Technology in hotel service delivery

Reference no: EM131181574 , Length: word count:1500

Technology in Hotel Service Delivery

In July 2015, the world was introduced to a hotel operated almost entirely by robots in none other than, Japan - the world's leader in robotic technology. The Henn-na Hotel, which translates to 'Weird Hotel', makes up part of the Huis Ten Bosch Theme Park, situated in the city of Nagasaki. This five-star hotel was established with the aim of providing not only time and cost efficient services but also adding fun and comfort to their guests' stay (Henn-na Hotel, n.d.).

Upon arrival, guests will be greeted by one of the two robots at the reception - a Japanese speaking humanoid or an English-speaking dinosaur who will assist them with check-in. These robots are able to engage in intelligent conversations (Wong, 2016), thus making them a little more 'human'. Guests' luggages will then be delivered to their respective rooms by porter robots. However, this service is available only to those accommodating the A wing, which is the hotel's luxury wing comprising superior and deluxe rooms. There is also a concierge robot that provides guests with basic information such as breakfast and ongoing events. In the room, guests can enjoy the service of Tuly, a mini-sized robot who sits on the bedside table. Tuly offers weather forecasts, wake-up calls and helps guests with telling the time and switching the room lights on or off. The hotel takes pride in its incorporation of superior technology, taking hospitality by a whole new definition. Henn-na Hotel (n.d.) describes its current in-house technology to include the following:

Before the check-in time, guests can opt to store their luggage with the robot arm locker service. This service is provided for a fee
Entry to room is granted through facial recognition technology
Lights in the room are automatically switched on and off by motion sensor. Alternatively, guests can manually control the lights by using a tablet available in each room
The air-conditioning system is controlled by a radiant panel which adjusts the room temperature according to the body heat of guest(s)
A tablet is provided in each room for guests to call the front desk and watch television
Check out is done through an automatic payment machine at the front desk and guests follow the instructions displayed on the screen

The hotel also embraces its environmental-friendly operations, reducing frills and keeping room amenities to the minimum. While towels are replaced on a daily basis, bed making and room cleaning are provided only to long stay guests accommodating over 7 nights. Guests who wish to have their room cleaned, beds made or towels replaced can request for the service at an additional charge. In each room, basic amenities are provided and guests have the option of purchasing other amenities from the hotel's Amenity Store. The Amenity Store can be found at the entrance of the hotel, close to the front desk and the porter robot. Its concept revolves around the application of advanced technology as well as reducing electricity usage and waste. This in turn helps to keep the hotel's labor and operational costs to the minimum, thus offering affordable stays to their guests. According to the hotel's owner, Hideo Sawada, he aims to make this "the most efficient hotel in the world" by reducing manpower and having robots making up 90% of its workforces (Rajesh, 2015). Human roles, however, are still needed in two areas of the hotel, namely security and cleaning crew. CCTV Cameras installed throughout the hotel are being monitored by actual staff while rooms are being made up by housekeeping staff until robots are able to perform the job in the future (Japan's robot hotel: a dinosaur at reception, a machine for room service, 2015).

The Henn-na Hotel consists of 72 rooms and guests can pick from a standard, superior or deluxe room. Food and beverages options include simple offerings from the Café Corner or smart kiosks where guests can find drinks and light snacks from the vending machine. Currently at its first phase, the hotel is undergoing construction of the second phase which will add another 72 rooms to the property. The second phase is due to be completed in March 2016. On top of that, the hotel owner indicated future hopes in building 1,000 hotels of its kind abroad (Wong, 2016) and also expanding the robots' linguistic capabilities by adding languages such as Chinese and Korean to their vocabulary (Japan's robot hotel: a dinosaur at reception, a machine for room service, 2015).

Looking at the current industry trends, market demand and literature on hospitality services, argue a viewpoint to one of the following statements.

a. Personalized service is vital to guest experience and is the most notable way for hotels to remain competitive and relevant in the industry today. The level of personalized service offered by robots is incomparable to the 'human touch' provided actual staff, thus not being able to create memorable stays for hotel guests which will consequently hamper guests loyalty.

b. Time and cost efficiency has become an essential criterion for both travelers and hotel operators today. The use of robots and machineries in hotels makes a good replacement for the human workforce as it results in quicker and more accurate services. To remain relevant, hotels should opt to incorporate technology and reduce human workforce in most of its departments. This would provide guests with a pleasant stay and consequently encourage loyalty towards the brand.

References:

Henn-na Hotel.(n.d.).Our concept. Retrieved January 4, 2016, from https://www.h-n-h.jp/en/concept/

Henn-na Hotel.(n.d.).How to use. Retrieved January 4, 2016, from https://www.h-n-h.jp/en/guidance/

Japan's robot hotel: a dinosaur at reception, a machine for room service. (2015, July 16).The Guardian. Retrieved January 4, 2016, from https://www.theguardian.com/world/2015/jul/16/japans-robot-hotel-a-dinosaur-at-reception-a-machine-for-room-service

Rajesh, M. (2015, August 14). Inside Japan's first robot-staffed hotel. The Guardian. Retrieved January 4, 2016, from https://www.theguardian.com/travel/2015/aug/14/japan-henn-na-hotel-staffed-by-robots

Wong, M. H. (2016, January 12). Japan's robot hotel opens its (automatic) doors. CNN. Retrieved January 14, 2016, from https://edition.cnn.com/2015/07/17/travel/japan-hotel-robot-opens/

To successfully complete Learning Portfolio Part:

(1) Research the key concepts in the statement

(2) Choose to agree or disagree with the statement - this is your viewpoint. Note that your argument should focus on robot technology and not software technology; and

(3) Write an argument that logically and comprehensively supports this viewpoint using a number of themes or topic. Describing background content to the topic must be avoided at all times: all content is developing what is called an academic position.

Consider using the following structure:

Introduction

Thesis statement: in one sentence, state your viewpoint (argument) to your chosen topic. You are agreeing or disagreeing with the statement listed in the assignment brief.

Purpose of assignment: to argue a viewpoint through a number of themes

Scope of assignment: outline the themes to be argued.

Body of assignment

Theme 1: this theme must clearly develop your argument. Use a topic sentence to start the sub-section. A topic sentence captures the main idea to be developed, in one strong sentence. A topic sentence is structural and thus does not have a reference included.

Theme 2: as above.

Theme 3: as above.

Theme 4 (optional): as above.

Conclusion

A conclusion responds to an introduction. State the argument that has been developed throughout the report.

Briefly reiterate the themes that have been developed in response to your chosen argument.

1500 words and minimum 5 academic references and 4 from journal articles.

Reference no: EM131181574

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