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GlobeSt.com: What benefits do robots pose to the hospitality industry?

Lamming: There are two issues: 1. robotics in the hotel industry and where that's going to go and 2. this particular situation with Huey. This particular situation doesn't replace a job; it adds a level of service by delivering things to a person's room—towels, coffee, etc. This way, the front-desk personnel doesn't have to run up there—which can take up to 40 minutes since they have to wait until they are free. They just put the item in relay, and the robot goes up to the room. Once there, it “calls” the telephone inside the room. It's adding a higher level of service since you get your item within five minutes. It's all about how to deliver a better level of service.

In hospitality and most other industries, we are most behind when it comes to technology. This is a way to wake up that giant and get ahead of the curve. We need to create a great experience for our customers or we'll lose them; robotics will help be a vessel for that. Rising costs due to healthcare and the minimum wage poses a threat to the number of people you can employ. Not displacing anybody may be a precursor to giving a higher level of service.

GlobeSt.com: How quickly do you expect robots to catch on in this industry?

Lamming: I think little things here and there will start trickling in; it already has with digital room check-in and keys. None of this is displacing workers yet; we're a long way off from that. The way we run our hotels is very front-facing with the customer in terms of giving them optionality. It's really about knowing who your customer is and giving them a really customized experience. This starts you're your employees. You're never going to replace people; maybe with some of those mundane tasks, but I don't think you can replace them completely because that's part of your experience—even housekeeping. That's our secret sauce. We're not interested in having a hotel with no employees, a vending machine to give you your key and automated check-in and -out. It's not fun.

GlobeSt.com: Do you foresee uses for robots in other sectors of the commercial real estate industry?

Lamming: I think in terms of retail, absolutely, we're seeing a trend toward retail spaces being more of a showroom, and obviously food and beverage—they're already solving for this. Apartments—there's not really much staffing there anyway, but all the things that are not so focused on experience and feeling the comforts of home can be replaced. Hospitality is unique because guests want to have a new experience but still want the comforts of home. They like the different systems with TVs that plug into Hulu or Netflix, and they like to continue watching TV without slow Internet. But I don't see need for those other sectors to have anything but robots for many of their processes.

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SAN DIEGO—As robotic technology is catching on in the hotel sector, guests need a balance between having a new experience and having the comforts of home, RAR Hospitality co-owner Cameron Lamming tells GlobeSt.com. San Diego County recently received its first in-hotel robot, Hubert, the Relay Robot, designed by Savioke, at Fairfield Inn & Suites San Diego North/San Marcos. The robot, nicknamed “Huey,” is a reference to nearby Cal State San Marcos being the hub of the community.

Robots are just one of the ways that hotels will start evolving and integrating new technology, in addition to mobile engagement such as mobile check-in, according to RAR, one of the hospitality leaders aiming to change the industry. With recent minimum wage currently spiking to $11.50 in San Diego, hospitality professionals are beginning to determine ways to combat rising labor costs. This has forced many restaurant and hospitality professionals to get creative in reducing costs.

Currently, we are seeing more technology in these establishments with new devices such as computers that will take your fast food order, iPads that request drink refills and close tabs and self-service beer and wine taps. RAR wanted to bring this to San Diego's hotel industry, and, according to the firm, what better way than with a human-like robot who doesn't call in sick or take a day off? Huey delivers small items such as towels, beverages, snacks and shampoo directly to a guest, exactly like a staff member would do. The robot places a call to the guest room upon arrival, greets the guest by name and easily “relays” whatever the guest has requested.

We spoke with Lamming about how robots fit into the hospitality industry and how quickly he thinks this technology will catch on.