129 research: robots work in hotels, employee engagement weakens

A review summarizing the results of 129 studies has revealed a significant contradiction regarding the adoption of robots in hotels: robots perform operational tasks, but in parallel, employee engagement and satisfaction weaken. Researchers link this to fears of robots replacing workers and role ambiguity.

According to the research, the problem is not with the robots themselves, but with how they are introduced. When employees are not clearly informed in advance about what tasks the robot will perform and how their duties will change, staff feel threatened and disengage from work.

The authors of the review point to three solutions: open communication, precise definition of roles and responsibilities, and management support. In other words, it must be discussed in advance which task the robot takes over, what work the employee transitions to, and what this transition brings them.

Although automation in the hotel and restaurant sector in Azerbaijan is not yet widespread, the application of technology is increasing in areas such as guest reception, order taking, and cleaning. This research shows that such steps yield results only when implemented not merely as equipment purchases, but as changes planned together with the team.