Robots in Action: Real-World Applications in the Hospitality Sector

“The Impact of Robotics and Automation on Hospitality: An International Case Study Analysis” (Chengi A., 2025) is the title of an outstanding thesis I had the opportunity to supervise, authored by graduate student Alessia Chengi.

Her research investigates how emerging technologies—particularly service robots and smart automation—are transforming hotel operations, redefining staff roles, and influencing the overall guest experience.

What makes this work especially relevant is its strong foundation in concrete examples: real hotels, real systems, and measurable impacts.

This post summarizes the key findings of the thesis, structured in three parts.

The first explores how robots are being integrated into hospitality, the second focuses on automation hardware such as smart rooms and self-service tools, and the third offers strategic reflections drawn from the case studies.

1. Framing the Topic: A Theoretical Overview of Robotics in Hospitality

When we think of robots, we often picture futuristic humanoids or science-fiction fantasies.

In reality, robotic technologies are already being quietly and systematically implemented in the hospitality sector—not as mere novelties, but as strategic assets aimed at enhancing service, boosting efficiency, and improving guest satisfaction.

Robotics, as defined in the thesis, refers to the design, construction, and use of intelligent electromechanical systems capable of interacting with their environment.

In hotel settings, this translates into machines that perform tasks traditionally assigned to human staff: welcoming guests, delivering luggage, cleaning rooms, or even preparing food.

These are no longer theoretical concepts—they are machines already operating in hotels across the globe.

The evolution of robotics in hospitality mirrors the broader digital transformation occurring in service industries.

Once limited to industrial use, robots are now being tailored to more complex, human-centered environments such as hotels.

Here, their effectiveness is determined not only by technical performance, but also by their ability to engage socially, interpret emotional cues, and deliver perceived value.

This is not just a technological shift—it is cultural and operational.

Analyzing international case studies, the thesis identifies four key areas where robots are currently used in hotels: guest reception, food and beverage service, cleaning, and internal logistics; in parallel, on the automation side, it highlights self check-in kiosks, digital access systems, smart room controls, and food & beverage solutions.

Each domain reflects a different stage of technological maturity and guest acceptance—and together, they help us understand how automation is quietly redefining the experience of travel.

2. From Theory to Practice: Case Studies in Robotics and Automation

Building on the theoretical framework outlined above, the thesis moves into its core section: a comparative analysis of concrete implementations of technology in hospitality.

These are presented in two distinct clusters.

First, we explore how robotics is being applied in hotels through four operational areas—reception, food & beverage, housekeeping, and logistics.

Then, we examine a second set of cases focused on automation hardware, such as smart rooms, self check-in systems, and digital control interfaces.

By separating these two domains, the research highlights the different ways in which technology can transform both the visible and invisible layers of the guest experience.

3. Robots in the Real World: Operational Use in the Hotel Sector

The first group of case studies focuses on robotics—specifically, on how service robots are being used in real-world hotel environments. These machines interact with guests and staff, either directly or indirectly, to improve service quality and optimise operational flows.

From check-in desks to restaurant tables, from guest floors to back-of-house corridors, the examples analysed in the thesis illustrate how robots are already contributing to a new model of hospitality: more efficient, more scalable, and increasingly hybrid.

3.1. Reception Robots and Smart Concierge Services

One of the most visible applications of robotics in hospitality is at the front desk. Several hotels now use humanoid or interactive robots to welcome guests, assist with check-in, provide local information, and manage basic service requests.

Among the most well-known is Pepper, a social robot created by Softbank, which has been deployed in hotels such as Courtyard Marriott Anaheim, Parc Hotel in Italy, and Mandarin Oriental Las Vegas. Pepper can recognize emotions through facial expression and voice tone, speak multiple languages, and interact with guests using both speech and tablet-based interfaces.

Another noteworthy example is Connie, developed through a collaboration between Hilton and IBM Watson. Connie acts as an AI-powered concierge, capable of answering questions about hotel amenities, local attractions, and event schedules. It adapts and improves based on guest interactions, offering a dynamic layer of personalized assistance.

In Japan, the Henn-na Hotel has become a global reference for robot-centric hospitality. At check-in, guests are greeted by robot dinosaurs or multilingual humanoid staff, while robotic arms store luggage and interactive fishbots provide entertainment in the lobby. Although some guests enjoy the experience, reviews indicate that others feel the lack of human support, especially when technical issues arise. The case of Henn-na illustrates both the fascination and the limitations of full robotic front-line services.

3.2. Robot Chefs and Automated Food Service

Robotic systems are also being introduced in food preparation and table service—functions that are traditionally staff-intensive and time-sensitive.

Nala Chef, developed by Nala Robotics, is one such example: a robotic kitchen assistant capable of preparing meals based on pre-set recipes and real-time data inputs. At the Henn-na Hotel, a similar robot is tasked with preparing traditional Japanese okonomiyaki pancakes in front of guests.

In Italy, the Hotel Terme Millepini has adopted Bob, a robot designed to support waiters in serving dishes, guiding guests to their tables, and even providing basic menu suggestions. While not replacing human interaction, Bob helps lighten the workload and create an interactive atmosphere.

Another notable case is Plato, developed by United Robotics Group and used in Paris at the Méridien Étoile. Plato assists during the breakfast shift by transporting over 900 kilograms of tableware, allowing staff to focus on guest interaction rather than repetitive logistics.

These solutions show promise, but are not without limitations. Robot chefs tend to work best in controlled environments with standardized menus. Flexibility, improvisation, and nuanced guest requests remain areas where human staff outperform their robotic counterparts.

3.3. Cleaning Robots: Reliability in the Background

Among the most accepted and operationally successful robotic applications in hotels are cleaning robots. These machines operate quietly and consistently, supporting hygiene standards without interfering with the guest experience.

Whiz, created by Softbank Robotics in partnership with Canon, is used in several major hotel chains including Marriott and the Garden City Hotel. It autonomously navigates corridors and public areas, vacuuming floors and providing cloud-based data on cleaning coverage and efficiency.

Additional devices like Aiper Scuba S1 for pool maintenance and Winbot for automated window cleaning extend the scope of robotic sanitation services.

The advantage of cleaning robots lies in their dependability and discretion. They excel at repetitive tasks, reduce staff fatigue, and maintain consistent cleanliness—qualities highly valued by both operators and guests.

3.4. Delivery and Internal Logistics

Behind the scenes, robots are also playing an important role in logistics and in-room delivery. These systems help hotels meet growing expectations for speed, contactless service, and 24/7 availability.

Relay, developed by Relay Robotics, is used in hotels like the Renaissance Las Vegas and Sheraton Los Angeles. This robot autonomously delivers items such as towels, snacks, or toiletries to guest rooms. It can operate elevators, navigate corridors, and alert guests upon arrival.

TUG, another logistics robot, focuses on transporting luggage and supplies within the hotel. It can open doors, ride elevators, and follow designated paths to delivery points, relieving staff from heavy or repetitive duties.

These robots contribute to operational efficiency and improve guest satisfaction, especially in high-occupancy periods or limited-staff scenarios. However, their adoption depends on the design of the hotel infrastructure and the willingness of guests to interact with non-human service agents.

4. Smart Automation in Hospitality: The Invisible Layer of Innovation

If robots are the visible face of innovation in hospitality, automation hardware represents its silent infrastructure.

These technologies don’t speak or smile, but they are fundamental to the daily experience of hotel guests.

They shape how rooms respond, how services are delivered, and how operations stay efficient—without necessarily being noticed.

As highlighted in Alessia Chengi’s thesis, the automation of hospitality environments is part of a broader digital transformation.

The introduction of smart locks, sensors, voice interfaces, and intelligent energy systems reflects a strategic shift: hotels are moving from standardised service models to adaptive, responsive environments.

The guest experience is no longer static—it reacts to presence, preference, and context.

The case studies explored in the thesis show how hotels around the world are deploying automation hardware across four main areas: self-service kiosks, guest comfort control, automation in food & beverage, and access systems. Each solution contributes to creating a smart, frictionless, and increasingly personalised stay.

4.1 Automated Check-in and Access Systems

Access systems are one of the four key hardware automation areas identified in the thesis.

These solutions replace traditional physical keys with smart cards, PIN codes, or smartphone-based digital keys, often integrated with Property Management Systems (PMS) to enhance security and operational efficiency.

Smart locks using NFC, Bluetooth, or mobile apps allow guests to enter their rooms without physical keys or front desk interaction. Systems such as SALTO KS or Kaba Mobile Access enable automatic room allocation, monitor access activity, and trigger energy-saving modes when rooms are unoccupied.

These technologies improve security, streamline operations, and meet the growing demand for contactless experiences—particularly relevant in post-pandemic travel contexts.

4.2 Self-Service Kiosks

Self-service kiosks are another major category of hotel automation, allowing guests to complete check-in and check-out independently, often in under a minute.

Examples include CitizenM’s Enzosystem kiosks and Yotel’s Zest Stations, which manage the entire process—from booking verification to key creation—without the need for front desk assistance.

These kiosks can also upsell additional services, securely store payment details, and integrate with PMS platforms, enabling a fully contactless and streamlined arrival and departure experience.

By reducing queues and freeing staff from repetitive tasks, they allow hotel teams to focus on delivering personalised guest interactions.

4.3 Guest Comfort Control

Modern hotels are increasingly adopting smart room systems that combine sensors, automation, and user interfaces to adjust comfort settings in real time.

This includes:

Thermostats that learn guest preferences and adapt temperature accordingly, improving energy efficiency without sacrificing comfort.
Smart lighting that responds to presence or time of day, creating ambiance while reducing waste.
Motorised blinds integrated with smart lighting and climate systems that automatically open or close based on light levels or guest schedules.
Voice control systems, such as Alexa Smart Properties for Hospitality, allow guests to adjust lighting, temperature, and manage room functions or request hotel services simply by speaking.

These automations are not only about convenience—they also align with sustainability goals by reducing energy consumption and minimising unnecessary use of resources.

Hotels like Park Plaza London Waterloo and NH Collection Madrid Eurobuilding have implemented integrated smart room systems as part of their innovation strategies.

4.4 Food & Beverage Innovations

F&B automation is one of the four key hardware automation areas identified in the thesis. Automation is also making inroads in hotel kitchens and restaurants, often in less visible but equally impactful ways. Examples include:

Self-service beverage stations and automated coffee machines that integrate with guest room billing systems.
Smart minibars equipped with sensors that detect item removal and update inventory in real time.
RFID-based inventory management that reduces food waste and ensures timely restocking.
Touchscreen ordering systems in breakfast areas or lobbies, allowing guests to customise orders according to dietary needs or preferences.

While these systems don’t replace chefs or waitstaff, they streamline backend operations and free up human resources for more value-added, guest-facing roles.

5. Benefits, Limitations, and Strategic Implications

One of the key insights from the comparative analysis in Alessia’s thesis is that automation works best when it serves clearly defined operational goals. In particular, the most effective systems:

Reduce repetitive or manual work
Offer consistent, high-quality service
Lower operational costs over time
Improve data collection and personalisation
Enhance the perception of innovation and modernity

At the same time, the research highlights potential risks. Over-reliance on automation may compromise flexibility, frustrate less tech-savvy guests, or create friction in unexpected situations. Hotels must also ensure data privacy, cybersecurity, and ongoing staff training to manage these systems effectively.

The takeaway is clear: hardware automation is not a replacement for human service, but a complement to it. When designed well, these systems make hotels more responsive, sustainable, and scalable—creating value for both guests and operators.

6. Conclusions: Designing Hospitality Between Humans and Machines

The thesis by Alessia Chengi demonstrates that robotics and automation are no longer experimental frontiers—they are active components in the transformation of hospitality.

However, their success depends not only on technical efficiency but also on thoughtful integration into human-centered environments.

Several key insights emerge from the analysis:

Robotics and automation are distinct but complementary: while robots interact with guests in visible ways (concierge, delivery, cleaning), hardware automation operates in the background (access, lighting, temperature), supporting efficiency and personalization.
Guest acceptance is critical: even the most advanced technology can fail if it feels impersonal or confusing. Cultural context, design quality, and communication strategies all play a role in how guests perceive automated services.
Human roles are evolving, not disappearing: instead of replacing staff, technology is shifting their focus toward high-value tasks—empathy, problem-solving, and creative service design. Staff will need hybrid skills: digital literacy, emotional intelligence, and flexibility.
Technology must support—not replace—experience: automation should simplify and enrich the guest journey, not create distance. The best systems are those that disappear into the background, enabling smoother and more personalized interactions.
Integration is the real innovation: the most successful hotels are those that combine human and machine in coherent, seamless service flows. The challenge lies not in choosing between the two, but in orchestrating them.

As her advisor, I appreciated Alessia’s ability to combine technological understanding with a critical eye on human dynamics.

Her work reminds us that the future of hospitality is not about choosing between robots and people—it’s about designing systems where both can thrive.

This reflection is particularly relevant for tourism professionals, destination managers, and hospitality innovators: adopting technology is not enough. What matters is how it’s implemented, why it’s introduced, and what kind of experience it creates—for both guests and staff.

Work with me

If you’re looking to bring automation, robotics, or smart systems into your hospitality or tourism project, I can help align technology with service quality, brand identity, and market positioning. Get in touch to explore how we can work together.

Join the conversation

Have you experienced robotics or AI in a hotel, museum, or tourism destination? Share your thoughts, examples, or questions in the comments—I’d love to hear your perspective.

Thesis:

Chengi, A. (2025). L’impatto della robotica e dell’automazione sull’ospitalità: analisi di casi internazionali [Thesis, IULM University, Milan, Italy; Thesis supervisor: Andrea Rossi].

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