The decision to use robots across Henn Na’s portfolio “is made on a case-by-case basis depending on location and market conditions,” said spokeswoman Mami Matsumoto.
In general, Henna Na robots can improve operational efficiency by reducing labor costs. Given Japan’s ongoing labor shortage (and falling birth rate), the droids are also poised to fill open positions. Once guests get used to their strengths and weaknesses, they may find the lack of human interaction comfortable.
Ten years after opening its first hotel in 2015, Henna Na management has settled on a hybrid staffing model consisting of humans and humanoids. The hotel now employs about 150 robots at reception desks or inside guest rooms at 14 of its hotels in Japan.
Churi, the personal assistant used in the hotel’s early days, has since been modernized: At Henn Na locations in Maihama, Tokyo Bay, and Namba, Osaka, the sharply developed compact humanoid robots called Robohon serve as special cans that can rotate and air-condition to provide real-time, and that’s what the hotel is designed for, and, for example, to go above and beyond? 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 Robot is quite alive. Photo: Timothée Lambrecq
Some of the robots at Henn Na Hotel wear pristine white uniforms, blue silk scarves and white caps that sit perfectly atop their shiny black bobs. Photo: Timothée Lambrecq
As the technology becomes more reliable and guests report consistent quality, the hotel is considering deploying more robots in areas where the chain can reduce labor costs and improve efficiency without hurting customer satisfaction.
The number of jobs at some Henn Na locations has dropped from about 40 to about eight. The main benefit for businesses, especially in the 24/7 hospitality industry, is that the robots operate around the clock, which increases customer satisfaction, according to a 2023 report by researchers at Stockton University, titled “The Henn Na Hotel Review.”
Henn Na is often used as a case study to explore how customers respond to robotic integration, Noel Cristione-Naylor, a professor of hospitality at Stockton and one of the report’s authors, wrote in an email to Wired. While the research is limited, she says, “It’s reasonable to assume that the newer or more unique a robot appears to be, the more likely it is to create a sense of perceived value or entertainment for the guest.”
However, the authors note in the report that when anthropomorphic robots look like humans, “guests tend to expect them to have full human abilities, and given current technology, it is difficult for robots to interact with humans, which can lead to a negative customer experience.” So maybe don’t expect a turnaround from Skinjob anytime soon.
