Seventy-Nine Percent (79%) of US Hotels Hit by Staffing Crisis: The Quest for Innovative Solutions | By Fred DeMicco

Introduction

The hospitality industry has suffered major labor shortages, as of earlier this year, over 2 million hospitality jobs were open and job reports show little change since.

The problem is not a lack of qualified workers, but a lack of desire of those qualified. Many hospitality workers shifted to back office and at home jobs post pandemic. This leaves a gap of labor that has to be filled somehow.

There’s this reshuffling going on that is explaining why lots of industries can’t find workers. Their workers have left to go somewhere else. Betsey Stevenson, an economics professor at the University of Michigan and former Labor Department chief economist
WaPO Article on why restaurants cant find workers

According to a January 2023 American Hotel & Lodging Association survey of more than 500 member hoteliers, 79 percent of U.S. hotels are experiencing staffing shortages, with 22 percent saying severely so. The most critical shortage is in housekeeping, with 43 percent tagging it as their top hiring need. Increasing wages, flexibility and incentives are among some of the more common tactics to attract and retain hotel staff, but despite this, 81 percent of respondents said they were still unable to fill open positions, according to AHLA’s recent report. Business Travel News March 2023

Robots Offer a Solution to Key Hospitality Business Pain Points

The largest shortage has been seen in cleaning labor. In hotels struggling to find good housekeepers, they can benefit their current staff and solve labor issues by removing floor cleaning as a function of human workers.

For example, one very successful company in the lodging and hospitality market space, RobotLAB sells floor cleaning robots that work in any venue with any flooring material. Examining some of their customers successes as well as the benefits of a good integrator can help you make the decision on how to keep the upper hand to competition in a shorted labor market.

Seventy-nine Percent (79%) of US Hotels Hit by Staffing Crisis: The Quest for Innovative Solutions

Some are robots sized for single hotel room cleaning, others for large warehouse or storage space, parking lots, and some for lobbies. They can mop, vacuum, sweep and scrub and require very little maintenance or oversight. RobotLAB even offers customer success tools that enhance the use of your robot over time. When they, for example, notice customers receiving errors in their normal robot functions, the company will actively reach out to help solve an issue. In addition, the analytics of robot’s usage reports and use data inform them on how they can further optimize the use of their customers robot.

Service to hotel rooms can also be enhanced with multifloored delivery robots like Servi Lift and Servi Plus. These robots integrate with preexisting elevator systems to deliver items direct to guest rooms.

Seventy-nine Percent (79%) of US Hotels Hit by Staffing Crisis: The Quest for Innovative Solutions

Delivery robots are a no brainer for restaurants experiencing shortages. They can guide guests to their seat, deliver to multiple tables at once, and can also be put into roaming mode for events ceremonies. Some delivery robots even have large lcd screen displays so they can also be used to promote location specials, events, and serve as ad space to other local retailers.

Customer service robots like Pepper can converse with people in over 25 different languages. Pepper is able to answer frequently asked questions, check guests into hotel rooms, and even has use cases helping customers process services at banks.

LG Cloi Guidebot helps guide people to their terminal in airports, can read through the setlist for an art exhibit going from piece to piece, has photography functions, connects to webpages, plays videos and advertisements and can be used as a mobile security camera.

Key Components to look for in an Integrator When Purchasing Robots for your Hospitality Operation

• Close partnership with manufacturers
• The ability to repair, service and install on site
• Classes and training for staff on how to use the robot and regular maintenance
• SOPs and other paper guides for staff
• Sales team that consults - as in they ask questions about your building, the space, the customers you serve and the major functions you need assistance with from the robot.
• Delivery is not “you unbox and figure it out” - robot vendors should come on site or guide a company virtually, so you have support every step of the way.

Identifying the right robot starts with your use case and ends with your budget and infrastructure. A good integrator will consult with you about the need you would like the robot to fill and will suggest products and plans based on your wants, not limited to one single manufacturer.

A robot isn’t a new set of cookware, it’s not something that’s been used for ages and is ready out the box. That’s why it’s important that one uses a trusted integrator with a large client portfolio, so you know you are receiving the best service and the most from your investment.

Educating staff is again related to who you choose to purchase from. Valuable robot vendors will provide hours of comprehensive video and in-person training for staff and owners to get to know their equipment. A good robot integrator empowers all their clients to be experts at using their cobots through an unmatched blend of in-person pilots, online learning system login for employee training and Standard operating procedures for every robot sold.

Some Examples of how Robotics integration Can Pay Off

Anew Healthcare is an assisted living client who has integrated the cleaning robot MAX and the humanoid service robot, Pepper into their facilities. Mark Hastings, Owner of anew healthcare, described the change MAX brought in the following way “It’s a care facility and cleanliness Is the first thing people notice” going on to say that families considering housing a relative at their facility have a new wave of confidence being assured there is a premium cleanliness level being kept indoors. Pepper leads seniors in activities including stretches and exercise, social group games, and even singing and dancing.

Kura sushi began their journey of delivery robots. It was soon adopted in multiple stores and has now shown so much ROI to Kura USA they have adopted them in every location and even plan their new buildings around the use of the delivery robots.

Whiz is a vacuuming robot that has major use cases in Canon’s headquarters as well as the Denver Marriott Tech Center . One Director of hospitality was event quoted saying I love the Robot… I treat them just like my kids – if they need anything they call me… They’re so efficient.

The Big Picture

The staffing crisis plaguing the US hospitality industry is a significant challenge that demands innovative solutions. The data, as highlighted in various sources, paints a grim picture of the ongoing shortage of qualified personnel in the field. While increasing wages, flexibility, and incentives have been attempted, these measures alone have not been sufficient to bridge the labor gap.

One promising avenue for addressing this issue lies in the integration of robotics and automation into hospitality operations. Cleaning robots, delivery robots, and customer service robots have proven to be effective in filling crucial roles, particularly in housekeeping and guest services. These machines not only offer efficiency and reliability but also enhance the overall guest experience.

However, choosing the right robot and implementing it successfully requires careful consideration and collaboration with experienced integrators. The key components to look for in an integrator include their partnership with manufacturers, on-site repair and maintenance capabilities, staff training, and a consultative approach tailored to the specific needs of each hospitality establishment.

The success stories of businesses like Anew Healthcare, Kura Sushi, and Canon's headquarters demonstrate the tangible benefits of embracing robotics in the hospitality sector. These innovative solutions not only address the labor shortage but also elevate the standards of cleanliness, service, and efficiency in the industry. As the hospitality landscape continues to evolve, it is clear that harnessing the power of robotics is a crucial step toward a more resilient and competitive future for hotels and restaurants alike.