Humanoid Robots in Tourism and Hospitality—Exploring Managerial, Ethical, and Societal Challenges

The paper evaluates the benefits and challenges of employing humanoid robots in tourism and hospitality, examining their roles, decision-making processes, human-centric approaches, and oversight mechanisms. Data will be collected from a variety of sources, including academic journals, websites of the companies where the robots operate, case studies, and news articles. Specific attention will be given to concrete examples of humanoid robots deployed in the tourism and hospitality sector, such as Connie, Spencer, and Henn-na Hotel’s robots. Robots highlight the potential to assume roles traditionally occupied by humans. The presence of humanoid robots also influences cultural practices and social interactions within the hospitality context. Humanoid robots also have the potential to improve equity and accessibility in the tourism and hospitality industry. The interaction between humans and humanoid robots can have psychological and emotional effects on both guests and employees. Finally, the usage of humanoid robots intersects with broader sustainability operational efficiency and customer satisfaction across various sectors within the tourism and hospitality industry. Introducing humanoid robots represents a challenge in innovation that holds promise for revolutionizing service delivery and guest experiences.