RoomRunner, set to launch later this year, is meant to replace traditional room service and minibar systems with a fully automated, 24/7 delivery model. Guests can place an order for food, beverages, snacks, retail items, merchandise and sundries through their mobile phones by scanning a QR code. The system then prepares the items and has a robot deliver the items to the guestroom. Notably, the service will be available at no cost to the hotel owner or operator.
Origins
Founder and CEO Michael French has spent more than 50 years working in hotel and casino resorts in the United States, Asia and the Caribbean. He spent the worst of the COVID pandemic in Macau, China. “When I returned to the United States, I began exploring opportunities to re-enter the hospitality industry and quickly recognized that labor shortages had become … one of the most significant challenges facing hotel operators,” he said.
At the same time, he recalled, robotic and automation technologies had advanced to a point where they were viable for hotel operations. “I became convinced that robotics would represent a major long-term trend in hospitality and began introducing robotic solutions to hotels and casino resorts.”
While hoteliers were “enthusiastic” about robotics and automation, he continued, many struggled with how to acquire the technology. “Robots are typically treated as capital expenditures, and capital budgets are often limited,” he said. “We also realized that simply adding robots to an outdated room-service model would not solve the underlying operational challenges. The entire delivery process needed to be redesigned.”
Recognizing that operators were already stretched managing day-to-day challenges, French and his team decided to build and operate the system themselves. “We created a revenue-share model in which RoomRunner funds the equipment, operates the service as a third-party provider and shares revenue with the hotel,” he said.
Next Steps
The company’s primary goal over the next several years is to scale the company while continuously refining its operating model, technology platform and product offerings. “Early deployments will allow us to optimize menus, logistics and automation workflows before expanding more broadly across the hospitality and gaming industries,” French said.
Beyond delivery, French said his team’s broader objective is to demonstrate to hotel operators “how automation and robotics can improve efficiency, reduce labor pressure and enhance guest satisfaction. We expect to work closely with hotel partners to help implement additional robotic and automated systems over time.”
Clicking With Clients
“Our leadership team comes directly from the hospitality and casino industries, giving us a deep understanding of operator priorities and real-world challenges,” French said. “Our solutions are designed from the hotel operator’s perspective because we have spent our careers running hospitality businesses.
“Because we understand hotel operations firsthand, we can customize our systems to align with each partner’s brand standards and operational goals.”
This article was originally published in the April/May edition of Hotel Management magazine. Subscribe here.