THE IMPACT OF REPLACING MANPOWER TOWARDS ROBOTICS IN THE

HOSPITALITY INDUSTRY

Contents
Abstract.....................................................................................................................................2
Key Words............................................................................................................................2
Paper Types.........................................................................................................................2
1.0 Introduction........................................................................................................................3
1.1 Problem Statement.......................................................................................................4
1.2 Research Question.......................................................................................................4
2.0 Literature Review..............................................................................................................5
2.1 The effects of robotics usage......................................................................................5
2.1.1 The positive effect on hospitality.........................................................................6
2.1.2 The negative effect on hospitality.......................................................................6
2.2 The reliability of Robotics............................................................................................7
2.3 The usage of robotics in hospitality industry............................................................8
3.0 Conclusion.........................................................................................................................9
4.0 Recommendations..........................................................................................................10
Reference list.........................................................................................................................11
Bibliography............................................................................................................................13
CH3396 Article Registration Form......................................................................................14
Analytical Bibliography (1)....................................................................................................16
Analytical Bibliography (2)....................................................................................................18
Analytical Bibliography (3)....................................................................................................20

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Abstract
In this article, there will be a study about robotics and the use of it on labour work and
the effects that it brings to the management and together with the same concept on
hospitality industry. Questions like whether or not it is user friendly or not. The efficiency of
the robotic usage and the satisfactory level of the robotics approach towards hotel guests
whether or not it brings the same positive feedback or negative feedback. All data will be
collected by using related journals, legitimate website and reports that can help in supporting
the issue. The outcome of this review would help decide whether or not the management
hotel should move towards robotics service or stay with the original hospitality service. The
research method used in this article review is by using both quantitative and qualitative
method. In the future, researchers may find this review to be very useful in helping to
understand about robotics and the usage in the hospitality industry for their future research.
Key Words
Robotics, The effects of robotics usage, reliability of the robotics, the usage of robotics in
hospitality industry, impact of robotics usage to the industry.
Paper Types
Literature review

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1.0 Introduction
Nowadays technologies are everywhere and has become a daily essential in
everyones life. Technology has been introduced as early as 2400 BC which is the Abacus,
which is the first calculator that was invented in Babylonia Iraq. (Datesandevents.org ,2015.
Technology Timeline) And since then, technologies has been changing, upgraded and
improvised throughout the years till the technology that we are familiar with now. Historically,
technology was known to be taking over jobs such as farming tasks. (D Rotman , 2013) In
the old days farming used to be hard labor until technology came and made a big impact on
the farming life. In which, causing more than half of the labor to be cut down. And only just a
few people are employed to be running these technologies whereas the rest are getting laid
off. (K.Kelly, 2012)
Kevin Kelly also stated that in the future most occupation will be changed to
automation let it robotics or machines as the technology is constantly being developed by
having upgrades such as an enhanced artificial intelligence, being cheaper to manufacture
and cheaper to get, improvements on movements and usage as well as being easy to be
used by people which in other words built to have a friendly user interface function. This is
forecasted by Kevin Kelly that automation will be replacing most occupations.
The artificial intelligence has features such as motion sensors where it can sense its
surroundings such as objects, obstructions and people nearby. (G. Marcus, 2012) other than
that, it is also built to collect data and save it for future use or programmed to have more
function. For example, the AI (artificial intelligence) can be taught to move how the user
wants it to move and then repeat again. For example, this can be done by moving or guiding
the arms of the robot and set it as a motion and sequence for a specific task or job and then
it can be saved in the memory of the AI so that it can repeat the same motion and sequence
to perform the wanted task.
In relation to the Hospitality industry, hospitality in simple defined as the exchange of
food, beverage and other services in return in a generous and friendly manor to guests and
visitors. (M.Webster, 2015) The meaning to serve in hospitality is by providing warmth
service in a kind hearted way. (C.Lashley, 2013) by introducing robotics service to the
hospitality industry, this may become an issue to those guests who are going for the extra
service from a human touch instead of the robotics services.

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The reason to why robotics are coming into the scene of labor is because of
innovation and also efficiency. (JF Engelberger, 1989) Existing jobs and new jobs are most
likely to be replaced by robots solely because of the reason that it is more efficient. The
question is, will it prove to be worth for the hospitality industry or not?

1.1 Problem Statement

Will the usage of robotics in the hospitality industry of the whole service and production
change the way of the hospitality. Should robotics be applied to the industry.

1.2 Research Question

Here are some questions for the literature review:

1. Are technologies fit for human work?
2. Is the technology used now reliable?
3. Can it provide better satisfaction level?

2.0 Literature Review

2.1 The effects of robotics usage
Countries such as Brazil, Japan, China, Rep of Korea, Germany and USA are using
robotics to replace their workers which is mainly in manufacturing sector and the effect of
this strategy have caused the unemployment rate to rise up because of robotics replacing
the workers. (Metra Tech, 2013) This clearly states the negative effect of the usage of

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robotics as it proves that people are getting unemployed. However, the usage of robotics
also creates new jobs for people. (K.Kelly, 2012) Nevertheless, the positive side of having
robotics usage is due to the demand of increased salary, robotics usage can help to cut
down the damage as it takes out most of the labor work. (Metra Tech, 2013) Other than that
Metra Tech Company also mentioned that, job sectors such as the distribution and services
sector which will open up wider as other job sectors such as the manufacturing sector are
taken over by robotics.
With this, we are able to forecast that the distribution and services job will much likely
have more labor workers working for them. However, in the future the salary and wage
demand will increase for those who are working in that sector and this will become an issue
of labor cost for the management. (RH Garrison, 2003) Relating to this matter, robotics are
known to be much more efficient and cost efficient as well as it only takes fuel or power for
energy to perform tasks. With the enhanced AI and as forecasted by Kevin Kelly, it is a
possibility that robotics will be taking over the jobs in the distributing and service sectors.
And because of that, the unemployment growth rate will rise up again. But nevertheless, new
jobs will be created again and this issue will repeat itself again said Kevin Kelly. Another
positive side of having robotics is that it can help reduce the risks of injuries of workers and
cut down on healthcare costs which is very costly. (J.Tyger, 2013)
To overcome this matter relating to hotel, employees can take up special courses
such as hotel training which teaches the employees about hospitality spirit which in human
resource management known as the soft approach which is the human touch. But every
door closed is another door opened whereas for example, if the hotel no longer needs a
waiter, there is always an opening for maintenance job for the robot. If not, workers can be
trained to multitask so that their worth to the company would be more valuable. For example,
an executive chef can also be the hotel manager. Or the waiter can also be a bartender. This
will influence the management to re-evaluate the value of the employee as employees can
learn from experience whereas robots only runs by program. (NK.Chuang, 2009)

2.1.1 The positive effect on hospitality

The application and development of robotics in food preparation has taken a huge
leap. Due to the advance in technology. Computing power has been vastly improved, thus
the need robots or machine do not require a lot of attention. A robotic machinery could be
programmed beforehand and then tasked to the repetitive work with minimal supervision.
This would allow the company to save a considerable cost in labour, due to the fact that they

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do not need to hire additional staff to oversee the robots. Furthermore due to the
advancement of robotics the human workers will have minimal risk of exposure to danger.
For example chopping meat or butchering a carcass on the assembly line in a meat packing
factory. (TJ.Peters, 2003)

2.1.2 The negative effect on hospitality

However the downside to robotics is that it require a maintenance in order to
maintain it. The reason behind this is because robotics being new in the food industry is not
manufactured on a large scale. Furthermore the economics of scale is not present thus
spare parts for robots are not widely available. Furthermore in order to fix the robot the repair
worker would have to be well trained and specialized. (JR. Li, 2003)

2.2 The reliability of Robotics

Robotics were known to be unreliable at first. (S.Stancliff, 2005) But then B.S. Dhillon
from the Department of Mechanical Engineering from University of Ottawa Canada has
developed a theory on how to measure the safety of robotics which focuses on failure and
effect analysis and other theories that he has developed in helping to improve the robotics
AI.
Robots nowadays are receiving high demands of usage in the industry to perform
different types of tasks. With the increase of demands of robotics usage, companies like

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Robotics Institute of America (RIA) are focusing on designing robots that can work in other
field of jobs besides the military and manufacturing companies. (B.S. Dhillon, 2013) With the
theories that was made to measure reliability and the safety of the robotics usage, a new
kind of AI is created to fit in the service job. In other words, making the robot to be much
more reliable.
Energy wise, robots do not feel any emotions or get tired and will obey any command
because it is programmed to be that way. (D. Evans 2001) therefore, making the robot a very
powerful tool that can help improve the efficiency of the work in the hotel industry. But robots
will be robots, there will be a limited amount of tasks that a robot could perform and some
tasks may only be performed by a hotel personal which requires soft approach such as the
warmth of hospitality. To operate a robot may be a hard task for a personal if it was built
complexly. (LD. Riek, 2008) But with a user interface friendly design it can easily be
operated by a personal or even with enhanced technology it can operate on its own. (J.
Lopez, 2012).
Robots are receiving a much more positive outcome for companies and is showing
great efficiency in boosting a companys production as well as receiving endless upgrades
just like a software in a computer which helps to improve the performance of the robotics
which is known as the AI. (K.Kelly, 2012) Therefore with this innovation and drive, robotics
are becoming even more reliable rather than having an employee who has emotional
feelings and rights such as healthcare which can be costly. A very good example would be, a
robot can never be late as it does not require to rest or sleep because it only needs fuel to
power or recharge. Whereas an employee may have other issues that could cause him or
her to be late.

2.3 The usage of robotics in hospitality industry

Due to the interest of having an artificial intelligence in the service industry, an
automatic hotel assistant was built to perform these tasks. It was tested in Novotel Valladolid
Spain and proves to be working well. This technology has gotten a lot of interest and is being
invested by some governments already. This technology was built due to the reason which is
solely because of the emerging aging population. (Lopez et al. 2013)
An assistant robot named Sacarino and another one named Bellbot was built to fit in
the job of performing hospitality service. Sacarino was built from Cartif Foundation and

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University of Valladoid and Bellbot from University of Vigo. They both have the same design
and also have similar functions. These robots are equipped with cameras for eyes, a cheek
that has a touch sensor, luggage storage, a touchscreen monitor on its belly for the guests to
communicate with the robot. The robot is built with a sensor motion technology which
enables it to navigate around the areas of the hotel. A server which acts as a main control
unit for the robot which will be installed in the hotel to help with familiarizing the hotels
whereabouts and also from this server, hotel personals can add in information such as
events and interesting places on not just about the hotel but also the area of the hotel.
(D.Perez, 2012) Just by having a robot assistant can already attract customers to experience
the robot service which also increases the interest of customers.
Sacarino was put to test in a Novotel Hotel in Spain and the Sacarino is actually a
cartoon bellboy that is famous in Spain. (Sacarino.com 2015) It was placed in the hotel for
two months. There the robot was able to perform tasks such as showing the guests to its
room, giving out information about the hotels place of interest. However, the robot was only
limited to work on one floor because the automation to work on elevator was not installed yet
which means that Sacarino only works on levels that it is programmed to. If not, the server
needs to be set for Sacarino if it was to be placed on another level. Developers are focusing
on improving the function of the robot by installing and programming it to work on different
levels and possibly have more function.
The feedbacks gotten from the work of Sacarino as an hotel assistant was good.
Comments such as very helpful and interesting were most of the feedbacks gotten for
Sacarino in Novotel Spain. (Tripadvisor.com, 2015)

3.0 Conclusion
To summarize everything, it is proven that technology will be replacing almost
everything to help us in our daily lives. (K.Kelly, 2012) From cooking our food to building our
houses, technology has played a big part in developing our community as it provides better
outcome and efficiency. In the old days it may take hours to peel a bag of potatoes but with
the help of the technologies that we have now it will just take minutes instead of hours.
Developers or inventors since then have been creating new technologies to help improve or
minimize the work strain of people so that other things can be look upon to. There is even a
potential in the future that robotics will be taking over most occupancy that performs simple

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tasks such as taking orders from fast food restaurant. For example, McDonalds in many
countries such as Canada for example has already introduced the new McDonald self order
kiosk which functions as touchscreen control where customers can just pick what menu they
want. Payment can be done by using a debit or a credit Mastercard from an automated
device such as the ones that are used in the gas stations. (Businessinsider.com, 2015) This
clearly states the unnecessary need of a cashier which means that cashiers will be laid off.
But, new position becomes available such as a hostess that helps in assisting the customers
with the kiosks and a new service which is the table service where customers can go and sit
down and have their food sent to them instead of waiting for the food at the counter.
There are both positive and negative effects on the usage of robotics. (MO Qureshi,
2014) As mentioned by Qureshi, in terms of economics, with the usage of robotics, it can
help a country to increase the economic growth very well but nothing is assured yet as
robotics are still new to the industry. Replacing employees with robotics would be essential
for most companies in the future as it helps in cost efficiency as well as efficiency of the work
load. (K.Kelly, 2012) But Qureshi mentioned that the research of the AI should serve the
purpose in helping to improve the employment and motivation of the employees in each of
the particular sector.
With the increase interest of robotics usage in replacing employees, developers are
developing better AI in order to fit in performing various tasks. (MO Qureshi, 2014)
Therefore, proving that robotics are most likely to be replacing workers. In a nutshell,
robotics can correlate well in the hospitality industry if the usage of the robotics are well
flourished and equipped and also with a good management operation plan.

4.0 Recommendations

From the literature review above, it is obvious that robotics will be taking over most
occupation in the future. However, the hospitality industry service nowadays are segmented
into many types of hotels. (S.Kumar, 2013) as mentioned by Kumar, hotels are divided by
various factors such as hotel size, location, budget, middle, luxury and so on. To be on point,
robotics usage maybe good for luxury hotel and middle class hotel as it helps in cost
efficiency and effectiveness of the tasks. But still, customers need the human touch

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approach such as an attentive service by a butler which provides extra ordinary service that
a robot is not programmed to do. For example, an old customer orders room service but is
unable to eat the food due to the size of the food. The butler can help to cut the food into
smaller pieces whereas the robot is just programed to deliver the food and nothing more. As
for budget hotels, in the future self-check in kiosk maybe used for guests to rent a room. If
service was replaced by robots in hotels, the hotel can focus more on operation and
production of the hotels to increase its production and vice versa. As mentioned by Kevin
Kelly, when robots replace workers from their existing jobs, new jobs will be available for
new employment as it can help the management to focus on other important issue of the
business.

(2,970 words)

Reference list
1. Gary Marcus (2012) professor of cognitive science N.Y.U will a robot take your job?
The New Yorker
2. Momentum (2013) Are robots taking our jobs? What? All of them? (Momentum The
business magazine of UQ Business School, 2013)
3. Metra Martech. (2013). Positive impact of industrial robots on employment.
International Federation of Robotics.

4.

LJB Management INC. (2013). Impacts of Robotics on Employment, Safety, Quality,

Productivity,

and

Efficiency.

Retrieved

from

Robotics

Tomorrow:

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http://www.roboticstomorrow.com/article/2013/10/impacts-of-robotics-onemployment-safety-quality-productivity-and-efficiency/204/

5. Syed, M. O. (2014). The Impact of Robotics on Employment and Motivation of

Employees in the Service Sector, with Special Reference to Health Care. Retrieved
from

US

National

Library

of

Medicine

National

Institutes

of

Health:

http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4266810/

6. 2013 Lpez et al.; licensee InTech. BellBot - A Hotel Assistant System Using Mobile
Robots International Journal of Advanced Robotic Systems
7. Forlizzi J (2006) Service Robots in the Domestic Environment: A Study of the
Roomba Vacuum in the Home, Proceedings of the HRI 2006. pp: 258265

8. Breazeal C (2001). Socially Intelligent Robots: Research, Development and

Applications. Proceedings of IEEE International Conference on Systems, Man and
Cybernetics, pp: 21212126, Tucson, Arizona
9. Bogue R (2009). Exoskeletons and robotic prosthetics: A review of recent
developments. Industrial Robot: An International Journal, 36
10. N Torres Edwin Kline Sheryl , (2013),"From customer satisfaction to customer
delight", International Journal Contemporary Hospitality Management, Vol. 25 Iss 5
pp. 642 659.
11. OConnor, P. (2010), Managing a hotels image on TripAdvisor, Journal of
Hospitality Marketing & Management , Vol. 19 No. 7, pp. 754-772.
12. D. Sims Are robots killing jobs or creating them? [Internet]
(2013) [cited 2015 Nov 9]. Available
from: http://news.thomasnet.com/IMT/2013/02/05/arerobots-killing-jobs-orcreating-them

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Bibliography
1. Kevin Kelly (2012) Better Than Human: Why robots will and must take our
jobs
2. Heer, E., Robots in Modern Industry, in Recent Advances in Robotics, Beni,
G. and Hackwood, S., Eds., pp. 11-36, John Wiley and Sons, New York,
1985.
3. Zeldwan, M. I., What Every Engineer should know About Robots, Marcel De
kker, New York, 1984.
4. Dhillon, B. S., Robot Reliability and Safety, Springer-Verlag, New York, 1991.

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CH3396 Article Registration Form

Deadline: 28th October 2015
Student Name:

Student Number:

Akhiril Raymie O Minudin

00010813

Outline article working title:

The impact of replacing manpower towards robotics in the hospitality industry
Research Question:
1) Are Robotics fit for human work?
2) Is the robot used now reliable?
3) Can it provide better satisfaction level?
Reading
1) Can Robots Complement the Workforce? By Faizal Bin Yahya
Fellow

[Institute

of

Policy

Studies]

IPS Research

http://lkyspp.nus.edu.sg/ips/wp-

content/uploads/sites/2/2014/05/Can-Robots-Complement-the-Workforce_web.pdf
2) Are Robots Taking Our Jobs, or Making Them? By Ben Miller and Robert D.
Atkinson (Sept 2013) [The Information Technology and Innovation Foundation]
http://www2.itif.org/2013-are-robots-taking-jobs.pdf
3) The Future Of Employment: How Susceptible Are Jobs To Computerisation? By
Carl Benedikt Frey and Michael A. Osborne (Sept 2013) [Oxford Martin School]
http://www.oxfordmartin.ox.ac.uk/downloads/academic/The_Future_of_Employment.
pdf
4) kelly, K. (2012, 12 24). Better Than Human: Why robots will and must take our jobs.
Retrieved from wired.com: http://www.wired.com/2012/12/ff-robots-will-take-our-jobs

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Proposed Content or Focus: 300-400 words

1. In this article, technology issue and the realization of the opportunity will be explained
with details about what will it take to change to automation. State the cost efficiency
issue. How and why robots replacement is going to occur, and what drives the
change.

2. Give out information on countries that are practicing the usage of robotics and also
the unemployment rate of different countries. Explain the salary issue and proposed
solution towards it. Also write about the evolution of robotics the upgrades and
functions that it acquire throughout the years.

3. Write about the effects of the robotics usage whether it is positive or negative
comparison on both effects and forecast a scenario. Propose a recommendation on
each impact.

4. Give example on the usage of robotics in hospitality industry and the functions of the
robots. Also information about the robot and what it can do. How long can it last and
how far can it achieve.

5. Forecast whether or not robotics will change or help the hospitality industry to be
more efficient and move into a progressive era or kill of the meaning of hospitality
service by providing non-human approach to serve guests in terms of the Human
Resources, hard approach towards customers.

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Analytical Bibliography (1)

Kevin Kelly (2012) Better Than Human: Why robots will and must take our jobs

Key Points

Stated that most of the American workers which is estimated about 70 percent that
are working at farm is reduced to 1 percent when automation was introduced in that
industry. It also estimated that 70 percent of the occupation today will likely to be
replaced by automation because of the enhanced artificial intelligence that was
improved such as improved cognition, cheaper sensors, easy machine learning and
distributed smarts. This improved automation will be in all occupation let it manual
labour to knowledge work.

Explained why the machines are acquiring smarts. It has three differences which is
first, it has an enhanced motion sensor where it can sense nearby human or objects
and avoid accidents. Second, it is easy to use, because of the enhanced artificial
intelligence. For example, just simply grab the arms and guide it to the desired
motions and sequence and it will then repeat the motion. And finally, it is cheaper
which costs $22,000 compared to a $500,000 total bill of its other robotic
competitors.

Discussed about how robot replacement will happen. Which is basically a difference
in existing jobs and new jobs which humans and robots can do which are jobs today
that humans do but machines will eventually do it better than humans, current jobs

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that humans cant do but machines can, jobs that only humans will be able to do at
first and robot jobs that humans cant imagine doing yet.

Forecasted that relationships with robots will become even more complex but the
recurring pattern is already emerging and no matter what the current job is or the
salary, we will progress experience through the stages of robotics replacement again
and again.

Comments and Analysis

This article provides a legitimate issue point that robotics in the workforce will be
implemented but even so, newer jobs will be available for the replaced workforce.
Which also states that again this matter will keep on occurring and repeat itself.

Also, it proves that the robotics now are ever evolving and growing by receiving
better enhanced artificial intelligence. And prove to be more cost efficient as it only
takes fuel to power and work.

LINKS

Gary Marcus (2012) professor of cognitive science N.Y.U will a robot take your job?
The New Yorker

Momentum (2013) Are robots taking our jobs? What? All of them? (Momentum The
business magazine of UQ Business School, 2013)

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Analytical Bibliography (2)

Metra Martech. (2013). Positive impact of industrial robots on employment. International
Federation of Robotics.
Key Points

Provides graphs on different countries such as China, Korea, USA, Germany, Brazil
and Japan on the use of robots and the unemployment rate of each countries.

States the salary issue on employment pay which is increasing in participation of

women and population also including foreign workers in some cases. Which is
caused by the demand of for services and the creation of new market and products
which is often related to the application of electronics to communication.

Provides the changes that robotics usage has made since the study in 2011 and the
effects on employment directly and indirectly due to the use of robotics.
Recommends potential for new job creation up to 2016.

Comments and Analysis

It gives a clear illustration of the usage of robotics in the workforce which can help to
explain and prove the issues of technology usage in the workforce.

Also it can help to solve the salary issue as robotics are more efficient and runs on
cheaper cost compared to labour cost. Whereas this can give a strong point to back
up on the reliability of robotics.

It also provides the information of the positioning of Small and Medium Enterprise
(SME) for future analysis. Also together with the economy, growth, change, food and
beverage factors. Which will relate to the hospitality industry.

Links

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LJB Management INC. (2013). Impacts of Robotics on Employment, Safety, Quality,

Productivity,

and

Efficiency.

Retrieved

from

Robotics

Tomorrow:

http://www.roboticstomorrow.com/article/2013/10/impacts-of-robotics-onemployment-safety-quality-productivity-and-efficiency/204/

Syed, M. O. (2014). The Impact of Robotics on Employment and Motivation of

Employees in the Service Sector, with Special Reference to Health Care. Retrieved
from

US

National

Library

of

Medicine

National

Institutes

of

Health:

http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4266810/

Analytical Bibliography (3)

2013 Lpez et al.; licensee InTech. BellBot - A Hotel Assistant System Using Mobile Robots
International Journal of Advanced Robotic Systems

Keypoints

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Provides information on robotics statistics and the usage of the artificial intelligence
in hospitality industry. It is an automatic hotel assistant that provides personal service
to guest such as helping them bringing small items, showing them different points of
interest in the hotel, showing the guest to their room, and also giving them
information about the hotel.

Explains how the robot works, what is it made of, and the functions of the robot.

The robot has already been tested in ETSII building and also Hotel Novotel in
Valladolid (Spain). And proves to be working well.

Comments and Analysis

This report will be able to help in the article writing by providing information of the
usage of robotics in the hospitality industry. Whereas can provide a much more
possibility that robotics can take over jobs in the hospitality industry.

With the information given about the robot, cost and maintenance can be counted to
provide more options when choosing to change to robotics or stay with human
workforce.

Links

Forlizzi J (2006) Service Robots in the Domestic Environment: A Study of the

Roomba Vacuum in the Home, Proceedings of the HRI 2006. pp: 258265

Breazeal C (2001). Socially Intelligent Robots: Research, Development and

Applications. Proceedings of IEEE International Conference on Systems, Man and
Cybernetics, pp: 21212126, Tucson, Arizona

Bogue R (2009). Exoskeletons and robotic prosthetics: A review of recent

developments. Industrial Robot: An International Journal, 36

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