Robotic Services in the Hotel Industry

An Examination of Henn Na Hotels

Abstract

In recent years, the use of artificial intelligence has become an integral part of the hotel industry in Japan. Henn Na Hotels are just one example of a hotel that utilizes robotic services as its main service provider. Through document analysis, this article provides depth and discussion on how Henn Na Hotels in Japan use robotics services, the challenges they face, and the overall technological readiness of guests at the hotel. In analyzing available peer reviewed, research articles, the paper collects the various uses of technology and guests’ corresponding perceptions of utilization. Accordingly, this paper provides an overview of the different robotic features of the Henn Na Hotels. Analysis suggests the displeasure of human-like robots, the fear of job replacement, and the overall quality of the robotic services affect guests’ perceptions negatively. The use of robotic services in more standardized tasks is identified to increase the perceived value of the guests’ stay at the hotel.