Just recently I was asked to participate on a panel in what I would describe as a Question Time with an invited audience asking questions about the cleaning industry.

It was interesting as there were some great questions, with the majority of them focused on the future of the cleaning profession. This also made me reflect on the changes that have been made in my many years in the industry.

One of the questions was about using robotics and the effects this was having and would have going forward. One of the key questions that staff have is ‘Will this replace me?’

Within the hospitality sector we have been on a ‘roller coaster ride’ over the last few years with the outbreak of Covid-19 closing us down completely, plus our customers’ expectations following this. Then, with changes to immigration, we have had a diminished pool from which to recruit staff from. So, will this new technology help or hinder? We know our profession is under ever increasing pressures to maintain the highest standards of hygiene as guests are focused on their health and wellbeing when they come to stay with us.

Robotic cleaners taking on tasks like floor cleaning gives us more time to focus on the guests

As an industry it is incumbent upon us to explore the new innovations and how these can best help us to deliver a first-class service. Can AI – Artificial Intelligence – help us improve our efficiency and effectiveness? As always, our sector has not been afraid to embrace change.

Several hotels are using AI systems that can predict which room amenities will need to be restocked and what appliances need maintenance. By using historical data, the AI system can predict future needs, no longer relying on our traditional procedures. This can reduce calls from guests where amenities have not been restocked or there is something wrong with their room.

AI is also being used to manage and monitor standards, streamlining room cleaning schedules. Systems can track cleaning activity and ensure they are managed and monitored against the required standards. This is done by factoring in guest check out times, priority rooms and staff work patterns. The systems can analyse data to predict peak times for cleaning and then the correct resources can be allocated to ensure rooms can be cleaned effectively.

Additionally, AI can help hotels identify and address areas of high foot traffic or contamination for targeted cleaning efforts. There is evidence that housekeeping teams can achieve a 20 per cent increase in housekeeping efficiency, as cited by the Ritz Carlton in San Francisco.

Yes, it is clear that automated systems will reduce the need for manual labour – however this is not necessarily a negative thing. This will allow housekeeping staff to focus on detailed personalised guest services enhancing the guest experience and satisfaction.

Perhaps the most visual impact of this is robotic cleaners. Cleaning robots can be used to vacuum those endless corridors, also carrying out tasks such as mopping, scrubbing and disinfecting surfaces. These robots can enhance cleaning efficiency. Robots can be used to deliver towels, used for bed bug monitoring, support our sustainability targets. The potential uses are endless.

However, we must remember it does require a human to analyse data, set the programmes up for these robots, manage and monitor them. So, it is not replacing our housekeeping staff, human intervention is still required.

It can help our teams when there is a shortage of staff, those staff not having to continuously take on unwanted overtime, ensuring they have sufficient rest time, so it can support staff wellbeing. By investigating and trialling AI-powered technologies, hospitality can improve guest satisfaction, enhance housekeeping operational efficiency, and reduce their environmental impact.

As AI continues to evolve, we see even more innovative solutions that will transform our industry but also offer new opportunities for our staff. So, let’s embrace this opportunity not only to deliver a better service but open up new experiences for staff too. We can be at the forefront of this exciting opportunity.

Whilst Artificial Intelligence (AI) is looking to the future, don’t lose sight of the value of Emotional Intelligence (EI) as the human factor goes before all else! That’s something I’ll be coming back to.

Delia