Robotic interaction could facilitate more socially distanced models of operation to enable a safer and faster reopening and recovery of some hotels impacted by the COVID-19 outbreak, according to researchers. The researchers, including those at the University of Surrey in the UK, spoke to 19 hotel human resource (HR) experts to identify the key trends and major challenges that will emerge in the next ten years. They said while service robots are anticipated to increase efficiency and productivity of hotel activities, they may also pose challenges such as high costs, skill deficits and significant changes to the organisational structure and culture of hotels. The anticipated applications and integration of robotic technology will require leaders of the future to carefully consider the balance between the roles of service robots and human employees in the guest experience, according to the paper published in the International Journal of Contemporary Hospitality Management. The researchers noted that their project completed in March 2020 just as COVID-19 broke out and as the virus rendered non-essential travel impossible, most hotels around the globe are feeling a catastrophic economic impact.