The fast-evolving world of hotel automation aims to lower labor costs and streamline services for guests by replacing humans with automated liquor dispensers, noise sensors, offshore concierges and more.
The guests at the Sextant hotel in New Orleans don't interact with humans. They are greeted by a virtual concierge who is located thousands of miles away. A shot of Maker's Mark bourbon from the lobby's automated booze dispensers will cost $5 if someone isn't there to check their IDs and present them with a special card for the machine.
Third-party tech and services partnerships are a core part of the business model in the fast-evolving world of hotel automation.
Sextant Stays, a startup that owns and operates apartment buildings and homes in Fort Lauderdale, Miami and New Orleans that are available for short- and long-term stays, wanted to make larger spaces and premium amenities accessible during the COVID-19 epidemic. While automation adds novelty and convenience, it also opens the door to new technical glitch and introduces unique labor dynamics that go beyond the usual tensions when humans are replaced by robots.
All human interaction is not taken away. Sextant Stays is trying to change the cost structure of hotels.
During the Pandemic, some large hotel chains introduced online check-out and digital room keys, as well as using automated systems to enable personalized, digital communications with guests. There are a limited number of hotels experimenting with actual robots to enable check-in and concierge services. Sextant, Sonder and others are paving the way for what the broader hotel industry could look like in the future.
John D. Burns said that they were a sign of things to come.
Virtual concierge from a long way away.
The lobby of Sextant's historical building in New Orleans looks like it has a woman's head on it. There is a closeup of her face on the monitor. In a given location, the monitor may be positioned on a pole attached to wheels or on a wall.
Sextant presents one of its virtual concierges, all of them based in the Philippines, in this way. One day, she may greet guests at New Orleans properties.
Sextant does not use virtual concierges like Sonder does, but the company does use automated self-check-in and digital tools for requesting room cleaning or other services.
Deeksha Hebbar, chief operating officer at Sonder, said that some of the larger markets and properties may have staffed front desks.
Sextant uses overseas workers in their virtual concierge.
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