Robotics technology implementation in the 21st-century hospitality business environment: A survey study

This study examined the challenges of robotic technology implementation in the 21st-century business environment. The objective is to examine the application of robotics in hospitality services and its potential impact; to understand robotics as it applies to hospitality services, and to assess the acceptance and adoption of robotics technology by stakeholders in hospitality services. Data was gathered through the use of a self-questionnaire distributed to the staff of selected major hotels in Lagos. Out of the 250 questionnaires, 186 were returned, and 148 were found usable for the data analysis. The result shows that the majority of the hotel staff are ready to accept and use robotic technology in their work. They believe that implementing the technology will enhance quality, efficiency, and faster service delivery to guests beyond their expectations. Also, the findings revealed that adopting robot application promote productivity, professionalism, profitability, and marketability in hospitality management. However, some of the challenges revealed that there are lack of proper knowledge, skills, and experience among the staff to operate the robotic software which affects its effectiveness, also the cost of installing the devices and software is a challenge. Many of the respondents feared that robots would take over their jobs if implemented, causing rejection. Although, the technology guarantees interdepartmental coordination by promoting the uninterrupted functioning of all the departments. The study recommended that each hotel should make a strategic commitment to integrating robotic applications in their major operational, safety, and security services. That will reduce labor in places where fewer workers are required to execute a particular task, lowering labor expenses and boosting productivity.