Given the razor-thin profit margins in the hospitality and food service industries, ensuring customer satisfaction is crucial for long-term success. As many establishments face staffing shortages, some see service robots as a potential fix to meet customer demand when traditional labor isn’t available.
A recent study conducted by experts in hospitality and organizational psychology involved over 20 hours of observing service robots in various restaurant settings during spring 2023. Researchers watched how frontline workers and customers interacted with these robots during different meal periods, and they also spoke with servers, supervisors, and robot trainers. The findings suggest that for a service robot investment to pay off, businesses must prepare comprehensively—this includes not only the technology but also the service staff, physical space, and management practices.
1. Involve Your Team Early
Before adopting a robot, identify the service challenges you’re facing and discuss with your team—and even the robot provider—how a robot might address these issues. For instance, if you’re dealing with a labor shortage, clarify how a robot can support your team (remember, the robot doesn’t replace the need for human servers to actually deliver food). Engage your staff in the conversation to gauge their openness and ensure they understand whether the robot is meant to lighten their workload or serve a different purpose. Without early input, staff might feel sidelined, leading to poor service for customers.
2. Evaluate and Adapt Your Physical Space
Robots are programmed to navigate busy environments, but real-world settings often expose limitations in your floor plan. Uneven surfaces, narrow corridors, or decorative elements can create chokepoints that slow down service. If you’re deploying multiple robots, these issues can become more pronounced. Owners should be ready to invest in minor or even major modifications—such as redesigning layouts or smoothing transitions—to optimize the flow of service and enhance efficiency.
3. Prioritize Training and Supportive Management
Introducing a service robot isn’t just a technological upgrade—it’s a change in your organizational culture. Managers must be proactive and adaptive to resolve unexpected issues that arise during the integration process. A passive management approach may leave staff feeling unsupported, which can lead to frustration and even anger. For the technology to benefit both employees and customers, it’s essential that everyone understands the shared goals and the proper role of the robot in the service process.
In summary, while service robots can potentially boost customer service by handling repetitive tasks, their success depends on clear objectives, thoughtful preparation of your space, and strong managerial support. This holistic approach can transform the integration of robotic technology into an asset rather than a hindrance, ultimately enhancing the overall dining experience.
This summary reflects research supported by the National Institute Occupational Safety and Health (NIOSH) and funded by the CDC under grant number T42OH008438. The opinions expressed are solely those of the researchers and do not necessarily represent official views of NIOSH, CDC, or the Department of Health and Human Services.
