17 Jul 2018

Ascott Introduces Artificial Intelligence To The Serviced Residence Sector

Artificial Intelligence is taking over the world and has already propelled its way to many other sectors; both the hospitality and serviced-residence sectors are not exempt from this phenomenon. Essentially, both sectors call for personal contact between the guest and the host. As automated services are growing to become a vital part of business operations, Ascott is leading the way in the serviced-residence sector by exploring new technologies.

So, what would the implementation of robot technology mean for Ascott?

At Ascott, we pride ourselves on being one of the best serviced-residence providers in the world. Service excellence lies at the core of Ascott’s philosophy. We hope to enhance the way services are provided by turning to the use of technological innovation to seamlessly deliver services to our guests, enriching their experience with us.  

So far, tests have been conducted involving the use of robots in our China properties. The success of these tests would determine the expansion of this innovative use of artificial intelligence across some of our properties in the Middle East & Africa.

Following the progress of the robot trials in China, Mr Vincent Miccolis, Ascott’s Regional GM for the Middle East, Africa and Turkey remarked: “One of the key takeaways from the robot trials is that the robots have a high success rate of completing the tasks and are efficient at carrying out a variety of menial tasks, so that our colleagues can focus on providing personalized services for our guests.”

The introduction of these robots would not replace existing employees – instead, it would give them more time to focus on other tasks that are guest facing, which will improve efficiency, productivity and guest services.

What would these robots be able to do?

The robots would be able to move about independently within the properties, including the use of elevators. They would also be able to carry out typically repetitive duties. This would include:

  • Front-line tasks: greet guests and assist them to their room, creating a personalized memoir of guest preferences as they can store information and remember crucial facts
  • Concierge tasks: provide guests with information on facilities within the property and its surroundings
  • Housekeeping tasks: deliver items including slippers, charging cables and groceries, collect items such as laundry and refill room supplies

These initiatives will assist staff to increase their contact with guests, as the robots allow time saving through attending to menial and repetitive tasks. Given the extensive role automated services can play in improving operations and efficiency, this would result in better customer experiences.