What do robots mean for the future of tourism and hospitality education

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What do robots mean for the
future of tourism and
hospitality education?
Stanislav Ivanov
Email: stanislav.ivanov@vumk.eu
Web: http://stanislavivanov.com
TMS ALGARVE 2018 – Tourism & Management Studies
International Conference
14-17 November 2018, Algarve, Portugal
stanislavivanov.com
Dr. Stanislav Ivanov
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• Professor and Vice Rector (Research), Varna
University of Management, Bulgaria
(http://www.vum.bg)
• Editor-in-chief of the European Journal of
Tourism Research (http://ejtr.vumk.eu)
• CEO of Zangador Ltd. (http://www.zangador.eu)
• Member of AIEST (https://www.aiest.org)

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Robots have arrived …
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Source: http://vignette4.wikia.nocookie.net/starwars/images/c/c8/Counterparts.jpg https://en.wikipedia.org/wiki/BB-8

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Source: http://vignette2.wikia.nocookie.net/avp/images/4/49/Terminator.jpg
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Source: http://www.kurzweilai.net/images/robot-thinking-one.png

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Application of robots, AI and
automation technologies:
• Manufacturing
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http://www.businesskorea.co.kr/sites/default/files/field/image/Industrial-Robots-Hyundai-Heavy.jpg
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• Manufacturing
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• Warehousing, supply and logistics
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https://abm-website-assets.s3.amazonaws.com/inddist.com/s3fs-
public/styles/hero/public/featured_image/2017/01/Amazon-Robots.jpg?itok=fhqW-lPW
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• Agriculture
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http://sparc-robotics.eu/wp-content/uploads/2014/05/polni-robot-amazone-bonirob-44e031.jpg

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• Transportation / Autonomous cars
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https://media.wired.com/photos/5a6fbe7d68851b1549e7d280/master/w_799,c_limit/Waymo-Minivan.jpg
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• Medicine
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http://vignette3.wikia.nocookie.net/robotics/images/2/21/Medical_robot.jpg/revision/latest?cb=20140602041221

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• Warfare
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http://spectrum.ieee.org/automaton/robotics/military-robots/why-should-we-ban-autonomous-weapons-to-survive
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• Legal services
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http://www.kurzweilai.net/will-ai-replace-judges-and-lawyers

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• Households
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http://www.roboticstrends.com/images/photos/xiaomi-mi-robot-vacuum.jpg
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• Swimming pools
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https://allpools.net/wp-content/uploads/2017/08/2-Various-Types-of-Pool-Cleaners.jpg

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• Guards
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http://cdn.hiconsumption.com/wp-content/uploads/2014/11/K5-Security-Guard-Robot-3.jpg
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• Information provision in service industries
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https://www.ald.softbankrobotics.com/en/download/media/?id=1063&v=ld

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• Search engines
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• Social media chatbots
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• Finance
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http://static3.businessinsider.com/image/581cd80d46e27a2e008b4cf3-1920/fintech-ecosystem-diagram.png

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• E-commerce
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• Journalism
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• Sex services
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Credit: Willyam Bradberry | Shutterstock
18+
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What about tourism and
hospitality?
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• Hotels
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https://www.regalhotel.com/uploads/ricwc/promotion/room/720x475/Mobile_key.jpg

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• Hotels
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http://www.mirror.co.uk/news/uk-news/futuristic-hotel-thats-like-robotic-6449905
https://www.hartrobotics.com/wp
-content/uploads/2016/01/relay-
specifications-1.jpg
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• Hotels
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http://digieva.net/#features
https://media-cdn.tripadvisor.com/media/photo-s/09/48/07/4f/premier-inn-
london-hanger.jpg

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• Hotels
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http://www.h-n-h.jp/assets/images/facility_img_01.jpg
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• Restaurant
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Photo credit: Stanislav Ivanov

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• Restaurants
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• Restaurants
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• Restaurants
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https://amazing.zone/fotosblog/max/drone_q_entrega_pizzas.jpg
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• Restaurants
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https://cdn.winsightmedia.com/platform/files/public/2018-09/background/spyce-restaurant_1536600954.jpg

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• Meetings and events > Telepresence
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https://www.bizbash.com/mobile-telepresence-new-systems-allow-users-participate-meetings-events-afar/gallery/123291
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• Meetings and events / Bars
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https://www.bizbash.com/bartender-makr-shakr-bartender-social-sharing-alcohol-consumption-monitor/gallery/123237

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• Theme and amusement parks
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• Airports and other transport stations
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Photo credit: Nicolaus Korab Photo credit: Stanislav Ivanov

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• Travel agencies and Tourist information centres
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• Museums and art galleries
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https://www.nytimes.com/2017/03/14/arts/design/museums-experiment-with-robots-as-guides.html?_r=0

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• Digital assistants
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• Chatbots
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https://media.licdn.com/media/AAEAAQAAAAAAAAi_AAAAJDgwY2M1ZTMzLTM2ZTUtNDNhOC1hMDZkLWI5YWZmZDQ4MWE5Ng.png

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Adoption of robots and service
automation in tourism
• Car rental
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http://www.zipcar.com/how
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What do robots mean for
tourism and hospitality
education?
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What do robots mean for tourism
and hospitality education?
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DEMAND SUPPLY
EDUCATIONAL
PROCESS
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Demand for tourism and hospitality
programmes
• Demand for tourism and hospitality programmes is
derived demand > it depends on the demand for
employees by tourism and hospitality companies,
which, on the other hand, depends on the demand
for their services.
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StudentsTourists Tourism and hospitality companies
Demand for tourism and hospitality
programmes
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Demand
for TH
services
Demand
for TH
employees
Perceived
career
prospects
Demand
for TH
programs
Demand
for RAISA
Employees
RAISA
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How would RAISA
change the demand for
employees?
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Overview of RAISA technologies’
impacts on tourist companies
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Customers
Tourist company’s value chain
• Marketing
• Operations
• Facilities design and management
• Human resource management
• Financial management
• Supply chain management
Other tourist companies
Servicequality
Image
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How do RAISA change the demand
for TH employees?
Key directions:
• Changes in the number of employees
• Changes in the required skills of employees
• Changes in the available jobs positions
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Impacts of RAISA technologies on
human resource management in TH
• RAISA would save employees’ time from
performing tedious and repetitive tasks, which they
could use for other more creative and revenue
generating activities.
• RAISA would solve some the problems with hiring
and firing of employees, especially seasonal ones.
• Sometimes RAISA would require reorganisation of
companies – new departments, job positions,
communication links between them
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• Creation of new jobs and increased number of
employees dealing with analytics, RAISA-mediated
(-enhanced) user experience, robot maintenance,
emotional labour.
• Significant decline in the number of available entry-
level job positions that could be automated
(receptionist, bell boy, housekeeper, waiter, cook,
busser, dishwasher, cleaner, driver) > decreased
work opportunities for people with lower education
or students looking for part-time jobs
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• Changes in the required skills of employees
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Source: World Economic Forum (2018) Future of jobs report. WEF.
World Economic Forum 2022 Skills Outlook
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• Initially enhancing, but later replacing the
employees
• Zero-employee completely automated properties
• Resistance of employees – perceive RAISA as
threat for their job positions
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marketing in TH
• Division of tourism / hospitality companies into
two main large groups – ‘high-tech’ vs ‘high-touch’
companies with various shades of gray in between
them
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In the future, RAISA :
→ will decrease the demand for entry-
level TH employees, and
→ will increase the demand for
employees with higher-level skills,
leading to:
→ fewer entry-level career
opportunities for students,
→ making entry into the industry
without a degree more difficult.
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However, many of the job positions
would not require a
Tourism/Hospitality degree but a
degree in other fields like Software
Engineering, Robotics, Data Analytics,
Marketing or Robot Repair.
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Therefore:
Demand for Tourism/Hospitality
programmes in their current
forms will decrease!
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What should universities
do?
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What should universities do?
• Proactive approach in changing the educational
process: action rather than reaction
• Introduction of real life-long learning and skills-
based nano degrees, that are recognised by
governments
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• Introduce robotics and AI in tourism / hospitality
programmes’ curriculum
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Status
Compulsory Optional
Type General focus module Compulsory general
robotics / AI module
Optional general robotics
/ AI module
Specialised module Compulsory module on
robotics / AI in tourism
and hospitality
Optional module on
robotics / AI in tourism
and hospitality
No separate module One or more lectures with existing modules
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• Introduce robotics and AI in tourism / hospitality
programmes’ curriculum
▫ Currently no university has incorporated robotics /
AI as a compulsory module in the curricula of
tourism / hospitality programmes
▫ Robotics and AI receive limited attention and are
discussed in modules on tourism / hospitality
technology, Introduction to tourism and hospitality
or similar modules
▫ Robonomics was introduced as an university-wide
elective module at Varna University of Management
in 2017-18 academic year with mixed results
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• Tourism and hospitality lecturers should have
training in robotics and AI
▫ Tourism and hospitality lecturers should attend
courses in robotics and AI to gain, update and
upgrade their knowledge and skills in the field.
▫ They do not need to be experts in robotics / AI, but to
be able to ‘speak their language’ and understand their
implications for tourism / hospitality
▫ Specialised courses on robotics / AI organised by the
universities or MOOCs
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• Robotics / AI lecturers and/or industry
professionals as (guest) lecturers in tourism and
hospitality programmes:
▫ Emphasis on the application rather than
development of robotics / AI
▫ Teaching teams consisting of robotics / AI and
tourism / hospitality lecturers
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• Incorporation of robotics / AI in teaching:
▫ Practical training of students how to use robotics in
tourism / hospitality setting
▫ Using robotics / AI in teaching > robotic teaching
assistant, edutainment, university ambassadors,
student research projects
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Source: https://3e7e6c34hre53ebyea38hmr6-wpengine.netdna-ssl.com/wp-content/uploads/2017/09/nao.png
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• Incorporation of robotics / AI in teaching:
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Source: https://www.bbc.com/news/technology-46060381

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• Incorporation of robotics / AI in module
assessment:
▫ Assignments on topics related to robotics / AI in
tourism / hospitality
▫ Practical assessment of students how to use robotics
in tourism / hospitality setting
▫ Using AI for student assessment (automated marking
of assignments – Professors’ dream!)
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• Incorporation of robotics / AI in module
assessment:
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Source: https://www.nytimes.com/2013/04/05/science/new-test-for-computers-grading-essays-at-college-level.htm

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• Using predictive analytics to forecast tourism /
hospitality students’ performance and identify the
support they would need
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Source: https://www.villanovau.com/resources/bi/predictive-analytics-higher-education
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• Amendment of modules content and assessment
strategies with focus on the key skills to be on
demand in the future:
▫ Data analytics
▫ Innovation and creativity
▫ Critical thinking
▫ Complex problem solving
▫ Emotional intelligence
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How would RAISA
change the supply of
programmes?
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Supply of tourism and hospitality
programmes
• Higher operating costs of programmes:
▫ RAISA solutions are expensive and not all
universities can afford them (>Robot-as-a-service,
partnerships with robot manufacturers, joint
programmes between different departments in one
university and among different universities)
▫ Costs for training of lecturers
▫ Costs for hiring new staff
▫ Costs for adapting the educational facilities to be
more robot-friendly / robot-inclusive
▫ Insurance costs (for damages on and by the robot)
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programmes
• Scaling down – smaller number of students in
tourism and hospitality programmes due to the
expected career perspectives of graduates:
▫ The number of students in tourism / hospitality
programmes in Bulgaria decreased by over 15%
during 2013-2016 period – from 10021 as of Summer
semester of 2012/13 academic year to 8473 as of
Summer semester of 2015/16 academic year and the
tendency continues
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Compiled by the author from https://www2.mon.bg/AdminUReg/html/reports.sp#
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programmes
• Larger stratification of universities:
▫ Group 1: universities that actively incorporate
robotics and AI in their tourism and hospitality
programmes
▫ Group 2: universities that partially incorporate
robotics and AI in their tourism and hospitality
programmes
▫ Group 3: everyone else – a dying species
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programmes
• Larger stratification of universities:
▫ Group 3: everyone else – a dying species
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http://www.daily-sun.com/assets/news_images/2017/10/07/77249640-dinosaur.jpg
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The success of tourism and
hospitality programmes depends
on embracing robotics and AI
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Robots have arrived and are
here to stay.
Prepare …
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https://nexttourismgeneration.eu
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69th AIEST Conference
Key facts:
• Dates: 25th-29th August 2019
• Organiser: Varna University of Management
• Venue: Rosslyn Hotel Dimyat 4*
(http://dimyat.rosslyn-hotels.com/)
• More information at:
https://www.aiest.org/conference/conference-
2019-varna/
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THANK YOU
FOR THE
ATTENTION!
QUESTIONS?
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What do robots mean for the future of tourism and hospitality education

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