Exploring the Balance of Automation and Human Touch: A Literature Review on AI and Robotics Adoption in the Hospitality Industry

Abstract

Purpose: This work explores how different technologies and machines impact the hospitality and hotel business and identifies whether artificial intelligence (AI) and robotics can replace humans in the hospitality and hotel industry. Research Methodology: The study will use a qualitative-method approach, starting with a literature review to understand the hospitality industry's technological advancements and AI and robotics' potential role. The analysis will assess the economic implications of AI and robotics adoption, considering cost savings, efficiency gains, and customer satisfaction. Findings: The research indicates that while technology and machines have improved operational efficiency and reduced costs in the hospitality industry, the human touch remains crucial for delivering exceptional guest experiences. This study has analyzed and discussed the implications of AI adoption in the labor-intensive hospitality and hotel sector from various perspectives, thereby deriving meaningful academic and practical insights. Practical Implications: This research will offer crucial insights into the hospitality industry's transformation and the delicate balance between automation and the human touch.