UK. Travel food & beverage company SSP Group is trialling a robot service technology which it claims will enhance colleague and customer experience at Belfast International Airport. The trial – the first of its kind from SSP in the UK – will see six service robots deployed later this month at the Sip & Stone Restaurant and Bar.
Via a partnership with GW Robotics and Stephens Catering Equipment, SSP will test the effectiveness of using the service robots to help servers with their day-to-day tasks.
The company said this allow them more time to focus on delivering “outstanding” customer service.
“The information we gain from this trial will help to highlight the potential for development and improvement of standards both here at Belfast and ultimately at other restaurants around the UK and beyond” – SSP UK & Ireland CEO Richard Lewis
Two types of robots will be introduced at Sip & Stone. The first is a service robot called ‘BellaBot’, which will bring food and drinks from the kitchen, while ‘HolaBot’ will collect plates and cutlery once customers have left their tables.
HolaBot can be called remotely by colleagues to clear any section of the restaurant as necessary. BellaBot is also equipped with a voice and screen system and can greet customers in a ‘human-robot’ interaction.
SSP noted that a similar trial is currently being undertaken in Germany and an additional trial is scheduled in the UK for later this year. The company said it plans to continue trialling the robots in different types of units to “better understand which lead to the most improved customer experience”.
SSP UK & Ireland CEO Richard Lewis said: “Investing in new technology with a view to improving the customer experience is one of the core tenets of our business at SSP. The nature of our business means we serve a lot of customers, and we need to serve them quickly.
“These robots will enable our colleagues to spend more time front of house with our customers, ultimately improving their experience at our restaurants. We also want our customers to enjoy a unique, original experience. As always, we will be looking forward to receiving their feedback.”
He added: “Sip & Stone is a high-volume, family-friendly unit, welcoming large numbers of guests in short amounts of time. The restaurant setup means the robots will easily be able to assist colleagues and contribute to improving the overall dining experience, making it the ideal trial candidate.
“The information we gain from this trial will help to highlight the potential for development and improvement of standards both here at Belfast and ultimately at other restaurants around the UK and beyond.”
Belfast International Airport Director of Commercial Development Brian Carlin said: “This trial will allow customers to experience the latest technology that hospitality has to offer. The robots will deliver a faster service as well as enhanced cleaning, which will work hand in hand to improve the overall dining experience.
“We look forward to seeing the feedback from the trial, it certainly will be a welcomed addition and support for the Sip and Stone team and all of our customers.”
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