In this interview, we’ll be talking to Radoslaw Fabisiak, CEO of Invra, about the potential of machines replacing hotel staff.
With the hospitality industry rapidly evolving, it’s becoming increasingly clear that hotel staff will be replaced by machines in the near future. The question is not if, but when, and how.
Radoslaw shares his views on the challenges, advantages, customer experience, security, and more, associated with machines replacing hotel staff.
What challenges do you think the hospitality industry will face by replacing hotel staff with machines?
The hospitality industry will face many challenges when replacing hotel staff with machines.
Firstly, there is the challenge of ensuring that the machines are able to perform all the tasks that the hotel staff currently do.
This means that the machines will need to be programmed correctly and must be able to interact with guests in a manner that is both friendly and helpful.
Additionally, there are financial and legal considerations to be taken into account, as well as the potential implications for existing staff that may be made redundant as a result of the change.
Finally, there will be the challenge of introducing the machines to the public in a way that is both acceptable and beneficial to the customer experience.
What advantages do you think the hospitality industry will gain by replacing hotel staff with machines?
The hospitality industry will gain several advantages from replacing hotel staff with machines.
Firstly, machines are able to work 24 hours a day, seven days a week, meaning that there is no need for the hotel to employ staff on a 24-hour basis. This could lead to significant cost savings for the hotel.
Additionally, machines can be programmed to perform a variety of tasks quickly and efficiently, reducing customer wait times and increasing customer satisfaction.
Finally, machines can be programmed to offer a wide range of customer service options, meaning that customers can get the help they need quickly and easily.
In what ways do you think the customer experience would be impacted by replacing hotel staff with machines?
The customer experience would be positively impacted by replacing hotel staff with machines.
Looking on Digital Room Service that Invra Agency builds, for example, allows customers to quickly and easily check in and out of their hotel room, order meals, and access other amenities.
This eliminates the need for customers to wait in line or contact the front desk for assistance.
Additionally, the machines are able to provide customers with a personalized experience by learning about their preferences over time and tailoring their recommendations to meet the customer’s needs.
Finally, machines are able to provide customers with more detailed information about their stay, such as the local area and attractions, which can enhance their overall experience while staying at the hotel.
How do you think the implementation of machines to replace hotel staff would be best managed?
The implementation of software or machines to replace hotel staff would best be managed by taking a phased approach.
This would involve introducing the machines in a gradual manner, allowing customers to become familiar with them, and providing staff with training on how to use them.
It is important to ensure that the machines are programmed correctly and are able to meet the needs of the customers.
It is important to provide a support system for customers in the event that they experience any issues with the machines.
This could involve providing a dedicated team to assist customers with using the machines, as well as providing a hotline for customers to call if they have any questions or concerns.
What measures do you think should be taken to ensure the security and privacy of guests when machines are used to replace hotel staff?
When robots or software are used to replace hotel staff, it is important to ensure that the security and privacy of guests is maintained.
This could involve encrypting the data that is stored on the machines and implementing measures to prevent unauthorized access.
Additionally, it is important to ensure that the machines are regularly updated with the latest security patches and that any vulnerabilities are addressed promptly.
It is important to provide customers with information about how their data is stored and used, and provide them with an easy way to opt out of any data collection if they so wish.
What types of machines do you think would be best suited for replacing hotel staff?
The types of machines that would be best suited for replacing hotel staff would depend on the specific needs of the hotel.
For example, Digital Room Service, which is software built by Invra Agency, could be used to automate check-in processes and provide customers with a more personalized experience.
Additionally, cleaning robots could be used to perform housekeeping tasks, while food delivery robots could be used to deliver meals to guests’ rooms.
Font-desk machines could be used to check guests in and out, as well as provide them with information about the hotel and local area.
All of these machines could be connected to software like Digital Room Service, allowing for a seamless and efficient experience for both the hotel and the customer.
What potential issues do you think could arise by replacing hotel staff with robots?
Firstly, there is the potential for the robots to malfunction or fail to perform their tasks correctly, which could lead to customer dissatisfaction.
Next, there is the potential for the robots to be hacked or for their data to be accessed by unauthorized parties, leading to potential security and privacy issues.
Finally, there is the potential for robots to be seen as impersonal or unfriendly, leading to a decline in customer satisfaction.
What strategies would you recommend to ensure the use of machines to replace hotel staff is cost-effective?
There are several strategies that can be employed to ensure the use of machines to replace hotel staff is cost-effective.
It is important to ensure that the machines are programmed correctly and that they are able to perform all of the tasks that are required of them efficiently.
This will reduce the need for additional staff members to be hired or trained to perform those tasks.
As well, it is important to ensure that the machines are regularly maintained and updated. This will reduce the need for costly repairs and will help to extend the life of the machines.
And, it is important to provide staff with training on how to use the machines. This will enable staff to be able to troubleshoot any issues that arise quickly and efficiently, reducing the need for costly repairs and replacements.
Are there any roles within the hotel staff that you believe cannot be replaced by machines?
For example, customer service roles such as concierge, receptionist, and front desk staff require human interaction, empathy, and problem-solving skills that machines are currently not able to provide.
Additionally, managerial roles such as those responsible for overseeing staff and ensuring that the hotel is running smoothly cannot be replaced by machines.
How do you think the introduction of machines to replace hotel staff would affect the morale of existing staff?
The introduction of machines to replace hotel staff would likely have a negative effect on the morale of existing unskilled staff, particularly those who are made redundant as a result of the change.
It is important to ensure that those staff members are treated with respect and understanding and are provided with adequate severance packages and alternative employment opportunities.
Additionally, it is important to ensure that the remaining staff members are provided with training on how to use the new machines to ensure that they are able to continue to provide a high level of service to customers.
How people interested in business digitalization can learn more from you?
I’m very happy to invite them to our website: www.invra.co and contact me directly, there.