Sanjeev Nanda: How AI and Robotics are Transforming Guest Experiences
Artificial Intelligence (AI) and robotics in the hospitality industry are revolutionizing how hotels approach customer service and integrate technology to enhance guest experiences.
Artificial Intelligence (AI) and robotics in the hospitality industry are revolutionizing how hotels approach customer service and integrate technology to enhance guest experiences. As hotels worldwide adopt innovative technologies, Sanjeev Nanda, a visionary in the hospitality industry, discussed how they have redefined service standards and reshaped the guest experience. In his view, these are not fleeting trends but critical tools to remain competitive in a rapidly evolving industry.
Sanjeev Nanda on AI-Driven Personalization in Hospitality
AI has unlocked new dimensions of personalization, which is transforming guest services across the hospitality industry. According to Sanjeev Nanda, “AI-powered systems enable hotels to offer tailored experiences by gathering and analyzing data on guest preferences, past interactions, and service feedback. Through AI chatbots and virtual assistants, hotels can provide 24/7 support for inquiries and services, making it possible to respond to guest needs quickly and accurately.”
Leading hotels already use AI-driven systems to enhance the guest journey. For example, some brands employ AI algorithms that recommend dining experiences, spa treatments, and other activities based on a guest’s profile and preferences. This level of personalization enhances guest satisfaction, with tailored recommendations creating a sense of exclusivity and care. Hilton’s AI-powered concierge, Connie assists guests by providing information on hotel amenities, dining suggestions, and nearby attractions. Likewise, The Cosmopolitan in Las Vegas uses an AI chatbot named Rose, which guests can text to get help with tasks like booking restaurant reservations or getting quick recommendations about the city.
Robotics in Housekeeping and Maintenance
Valued at $1.36 billion in 2020, the global hospitality robotics market is projected to grow at a CAGR of 28.5%, reaching $11.52 billion by 2027. In the area of housekeeping and maintenance, robotics is playing a transformative role, and Nanda believes this application brings efficiency to a new level. Robotics technology now supports a range of hotel operations, from autonomous cleaning robots for guest rooms to robotic systems for delivering room service. These robots minimize manual labour, offering a more consistent and efficient standard of service. For instance, robotic cleaners can work in tandem with human staff, handling repetitive cleaning tasks in high-traffic areas, thus allowing housekeeping teams to focus on more complex services. In Japan, the Henn-na Hotel gained fame as the first hotel staffed entirely by robots, featuring everything from robotic receptionists to automated luggage handlers.
Sanjeev Nanda points out, “Robotic technology not only enhances operational efficiency but also contributes to cost savings. As robots undertake labour-intensive tasks, hotels can reduce overheads, streamline operational workflows, and achieve higher consistency across service standards. Some hotels are already utilizing robots for contactless service delivery, a growing preference among travellers seeking low-contact interactions post-pandemic.”
AI-Powered Security and Check-In Automation
Security and convenience are top priorities for modern travellers, and AI-powered solutions are rapidly addressing these needs. With advancements in facial recognition technology, hotels can implement secure check-in systems, which not only enhance security but also accelerate the check-in process. This eliminates the need for traditional keycards or long queues at the reception desk, as guests can seamlessly check in via facial recognition or biometric systems. These streamlined systems align well with today’s demand for efficient and convenient service. Automated check-in kiosks equipped with AI reduce wait times and simplify the guest experience, ensuring smooth arrivals and departures. Such innovations appeal particularly to tech-savvy travellers who appreciate seamless, contactless services.
Sanjeev Nanda on the Future Potential and Challenges of AI in Hospitality
The adoption of AI and robotics brings multiple benefits, such as cost savings, increased accuracy, and elevated guest experiences. However, Sanjeev Nanda is also aware of the challenges these technologies present. “High initial investment costs, staff training requirements, and the need for a balance between technology and human touch are important considerations,” says Nanda. Despite these challenges, he believes that overcoming these hurdles is achievable with thoughtful planning and implementation.
“One key to success is fostering a balanced approach that combines innovation with human warmth and intuition, creating a hybrid model where technology complements human interactions rather than replacing them,” suggests Sanjeev Nanda of Neat Foods and Nohm Hospitality.
The Future of AI and Robotics in Hospitality
Sanjeev Nanda envisions a future where AI and robotics are integral to the hospitality industry. He anticipates advancements in intuitive guest interfaces, predictive analytics, and automation that will drive efficiency and personalization even further. “AI will become more capable of understanding and anticipating guest needs, while robotics will take on an even larger role in operational tasks, enhancing the quality and speed of service delivery,” highlights Nanda.
Embracing these technologies is not merely an option in current times but a necessity to remain competitive. By investing in AI and robotics, hotels can not only elevate their guest experiences but also secure a lasting competitive edge in a dynamic market.