Robots in Myth, Culture, and Innovation
Humans have always been fascinated by the idea of creating machines capable of replicating themselves. This vision has deep roots in ancient myths, literature, cinema, and science, blending ingenuity and imagination.
In Greek mythology, Hephaestus, the god of the forge, created Talos, a bronze giant animated to patrol the coasts of Crete and defend the island. In Jewish Kabbalistic legends, the Golem was a clay figure brought to life through sacred words. These stories, though symbolic, anticipate a fundamental idea: the tension between artificial creation and its human creator, a theme still central today when discussing robots and artificial intelligence.
Moving into modern times, literature has fueled this fascination. In 1920, Karel Čapek introduced the term “robot” in his play R.U.R. (Rossum’s Universal Robots), imagining machines capable of thinking and working instead of humans, though with tragic outcomes. Soon after, science fiction became fertile ground for exploring the human-machine relationship: from Metropolis by Fritz Lang to Blade Runner by Ridley Scott, based on P.K. Dick’s novel (Do Androids Dream of Electric Sheep?), and the “human-like” robots of Isaac Asimov, who first challenged ethical dilemmas with the famous Three Laws of Robotics.
At the same time, science and engineering turned fantasy into reality. The first mechanical automatons of the Renaissance, such as those designed by Leonardo da Vinci, were simple but extraordinary for their time. With the advent of the Industrial Revolution, the dream of machines capable of performing complex tasks took shape, leading to increasingly sophisticated innovations.
Today, we live in an era where robots and artificial intelligence are no longer confined to science fiction: we find them in our homes, in industrial processes, and increasingly in the service sector. From robots that clean floors to those that deliver food and welcome guests in luxury hotels, we are witnessing an epochal transformation in hospitality. But how much of this ancient fascination survives today? And most importantly, how can we integrate these technologies without losing the human essence that defines the art of hospitality?
From Dreams to Services: The Evolution of Robotics in Hospitality
The evolution of robotics has transitioned from simple mechanical arms primarily used on assembly lines to sophisticated systems that now operate seamlessly in the world of hospitality. The introduction of artificial intelligence has enabled robots to move beyond being mere executors, transforming them into assistants capable of personalizing services and improving efficiency.
In the hospitality field, places like the Henn-na Hotel in Japan – famous for its robot receptionists – demonstrate how technology can reinvent the guest experience. Similarly, robots like Relay, developed by Savioke, deliver items to hotel rooms, reducing waiting times and optimizing staff management.
In recent years, hospitality has become one of the most fertile grounds for the integration of robotics, transforming the concept of service into something that combines advanced technology with a futuristic approach to the customer experience. However, while Pepper remains active in various industries, including certain areas of hospitality, its adoption in hotels has slowed due to operational limitations reported by some establishments.
The first experiments with robots in the hotel and restaurant industry addressed clear needs: improving efficiency, reducing waiting times, and delivering an innovative experience. In Japan, the Henn-na Hotel continues to be a symbol of this innovation, operating with robot receptionists and virtual assistants welcoming guests at various locations, including Tokyo and Kyoto.
The introduction of artificial intelligence has enabled robots to be more than just simple executors. Thanks to advanced software, they can learn from experiences, personalize interactions, and anticipate guest needs. Robots operating in the hospitality sector are no longer seen as a futuristic novelty meant to impress visitors and guests but as tools that address real needs, from logistical operations to experience personalization.
AI Giving Robots a Mind: How Does It Work?
If robotics represents the body, then artificial intelligence is undoubtedly the mind that enables robots to interact, learn, and adapt. Thanks to technologies like Natural Language Processing (NLP) and Large Language Models (LLMs), robots can understand and respond to natural language, making interactions smooth and intuitive. For example, a robot concierge can provide details about local attractions or hotel services, eliminating the need for immediate human intervention.
With Machine Learning, robots learn from data collected during interactions. A robotic concierge can remember a guest’s preferences—such as their ideal room temperature or favorite dishes—to deliver an increasingly personalized and efficient service.
Thanks to computer vision, robots can recognize objects, faces, and even facial expressions. This technology helps them navigate spaces autonomously and differentiate between regular guests and new arrivals, enhancing the quality of service.
The transition from the “dreams” of science fiction to everyday practice is now complete: robots have entered the world of hospitality with discretion but immense potential. However, this evolution brings new challenges that go beyond technology—it also tests our ability to embrace change.
Where Robots Shine: Real Applications
The use of robotics in hospitality is no longer a curiosity but a reality increasingly integrated into the daily operations of hotels and restaurants. Certain areas are particularly well-suited to the application of robots and artificial intelligence, offering practical, innovative, and often surprising solutions.
Reception and Virtual Concierges
One of the first points of contact between a guest and a facility is the reception desk, a perfect setting for employing robots. Humanoid robots like Pepper are used to welcome guests, provide information, and answer frequently asked questions. With the ability to interact in multiple languages, they display digital brochures, guide guests to the check-in desks, and streamline the initial welcome. In some establishments, clients appreciate this technological innovation, which adds a futuristic touch to their stay.
Room Service
Robots like Relay handle delivering items to hotel rooms, moving autonomously through corridors, calling elevators, and even notifying guests upon their arrival. This type of service reduces waiting times and allows human staff to focus on more complex tasks.
Automated Restaurants
In restaurants, such as those in the Chinese chain Haidilao, robots not only serve customers but, in some cases, prepare dishes with impeccable precision. This approach eliminates human errors, maintains high standards, and provides guests with a unique spectacle. Even in Europe, fully automated restaurants are slowly gaining popularity, especially in contexts where innovation is a key strength.
Cleaning and Sanitation
The pandemic highlighted the importance of maintaining high hygiene standards. Robots like Xenex, which use UV light to sterilize spaces, have become essential in hotels and common areas. Not only do they ensure thorough cleaning, but they also do so quickly and without posing risks to human staff. Even in post-pandemic times, these robots remain a viable option for keeping environments sanitized.
Personalized Experiences
With integration into AI and advanced CRM systems, robots can deliver tailored experiences. From recommendations on local activities based on guest preferences to recognizing frequent visitors, personalized robotics is transforming how facilities interact with their guests.
The Human Factor: Limits and Challenges
Despite the advancements in robotics and artificial intelligence, hospitality remains deeply rooted in human interaction. The introduction of robots and AI systems has undoubtedly improved the speed and efficiency of services, but it has also raised a fundamental question: can technology replace the human warmth that defines hospitality?
Customer Perception
The acceptance of robots varies significantly across different cultural and generational contexts. In more technologically advanced regions, like Japan, robots are often met with curiosity and enthusiasm. However, in many other parts of the world, customers might perceive robotized services as impersonal or even alienating. For instance, while a robot concierge can deliver detailed information in seconds, it cannot recognize emotional nuances, such as a customer’s stress or enthusiasm.
Hybrid Interaction: The Value of Human-Machine Collaboration
The solution is not necessarily a complete replacement of human staff with robots, but rather a balanced collaboration. Robots excel at repetitive tasks and technical operations, allowing human staff to focus on roles requiring empathy and creativity. In a restaurant, for example, a robot might handle delivering dishes, while the waitstaff can focus on sharing the story behind the menu or recommending the best wine pairing.
Costs and Implementation
Another critical aspect is the initial implementation and maintenance costs. Advanced robotics and AI systems require significant investments, making them more accessible to large hotel chains and high-end restaurants compared to smaller independent establishments. Moreover, as technology evolves, it can quickly become obsolete, necessitating continuous upgrades to remain competitive.
The Risk of “Dehumanizing” Service
One of the greatest fears is that excessive reliance on robots could diminish the authenticity and uniqueness of service. Hospitality is built on details, many of which stem from human experience and intuition. A smile, a joke, or a spontaneous gesture often creates bonds that even the most advanced robot cannot replicate.
The Importance of a Strategic Vision
To fully leverage robotics in hospitality, it is essential to adopt a strategic approach. Robots should be seen as a tool to enhance service, not as a universal solution. Businesses that successfully integrate technology and human interaction in a balanced way will gain a competitive advantage, offering an experience that combines the best of both worlds.
The Future: Toward a New Concept of Hospitality
The world of hospitality is in constant evolution, and the introduction of robots and artificial intelligence marks only the beginning of a broader transformation. Looking ahead, we can imagine scenarios where technology becomes even more integrated, reshaping not only the services offered but also the expectations of guests.
Fully Automated Hotels: A Possible Reality?
The concept of a hotel entirely run by robots, like the case of the Henn-na Hotel, represents a fascinating yet complex future. These facilities offer highly efficient and technological services, but complete automation is not suitable for every type of clientele. While young travelers or those curious about technology might appreciate the innovation, more demanding guests might perceive it as cold or impersonal, preferring a more human-centered approach.
Personalized Luxury Through AI
The real strength of robotics and artificial intelligence could lie in their ability to deliver hyper-personalized experiences. By leveraging data collected through an advanced CRM system, these technologies can anticipate the needs of every guest: from preferred music during check-in to room configurations tailored to individual habits. This kind of tailored luxury, currently reserved for high-end establishments or Michelin-starred restaurants, could become the new standard for hotels and resorts at every level, raising the bar for all to deliver the ultimate guest experience in any setting.
The Hybridization of Man and Technology
The most promising future might not be fully automated but hybrid. A balanced combination of robotics and human staff could represent the best of both worlds: technological efficiency for operational tasks and human interaction for roles requiring empathy, creativity, and intuition. For instance, robots could handle logistical tasks, while human staff focus entirely on their guests, creating a unique and memorable stay.
The Impact on Sustainability and Accessibility
Robotics could also play a crucial role in making hospitality more sustainable and inclusive. Energy-efficient robots, capable of optimizing resources such as water or energy, can help facilities reduce their environmental impact. Additionally, robots could be used to enhance the accessibility of spaces, supporting guests with disabilities or special needs.
A Matter of Balance
The future of technological hospitality will depend on the ability to balance innovation and tradition. Technology should be a tool to enhance the experience, not an end in itself. Facilities that manage to maintain a guest-centered approach—with or without robots—will have the advantage of offering hospitality that remains true to its essence: making people feel at home, wherever they are.