Whether its serving food, taking reservations, or just welcoming guests at the concierge, the hospitality sector has quickly adapted to the use of service robots. Efficient as it is, its still important to provide a personal touch, especially for hotel brands going for a sincere image.
Participants in a recent CUHKResearch study indicated their willingness to use concierge robots came in at an average score of 4.73, again on a scale of seven, if it was accompanied with a warm explanatory message, and 3.76 when this message was absent.
At the end of the day, a sincere brands personality is based on providing service from the heart and replacing human servers with robots can defeat that goal, says Prof. Sungwoo Choi, Research Assistant Professor of the School of Hotel and Tourism Management.
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