Can Service Robots Replace Human Waiters? Pros and Cons

Running a Hospitality Industry, have you ever wondered how you can cater to the erratic service requirements, with the same consistency? Service Robots can ensure each of your guests is satisfied with quick and efficient performance.

Let us discover the pros and cons of using service robots and understand the value-added offered by HelloGard to the hospitality environment. 

Pros – Robots are the best choice 

• For Repetitive Tasks – They are never bored and do not drop in their performance. Even the last service is as good as the first one!

• For Precision and Speed – From taking orders to delivering trays, automation reduces human errors and increases throughput. Their deliveries are much faster and accurate than those of humans.

• Cost-Efficient - Once an upfront cost is invested, robots ensure sizable savings in the long run. They eliminate high labor maintenance costs like perks, breaks, overtime, leaves, and more. They are ideal for high volumes like hotel buffets, food courts, and extended timing operations. 

• Innovative – A Robot Server adds a novel twist and makes the hotel interesting, attracting attention. Some devices, like Personal Robot Temi, are deployed in restaurants and lobbies for assistance and entertainment.

• Enhancing Guest experience – Robots do wonders with their multilingual interactions and mobile displays.

• Hygiene and Contactless – Person-to-person contact is drastically reduced by Robots. This becomes more crucial during any pandemic or communicable health hazards. As Wired notes, in addition to boosting customer safety, automation also enforces high consistency in handling and cleaning practices.

Cons: Humans Still Matter

• Emotional Intelligence can’t be programmed 

Robots cannot smile sincerely or empathize with a frustrated diner. A study from ResearchGate says that customers rate human servers higher in trust and satisfaction. Any service failure is best fixed by an empathetic human staff with his personal touch and a sincere apology.

• Technical Failures Disrupt Operations

Any issues like low battery, misrouting, or Software glitches can bring service to a pause. A robot may fail mid-task, resulting in delayed meals or confused customers. While human staff can continuously improve, robots only depend on manual resets, programming, and supervision.

• Limited Adaptability

Robots work well with routine. An automated system finds it too complex to handle unique customer requests like modifying the portion sizes and swapping ingredients. They cannot read a table’s mood.

• Job Displacement and Labor Anxiety

Robots may phase out human roles. The AP reported that automation in restaurants can eliminate millions of jobs in the service industry.

Prevailing Uses of Service Robots 

• Hospitality robots – They guide guests, deliver luggage, and Offer room service in upscale hotels across the US and Asia. 

  
  

• Cleaning robots – Used to disinfect public areas and clean restrooms, thereby reducing reliance on manual janitorial staff.

  
  

• Hotel Robots – 

  1. For Patrol – Robots like the Knightscope K5 patrol hotel lobbies and outdoor venues. They scan for intruders or unsafe activities using AI and thermal vision.

  2. For Hospitality – Robots like HOSPI are used in hotels to deliver items, navigate elevators, and guide guests.

The Best Model: Humans and Robots Together

It is ideal to use a perfect combination of robots and human staff to handle their respective tasks.

Robots can handle 

• Repetitive or hazardous tasks like delivery, patrolling, and floor cleaning

• Self-guided or Multilingual services, like navigating and kiosks

  
  

Humans can focus on

• Complaint handling

• Personalized Service

• Upselling and guest rapport

  
  

This hybrid model elevates the guest experience with a balance of efficiency and empathy. 

Conclusion

Service robots offer exciting advantages like speed, hygiene, and novelty. When they are paired up with the warmth, emotion, and empathy of human waitstaff, they do wonders in giving a cherishable experience to your guests. 

For hotels and restaurants looking for smart innovation, Hellogard helps you integrate the future of automation.