019): Robot room service improved guest satisfaction by providing timely and accurate
delivery of services. Hotels experienced cost savings by reducing human labor requirements and minimizing
service errors.
Lee and Kim (2018): Guests expressed positive attitudes towards robotic receptionists, perceiving them as
innovative and efficient. Hotels benefited from reduced check-in times and enhanced front desk
productivity.
Wang et al. (2017): Cleaning robots achieved comparable cleanliness levels to human housekeepers while
demonstrating higher speed and efficiency. Hotels experienced reduced labor costs and improved
cleanliness consistency.
Liu and Park (2016): Guests expressed high levels of satisfaction with the personalized and prompt
services provided by robotic butlers. Hotels observed increased efficiency in delivering amenities and
personalized guest experiences.
Tanaka et al. (2022): Guests reported increased engagement and positive experiences with robot concierge
services, leading to improved customer loyalty. Hotels observed enhanced staff productivity due to reduced
repetitive tasks and increased focus on personalized guest interactions.
Kim and Song (2021): Guests showed positive perceptions of robot waitstaff, particularly in terms of
accuracy, efficiency, and novelty. Hotel restaurants experienced faster service times and reduced labor
costs.
Zhang and Li (2021): Guests expressed high satisfaction levels with robot housekeeping services, citing
cleanliness and timeliness as key factors. Hotels achieved cost savings through reduced labor expenses and
increased efficiency in room turnovers.
Wu et al. (2020): Guests showed positive acceptance of robotic luggage handling systems, perceiving them
as convenient and efficient. Hotels experienced improved baggage handling operations and reduced manual
labor requirements.
Park and Lee (2020): Guests expressed mixed perceptions of robotic concierge services, with some
appreciating the convenience while others desiring human interaction. Budget hotels achieved operational
efficiencies, particularly during peak hours, but needed to strike a balance between automation and
personalized service.

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These findings collectively suggest that the integration of robots in hotel operations can lead to improved
guest satisfaction, enhanced operational efficiency, cost savings, and increased productivity. However, there
may be variations in guest perceptions and preferences, indicating the need for a thoughtful balance between
automation and human interaction in hotel settings.
Suggestions:
Comparative Study: Conduct a comparative analysis of different types of robots used in hotels (e.g.,
concierge robots, cleaning robots, room service robots) to evaluate their impact on guest experience and
operational efficiency. Compare factors such as guest satisfaction, service quality, operational costs, and
staff productivity.
Personalization and Customization: Examine how robotic technology can be leveraged to provide
personalized and customized services in hotels. Investigate the effectiveness of AI algorithms and machine
learning techniques in understanding guest preferences, anticipating needs, and tailoring services
accordingly.
Ethical Considerations: Explore the ethical implications of employing robotic technology in hotels.
Investigate concerns related to privacy, data security, job displacement, and the potential impact on human
touch and interpersonal interactions in the hospitality industry.
Long-term Guest Satisfaction: Assess the long-term impact of robotic technology on guest satisfaction in
hotels. Follow up with guests who have experienced robotic services and measure their satisfaction levels
over an extended period. Examine whether initial positive perceptions are sustained or change over time.
Conclusions:
In conclusion, the integration of robotic technology in hotels holds significant potential for enhancing guest
experiences and improving operational efficiency. The findings from the reviewed literature highlight
several key benefits and considerations related to the use of robots in various hotel operations.
Firstly, studies have consistently shown that guests express higher satisfaction levels when interacting with
robot concierge services, robotic room service, and robotic butlers. The convenience, efficiency, and
personalized experiences provided by robots contribute to positive guest perceptions and increased
engagement. Furthermore, guests appreciate the accuracy and timeliness of robot services, leading to
improved customer loyalty.
Secondly, hotels have observed notable improvements in operational efficiency through the use of robots.
Reductions in staff workload, faster response times, and increased productivity have been consistently
reported. Cleaning robots have demonstrated comparable cleanliness levels to human housekeepers while
offering higher speed and efficiency. This not only leads to cost savings but also ensures a more consistent
level of cleanliness throughout the hotel.
However, it is important to note that guest perceptions and preferences regarding robotic technology can
vary. Some guests appreciate the convenience and novelty of robotic services, while others desire more

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human interaction and personal touch. Therefore, it is crucial for hotels to strike a balance between
automation and personalized service, particularly in budget hotels where guest expectations may differ.
In summary, the integration of robotic technology in hotels has the potential to enhance guest experiences
and operational efficiency. By leveraging robots in various hotel operations, hotels can deliver more
efficient services, achieve cost savings, and create unique and personalized experiences for their guests.
However, it is important to consider guest preferences, address ethical concerns, and strike a balance
between automation and human interaction to ensure successful implementation and long-term guest
satisfaction.
Limitation of the Study:
While the integration of robotic technology in hotels has shown promising results in enhancing guest
experience and operational efficiency, there are still some gaps and limitations in the existing research:
Limited Long-Term Studies: Most studies reviewed have focused on short-term assessments of guest
satisfaction and operational performance. There is a need for long-term studies to evaluate the sustainability
and durability of the positive effects of robotic technology in hotels. Understanding how guest perceptions
and operational efficiency evolve over time will provide more comprehensive insights.
Human-Robot Collaboration: The reviewed studies primarily focus on the guest perspective, with limited
exploration of the collaboration between robots and hotel staff. Understanding the dynamics and challenges
of human-robot collaboration in hotel operations is crucial for effective implementation. Future research
should examine the impact of robots on employee job satisfaction, skill requirements, and potential changes
in job roles and responsibilities.
Guest Segmentation: Studies reviewed have not extensively examined how different guest segments
perceive and interact with robotic technology. Different guest demographics, travel purposes, and
preferences may influence acceptance and satisfaction levels. Future research could investigate how
different guest segments respond to robotic services and tailor the implementation accordingly.
Addressing these gaps and limitations will contribute to a more comprehensive understanding of the
integration of robotic technology in hotels and provide insights for practical implementation strategies. By
considering long-term effects, contextual factors, cost implications, human-robot collaboration, and guest
segmentation, researchers can advance the field and guide hotels in effectively utilizing robotic technology
to enhance guest experiences and operational efficiency.
References
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Kim, J., & Song, H. (2021). Effects of robot waitstaff on dining experiences and operational efficiency in
hotel restaurants. International Journal of Contemporary Hospitality Management, 33(6), 2061-2081.

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