Whether humanoid robots will make working in the tourism industry a thing of the past?

Last year, Marriott Hotel Ghent in Belgium introduced Mario the hotel robot. Standing just under 60 cm tall and weighing six kilos, Mario the hotel robot has been part of the team since last year and is also a pioneer in the hospitality sector. Robots in the foyer and at the hotel bar are still the exception rather than the rule, but the signs point to growth. 

According to the European Commission, by 2020 the market for humanoid robots will reach a volume of Euro 100 billion a year. Robots such as Mario are already employed in the health sector and even in schools. 

That is reason enough for this past ITB looked at the topic in detail. Under the event’s key theme of digitalization, leading hotel experts have discussed robots, hi-tech innovations and innovation labs at the ITB Hospitality Day. Mario the hotel robot was there as well. The hotel manager Roger Langhout shared about Mario’s various daily tasks. The hotel was keen to stress that he will on no account be making his co-workers redundant. Although he could answer questions about rooms and accompany guests to conference rooms, but he lacked the qualified service approach of the hotel that only a human being can bring to the job.

We also notice that there were studies about robots take place of human being in the future job market by the researchers Dr. Carl Benedikt Frey and Michael A. Osborne, which has attracted widespread media attention. They predict a 50% decline in jobs and an employment crisis in the near future.

As our point of view, we should note their presence as welcome and providing assistance to the tourism industry, capable of taking over many of our daily tasks. Nevertheless, there is no substitute for a welcoming smile at reception or a tip from the concierge for an evening out to remember. Therefore, nothing can replace a one-to-one personal encounter. 

There are many as yet untapped possibilities for sensibly combining the capabilities of robots and humans, which can result in guests enjoying an even more unforgettable experience in hotels and tourism.

How does Wi-Fi optimize event management?

Today, it is possible to benefit from 30-minute Wi-Fi spot per day in European cities like Berlin. But, contrary to what people think, free Wi-Fi access is not a requirement. Previously, it was a luxury tool for the customer in hospitality. But, it has become one of standard customers’ expectations even in venue management. In 2015 Extreme Networks, a American firm specialized in telecommunications networks, published an article on event management optimization thank to Wi-Fi. Hotel or facility owners and business event organizers should use it as it brings additional value both to them and their customers. It highlighted several assets of investing in these free of charge service to the client.

Wi-Fi plays a big role for operational efficiency and reduces its costs with regard to time management, stock supports or flux management. The most effective Wi-Fi solution is to empower wired and wireless technologies controlled in the same platform. This may lead to decrease overhead costs and maintenance costs. That is why for substantial size events like Olympic games, organizers hire on a short time a specific team to manage it. They always take care of the critical event when a problem occurs during the events. 

Streamlined Point of Sale (POS) is also essential by reducing customers’ transaction and improving their experiences. Participants can easily checkout by the help of POS function. To reach this goal, POS devices should be set up in a different ways according to customer’s needs. For example if the venue welcomes many events, participants should be able to access their tickets on their electronic devices for entering an event. Selling tickets might be more effective with Wi-Fi accessibility. Wi-Fi system is based on allotting needed according to traffic flow of the events. This selling ticket system leads to decrease costs of printing. In this way, participants can quickly scan their tickets with a barcode validation.                                     

The last benefit is that this tool strengthens network and physical security.  Secure personal data protection and Wi-Fi network during the event is the main challenge of organizers. To solve it, a private security network should be set up. As far as substantial size business and sport events are concerned, distinct networks for the public, media or the organization team are usually proposed. 

However should all business events and hospitality professionals invest in it? The answer is probably “no”. It will depend on the host facility needs and targets. Wi-Fi access requires a certain investment in terms of maintenance. It is not the same thing to cover a 40 –room hotel or to a fair with thousands of visitors like at ITB Berlin.  Even those important business, should be sure to be efficient on large public Wi-Fi access on the D-Day to avoid bugs.  Furthermore, the article does not precise exactly the best practice for free access to a large public like during international fair e.g. ITB Berlin. Indeed, do main concerned stakeholders propose a limitless Wi-Fi offer? Should the organizer block the access to competitors’ websites according to the client or the event theme? 

To conclude, Wi-Fi area is one of key elements of hospitality or venue management to be efficient and propose a unique experience. A study on Wi-Fi experiences both organizers and customers would be interesting to extract best practices though case studies, key data as well as key figures.

Written by Kenan CETIN& Aurélie HONORE

Sources: Extreme Networks, 2015, Wi-Fi enabled optimization of Event Management, extremenetworks.com, USA