The decision to employ robots across Henn na’s portfolio “is made on a case-by-case basis depending upon location and market conditions,” according to spokeswoman Mami Matsumoto.
Generally, Henn na’s robots can improve operational efficiency by cutting labor costs. Given Japan’s ongoing labor shortage (and falling birth rate), the droids also stand ready to fill open positions. Once guests become accustomed to their strengths and weaknesses, they can find the lack of human interaction convenient.
A decade after opening its first hotel in 2015, Henn na’s management has settled on a hybrid staffing model composed of humans and humanoids. The hotel now operates about 150 robots at the check-in desks or inside guest rooms at 14 of its Japan hotels.
Churi, the in-room personal assistant used in the hotel’s early days, has since been upgraded: At Henn na’s locations in Maihama Tokyo Bay and Osaka Namba, Sharp-developed compact humanoid robots called RoBoHoN serve as dedicated concierges that can turn lighting and air conditioning on and off, answer common guest questions (e.g., “What time is check-out?”), provide real-time information on hotel restaurant and laundry availability, and recommend nearby attractions and dining options. They can also perform more than 70 dances, including hula, flamenco, ballet, and traditional Japanese dance.
Henn na Hotel robots are rather lifelike.Photograph: Timothée Lambrecq
Some Henn na Hotel robots wear pristine white uniforms, blue silk scarves, and white caps that sit perfectly atop their glossy black bobs.Photograph: Timothée Lambrecq
As the technology becomes more dependable and guests report consistent quality in service, the hotel is considering deploying more robots at locations where the chain can cut labor costs and improve efficiency without hurting customer satisfaction.
Headcount at some Henn na locations has dropped from about 40 to around eight. A major benefit to businesses, especially to the 24/7 hospitality industry, is that robots function all hours of the day, which boosts customer satisfaction, according to a 2023 report from Stockton University researchers titled “An Examination of Henn Na Hotel.”
Henn na has often been used as a case study to explore how customers respond to robotic integration, Noel Criscione-Naylor, a hospitality professor at Stockton and one of the report’s authors, writes in an email to WIRED. Though research is limited, she says, “it’s reasonable to assume that the more novel or unique the robot appears, the more likely it may provide a sense of perceived value or entertainment to the guest.”
However, the authors note in the report, when anthropomorphic robots look like humans, “guests tend to expect them to possess total human abilities, and with the current technology, robots have a hard time engaging with humans, which can create a negative customer experience.” So maybe don’t expect turndown service from a skinjob anytime soon.
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