How Hotel Robots Enhance The Art of Hospitality

Key Takeaways

• Robots in the hospitality industry are transforming guest services through automation, speed, and personalization.
• Robots like Connie at Hilton Hotels and Yobot at YOTEL New York are being used to boost efficiency while allowing staff to focus on more meaningful guest interactions.
• While challenges like cost, maintenance, and guest acceptance remain, robotics is set to play a growing role in the future of global hospitality.

Robots in the hospitality industry are no longer a futuristic fantasy—they're here, and they're reshaping how hotels and resorts operate worldwide. Emotional AI that reads guest moods and generative AI that crafts personalized recommendations are on the rise. From high-tech hotel lobbies in Japan to smart resorts in the U.S. and Europe, service robots are becoming a global trend.

These high-tech helpers are streamlining operations, speeding up service, and even adding a bit of fun to the guest experience.

What Are Robots in Hospitality?

"Two technologies are revolutionizing the hotel industry…" according to Tomeu Fiol, Global Hotel Technologies Director, "...artificial intelligence (AI) and robotics. While AI grabs the spotlight, robotics, which receives less attention, will have an undeniable impact on hotel management".

Robots in hospitality are smart machines or digital systems designed to support hotel operations and guest services. These robots aren't just about flashy tech; they're practical tools meant to boost efficiency, improve service quality, and elevate the overall guest experience.

In hospitality (and beyond), robotic technologies typically fall into two main categories: physical robots and virtual assistants. Physical service robots are the ones guests can see and interact with, such as delivery bots that bring towels to rooms or concierge robots that greet visitors in the lobby. They perform tasks that once required a human touch but with greater speed and consistency.

AI-powered virtual assistants, like voice-controlled devices and chatbots, may not roam the lobby, but they're just as effective. They handle guest inquiries, manage bookings, and offer instant recommendations—available 24/7. Together, these technologies are quietly reshaping hotel operations and the guest experience.

Common types of robots in use

Hotels are embracing a range of robotic technologies. Here are the most common types:

• Front desk / Concierge robots - These robots assist with check-in, provide directions, or answer frequently asked questions. They're often stationed in lobbies to offer quick, contactless support.
• Delivery robots - Need a midnight snack or extra towels? Delivery robots can bring items right to your room. They're efficient and secure and reduce wait times.

• Cleaning robots - Think of these as the Roombas of the hotel world. They vacuum, mop, or disinfect public areas and guest rooms, helping maintain cleanliness standards.
• Food service robots - Found in buffet areas or room service operations, they assist in serving or delivering food—even poolside drinks.
• Guest engagement robots - These robots entertain, offer recommendations, or assist with local info, adding a playful, interactive element to the stay.

Examples of the Use of Robots In the Hospitality Industry

From luggage storage to guest interaction, some hotels have embraced robotics to stand out and streamline service.

"Connie" – Hilton Hotels

Robot type: Guest engagement robot
Location: Hilton McLean, Virginia (USA)

Connie is a 58 cm-tall humanoid robot developed as an early experiment in bringing AI and robotics into the hospitality industry. Powered by IBM Watson and WayBlazer and named after Hilton's founder, Conrad Hilton, Connie was designed to interact with guests in the lobby, answer questions about hotel amenities, and offer local sightseeing tips. 

While Connie marked a notable step toward integrating AI in guest services, there is no recent data confirming whether it is still in active use today. Nonetheless, it remains a key example of hospitality's early adoption of intelligent robotics.

"Yobot" – YOTEL New York

Robot type: Luggage handling robot
Location: YOTEL, New York City

Yobot is a robotic arm that automates luggage storage and retrieval. Guests place their luggage in a locker, and Yobot takes it from there, neatly tucking it into a secure storage wall. It's fast, futuristic, and visible behind glass, turning a basic service into an eye-catching and efficient experience.

"Pepper" – Henn-na Hotel

Robot type: Front desk / Concierge robot
Location: Henn-na Hotel, Japan

Pepper is a humanoid robot designed to recognize faces and interpret emotions. At Henn-na Hotel—often called "the world's first robot-staffed hotel"—Pepper assists with check-in and answers general guest inquiries. It speaks multiple languages and brings a distinctive blend of technology and hospitality, though its role is more novelty-driven than a full replacement for human staff.

Relay – Aloft Hotels (by Marriott)

Robot type: Delivery robot
Location: Aloft Hotels, California

A Relay service robot is a compact and autonomous robot.  It navigates elevators and hallways on its own to deliver items like toothbrushes, snacks, or towels directly to guest rooms. It even calls the room when it arrives and opens its lid when the guest responds—no human interaction needed.

Robot "Lucki" - SHMS

Robot type: Food service and guest engagement robot
Location: Swiss Hotel Management School (SHMS), Switzerland

Created by Marconnet Technologies, Lucki is used both as a practical service robot and a teaching tool at SHMS. It delivers meals, interacts with guests, and provides an example of how robotics can be integrated into hotel training. As SHMS lecturer Xavier de Leymarie remarks:

Knowing how to use the latest technological tools [like robots] will give them [students] the required skills to be future leaders of the hospitality industry.

Benefits of Robots in the Hospitality Industry

Robots in hospitality take on repetitive tasks, deliver faster service, and operate around the clock, freeing up human staff to focus on creating a warm, personalized experience for every guest.

Operational efficiency

One of the biggest advantages of using robots in hospitality is the boost in operational efficiency. Robots can take over repetitive, time-consuming tasks like delivering towels, vacuuming hallways, or checking guests in.

An example of this would be a hotel using a robot like the Relay robot at Aloft Hotels. When a guest requests extra towels, instead of a staff member having to leave the front desk to make the delivery, Relay, the robot, autonomously navigates the hallways, delivering the towels directly to the guest's room.

Automation also reduces the risk of human error. Properly programmed robots don't forget deliveries or mistype guest information. Their precision helps streamline workflows and maintain service consistency, leading to improved guest satisfaction and long-term cost savings.

Robotics can also help ease pressure during staffing shortages—supporting teams during peak hours and ensuring consistent service when hiring is difficult. While robots can reduce some operational costs, their greatest value lies in enhancing efficiency and allowing human staff to focus more on personalized guest experiences.

Many robotic systems are designed to be energy-efficient, operating on smart schedules that conserve power and water during off-peak hours. Altogether, robots help hotels run more smoothly, sustainably, and cost-effectively.

Enhanced guest experience

Hospitality is all about exceptional guest experiences—and robots are proving to be valuable allies in making hotel stays more convenient and enjoyable. Fast, reliable, and available around the clock, they can handle everything from delivering a toothbrush at midnight to providing instant answers about local attractions. Guests don't have to wait in line or pick up the phone; robots respond immediately, often with just a tap or voice command.

Many robots are also multilingual, making them especially useful for international travelers. By breaking down language barriers, they help guests feel more at ease and better understood.

Beyond practicality, robots bring a fun, futuristic touch to the experience. Younger guests and tech-savvy travelers often enjoy the novelty of interacting with a robot concierge or watching a delivery robot zoom down the hallway. It turns a simple service into a memorable moment; something guests are likely to share and remember long after check-out.

Data collection

Robots in hospitality are more than practical operational tools; they also serve as powerful sources of data. As they assist with check-ins, room deliveries, or general inquiries, they can track preferences, service usage patterns, and response times. This information helps hotels better understand guest behavior and expectations.

With the right setup, this data can be used to create more personalized experiences. An example of this in action could be a hotel robot like "Pepper" recognizing and greeting a returning guest:

Welcome back, Mr. Smith! Your favorite room—305—is ready, and the chef recommends tonight's special: seafood pasta, just like last time.

Robots can also support real-time feedback collection, making it easier to spot and resolve issues quickly. For hotel managers, these insights are invaluable, helping them analyze trends, pinpoint peak service times, and allocate staff or resources more efficiently.

Challenges and Ethical Concerns

While robots bring notable efficiency to hospitality operations, they also come with challenges, such as high initial costs, technical glitches, and limited ability to handle complex or emotional guest interactions. There are also concerns about job displacement, as well as the ongoing need for maintenance, software updates, and staff training to ensure systems operate reliably over time.

Impact on employment

The integration of robots in the hospitality industry raises concerns about job displacement, particularly in roles such as housekeeping, delivery, and front desk assistance. However, many experts believe that while certain positions may be reduced, automation is likely to transform rather than eliminate jobs.

New opportunities are emerging in areas like robot maintenance, data analysis, and guest experience design. For example, the adoption of collaborative robots, or "cobots," is designed to support human workers by automating repetitive tasks, enhancing operational efficiency and customer satisfaction.

This transition highlights the need for reskilling and upskilling, particularly in technology and customer service domains. Educational institutions and training programs are essential in equipping the workforce with the necessary skills to adapt to these evolving roles.

Institutions like SHMS include these competencies in their programs, helping students develop essential skills such as digital literacy, data handling, guest personalization, communication, and problem-solving, ensuring students are prepared for the demands of a modern, tech-enabled hospitality environment.

Guest comfort and acceptance

While many travelers enjoy the novelty and convenience of robots in hotels, not everyone feels the same. Some guests—especially in luxury or high-touch service environments—may prefer warm, human interactions over the efficiency of a machine. A smiling concierge or a thoughtful conversation can go a long way in making someone feel valued, and robots, for all their capabilities, still struggle to replicate that emotional connection.

Comfort with robot interactions varies by age, cultural background, and tech familiarity. While Gen Y and Gen Z feel strongly positive about service robots, Gen X tend to be less interested. Younger, tech-savvy guests find robots intuitive and fun, while older visitors or those less familiar with smart tech feel confused or hesitant.

Common concerns include robotic or monotone speech, a lack of emotional sensitivity, or experiences that feel too impersonal. For hotels, the key lies in balance—using robots to enhance, not replace, the human touch that makes hospitality truly memorable.

Maintenance, security, and costs

Robots come with ongoing responsibilities. Regular maintenance, software updates, and technical troubleshooting are essential to keep them running smoothly. These tasks often require skilled staff or third-party support, adding to operational costs over time.

The initial investment is also significant. In addition to purchasing the robots, hotels must invest in infrastructure—such as sensors or elevator integrations—and train staff to operate and manage the technology. For small to mid-sized properties, these costs can be a major financial hurdle.

It is estimated that hospitality businesses should allocate approximately 10% to 20% of the robot's purchase price each year for maintenance. When using a more advanced robot, the costs are even higher—about $5,000-$10,000 more on a yearly basis.

Data security is another critical concern. Many robots collect and transmit sensitive guest information to personalize service or improve operations. This data must be handled with care, requiring strong cybersecurity systems and full compliance with data protection laws like GDPR (General Data Protection Regulation). Without proper safeguards, the use of robots could pose a risk to guest privacy and the hotel's reputation.

Embracing the Robotic Future of Hospitality

Robotics and AI are reshaping hospitality, from speedy room deliveries to smart, data-driven guest experiences, and this is only the beginning. As technology continues to advance, it's not only streamlining operations but also elevating the way guests are welcomed and served.

At SHMS, we're not just observing these changes—we're preparing to lead them. Our International Hospitality Management BA program explores AI, digital innovation, and the future of service. It is designed to align with emerging market needs, ensuring students develop the skills to define tomorrow's hospitality landscape.

Curious about how robots and smart systems can upgrade hospitality? Join SHMS and become part of the next generation of hospitality leaders.

Frequently Asked Questions (FAQs)

How much does a hospitality robot cost?

Prices vary depending on what the robot can do, but most hospitality robots cost between $10,000 and $60,000 or more.

What training is required to operate hotel robots?

Staff usually need basic technical training, often provided by the vendor, covering operation, troubleshooting, and integration with hotel systems.