While delivery robots are becoming more common within hotels, the Mandarin Oriental Hotel, Las Vegas, announced the addition of a robot without any delivery functionality. Pepper, a humanoid robot, is the hotel's Technical Ambassador as is meant to engage with guests in a completely different manner than delivery robots. For example, Pepper can discern a guest’s gender, approximate age and mood. Interacting in natural and intuitive ways, Pepper provides personalized communication by detecting facial, body and voice cues. It can provide answers to property-specific questions, give directions, tell stories, dance and even pose for a selfie.
Interestingly, the Mandarin Oriental Hotel, Las Vegas uses similar language to Hotel Jen when it calls Pepper a "team member." Hotels, it seems, are humanizing robots and viewing their investment in this technology as on par with the investment they would make with a human hire. While investments in robotics remain a relatively low priority for hotels at the moment, HT's 2017 Customer Engagement Technology Study found that 10% of hotels plan to implement robotic assistants during 2018. Currently, only 1% of hotels have done so.