The success of hotel robots depends on clear communication with employees

A review of 129 studies on hospitality has concluded that the successful integration of service robots into hotels depends less on the technology itself and more on clear communication with staff and the proper establishment of human-robot collaboration. When the intentions and roles of robots are unclear, employees perceive them as a threat to their jobs.

The striking point of the review is this: robots performing repetitive tasks pose less of a threat to employees than robots that communicate directly with guests. In other words, the automation of routine tasks such as room service is more easily accepted, while functions requiring contact with guests generate more concern.

The review also notes that Gen Z employees are particularly sensitive to fairness in the deployment of robots. Management support can reduce employee turnover. According to the source, at some hotels, three months after the implementation of robots, room service delivery times decreased and robots perform hundreds of tasks weekly, yet employee involvement in the process still raises concerns.

For hotel and restaurant chains in Azerbaijan taking steps toward robotization, this review has practical significance: before deploying the technology, it must be clearly explained to the team which tasks the robots will perform, who will make which decisions, and how employees' roles will change. Otherwise, efficiency gains may come at the expense of reduced employee satisfaction.