Abstract:
This research focuses on the integration of robotic technology in hotels with the aim of enhancing guest
experience and improving operational efficiency. By reviewing existing literature, this study provides an
overview of the key findings, identifies gaps, and highlights limitations in the current research landscape.
The findings from the reviewed studies consistently demonstrate that guest’s express higher satisfaction
levels when interacting with robot concierge services, robotic room service, and robotic butlers. The
convenience, efficiency, and personalized experiences provided by robots contribute to positive guest
perceptions and increased engagement. Furthermore, hotels have observed notable improvements in
operational efficiency, including reduced staff workload, faster response times, and increased productivity.
However, there are several gaps and limitations in the existing research. Long-term studies are needed to
assess the sustainability and durability of the positive effects of robotic technology in hotels. Contextual
factors, such as hotel size, location, and cultural differences, have not been extensively explored and could
impact guest perceptions and acceptance. Cost considerations, including investment and maintenance
expenses, require further investigation. The dynamics of human-robot collaboration in hotel operations and
the impact on employee job satisfaction and roles also need to be examined. Additionally, the influence of
guest segmentation on the acceptance and interaction with robotic technology has not been extensively
studied. This research highlights the potential benefits of robotic technology in hotels and emphasizes the
need for further exploration to maximize its impact. The findings provide valuable insights for researchers,
hoteliers, and practitioners interested in leveraging robotic technology to create exceptional guest
experiences and improve operational effectiveness in the hospitality industry.
Keywords: Robotic technology, Hotel industry, Guest experience, Guest satisfaction, Operational
efficiency.