By Isabelle Shepherd, Director, haysmacintyre: Embracing innovation: How technology is reshaping hospitality.
The Autumn Statement announced a 9.8% increase to the National Living Wage, adding further cost pressures on the beleaguered hospitality sector – more than £1,800 annually for each full-time worker over 21.
The labour shortage has been the greatest challenge for the sector in recent years, which is likely to intensify with upcoming changes to tighten the immigration system. However, more businesses are becoming open to the idea of implementing tech-based solutions to tackle the issue.
The complexities of staffing in hospitality extend beyond the issues of long hours and seasonal demand fluctuations. The varied demands of the industry require a workforce equipped with diverse skill sets, making recruitment a daunting task with a shrinking talent pool to select from. Some businesses are mitigating these challenges by adopting recent technological advancements.
Automated kiosks
Automated kiosks now offer personalised recommendations, adapting to individual preferences based on past orders. The possibility of AI being used to integrate facial recognition for loyalty programs has been suggested as another way to enhance customer experiences, highlighting AI’s potential in strengthening the customer’s relationship with hospitality businesses. Automated kiosks provide a twin benefit because customers also spend 10% to 30% more on average when ordering from them. This means they simultaneously drive revenue growth while reducing staff costs.
AI in recruitment
The use of AI in recruitment extends beyond simple CV scanning. AI algorithms can analyse vast datasets, including social media profiles and online behaviours, to identify candidates with the required skills for any particular role within any business. Predictive analytics models assess potential turnover risks, enabling proactive strategies for talent retention.
Training support through apps and videos
Employee training has entered a new era with the integration of immersive technologies. Virtual Reality (VR) and Augmented Reality (AR) applications simulate real-world scenarios, providing hands-on training for staff. These applications ensure consistent and standardised training experiences, significantly reducing onboarding time and enhancing employee skill development.
Robots in service and cleaning
American salad chain Sweetgreen made headlines after revealing a robot capable of producing up to 500 salads per hour. The foray into automated food preparation involves a sophisticated interplay of robotics, AI, and precision engineering. Robots equipped with computer vision systems precisely chop and assemble ingredients, optimising kitchen workflows. The potential for implementing similar systems in the UK hospitality sector lies in the seamless integration of robotic systems with existing kitchen infrastructure.
Robotic solutions for hotel room cleaning possess state-of-the-art sensors to navigate and clean rooms effectively. The challenge will be to ensure these robots can adapt to various room layouts and guest preferences, minimising the need for human intervention.
It is, of course, tough to foresee how AI and robotics will be impacting the hospitality industry in the years ahead. It’s certain that businesses have to be open to the ways in which technology can provide a seamless experience for customers, as well as potentially saving valuable time and money for those struggling to keep costs down and retain staff. Finding the balance between keeping the human interaction that customers value and implementing this technology is likely to be the key to success.
Artificial intelligence and robotics set to transform hospitality by 2025