when was the first time you spoke to
somebody today not the Siri but to an
actual person the pace of innovation is
quite impressive here’s a gloomy
forecast Oh 65% of the jobs in Las Vegas
will be replaced by robots over the next
two decades is automation a real threat
to the hospitality industry in the
beginning I was very skeptical about
automation because I value human
interaction high touch and service
delivery at first I wanted to contend
that robots will never be able to
replace our frontline employees while I
was interviewing the robotics company I
found out a very interesting fact robots
are more accepted in Asia than in the
United States this was the big
transition of my research my question
was why is that in fact a concerted
robot was implemented at a hotel in the
United States but after a few months
though Wow
it disappeared a robot hotel in Japan
operated by 150 robots is now planning
to open eight more locations by next
year so what makes Asian countries more
accepting of robotics technology are
there any distinctive cultural
differences I came up with the tipping
culture the custom of tipping matters
this is where my thesis comes in I’ll
examine the influence of patron and
employee relationships on acceptance of
robotics in the workforce there are
different attitudes of customers toward
the tipping custom in Asia and the
United States in the u.s. customers are
aware of positive effects of tips on
service quality and most of them want to
retain their freedom how much you reward
the waiter and opposed replacing tipping
with the service charges my research
includes how the custom of tipping
relates to customer experience robots
provided one-time service but the
relationship between patrons and
employee create a cycle of the service
experience robots may break this cycle
by taking away customers role to
participate in the process of service
my research will provide a better
understanding of a customer’s perception
and guide the robotics company how to
integrate robots which will benefit
customers and employees a housekeeping
robot will bring your toothbrush when
you’re in pajamas also employees can
cooperate with the multilingual robots
for our international guests there are
fears of robots replacing humans but
with the technology in place new jobs
are being created while robots take care
of the simple repetitive jobs employees
can proactively engage with the
customers to provide a better service
experience in this way robots will be
more welcomed in hospitality my job is
to make sure when I see robots at a
hotel
robots are there to serve people not to
replace or take away human jobs thank
you very much [Applause]
somebody today not the Siri but to an
actual person the pace of innovation is
quite impressive here’s a gloomy
forecast Oh 65% of the jobs in Las Vegas
will be replaced by robots over the next
two decades is automation a real threat
to the hospitality industry in the
beginning I was very skeptical about
automation because I value human
interaction high touch and service
delivery at first I wanted to contend
that robots will never be able to
replace our frontline employees while I
was interviewing the robotics company I
found out a very interesting fact robots
are more accepted in Asia than in the
United States this was the big
transition of my research my question
was why is that in fact a concerted
robot was implemented at a hotel in the
United States but after a few months
though Wow
it disappeared a robot hotel in Japan
operated by 150 robots is now planning
to open eight more locations by next
year so what makes Asian countries more
accepting of robotics technology are
there any distinctive cultural
differences I came up with the tipping
culture the custom of tipping matters
this is where my thesis comes in I’ll
examine the influence of patron and
employee relationships on acceptance of
robotics in the workforce there are
different attitudes of customers toward
the tipping custom in Asia and the
United States in the u.s. customers are
aware of positive effects of tips on
service quality and most of them want to
retain their freedom how much you reward
the waiter and opposed replacing tipping
with the service charges my research
includes how the custom of tipping
relates to customer experience robots
provided one-time service but the
relationship between patrons and
employee create a cycle of the service
experience robots may break this cycle
by taking away customers role to
participate in the process of service
my research will provide a better
understanding of a customer’s perception
and guide the robotics company how to
integrate robots which will benefit
customers and employees a housekeeping
robot will bring your toothbrush when
you’re in pajamas also employees can
cooperate with the multilingual robots
for our international guests there are
fears of robots replacing humans but
with the technology in place new jobs
are being created while robots take care
of the simple repetitive jobs employees
can proactively engage with the
customers to provide a better service
experience in this way robots will be
more welcomed in hospitality my job is
to make sure when I see robots at a
hotel
robots are there to serve people not to
replace or take away human jobs thank
you very much [Applause]
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