Abstract:

This research investigates the impact of Artificial Intelligence (AI) and robotics on the hospitality industry, highlighting concerns about the potential for machines to replace human workers amid significant technological advancements. 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, using financial reports from major chains and industry-specific indicators. 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. AI and robotics have mixed results in the hospitality sector, as they lack empathy, creativity, and personalization. While they can perform tasks with precision, they cannot completely replace human roles in providing genuine and personalized guest services, as noted in previous research. This research will offer crucial insights into the hospitality industry's transformation and the delicate balance between automation and the human touch, aiding stakeholders, policymakers, and business owners in technology adoption decisions.