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From Kitchen to Table: Robotics Is Reshaping Hospitality
As the hospitality industry struggles with staff recruitment and retention, the introduction of robots is changing the face of service. In a recent conversation with Matthew Casella, President of Richtech Robotics, I gained insight into how automation can elevate the guest experience without replacing humans.
Casella highlights that while robotics can handle tasks typically performed by humans, such as clearing tables and fetching waters, it ultimately frees up human staff to focus on delivering exceptional customer care. This shift is particularly significant in light of a 47% of food and beverage managers citing recruitment retention and training as primary challenges.
The pandemic has accelerated the need for automation in hospitality. The COVID-19 crisis saw government incentives encourage workers to stay home, while fears of disease transmission further exacerbated staffing issues. Businesses responded by embracing automation to fulfill service jobs that people once performed. We’ve witnessed a surge in kiosks replacing human cashiers and an increase in self-checkout lines.
Richtech Robotics’ AI-powered robots, such as ADAM, can serve as mixologists, baristas, or Boba tea masters. Equipped with machine vision and AI capabilities, these machines interact with customers and offer personalized drink recommendations. This technology allows servers to focus on providing exceptional experiences, rather than performing mundane tasks.
The implications of this development are strikingly similar to those anticipated in the medical field. In a 2019 interview for our book “Own the Revolution: Unlock Your Artificial Intelligence Strategy to Disrupt Your Competition with AI,” medical experts predicted that AI would absorb technical medical tasks from doctors, freeing them to prioritize human-to-human caregiving. Similarly, robots are poised to transform the hospitality industry by allowing humans to concentrate on what truly matters – forging meaningful connections with guests.
The concept of a server’s role transforming is not new. In fact, I experienced it firsthand during visits to Tony’s and an absinthe speakeasy in Seattle. These exceptional establishments showcased the value of attentive, knowledgeable servers who provide personalized service. When I dined at Tony’s, the servers expertly guided me through every aspect of my meal, from the food’s ingredients to the wine’s pedigree. The intimate setting and exceptional service created an unforgettable experience.
In the near future, robots like ADAM will enable restaurants, bars, and hotels to revolutionize the guest experience by providing a portfolio of robotics that enhance human interaction. It is crucial to recognize that hospitality’s renaissance lies not in replacing humans but empowering them to provide the special experiences guests crave.
The introduction of robots is not a harbinger of a Blade Runner-esque future where humans are replaced. Instead, it signals an era where businesses can elevate their offerings and transform into true purveyors of unforgettable memories.
