The future of customer experience for front of house roles
From welcoming hotel guests and guiding visitors to answering questions, entertaining customers and supporting events, humanoids could introduce an entirely new dimension to the customer experience.
For decades, robots have largely operated behind the scenes. They have moved products around warehouses, assembled cars, sorted packages and carried out repetitive industrial tasks.
Humanoid robots are beginning to move into the most visible part of a business, the front of house. But the opportunity isn’t simply about putting a robot behind a reception desk, it is about creating experiences that are more engaging, more consistent and more memorable, while allowing human teams to focus on the interactions that matter most.
The front of house is where a brand becomes real. It is where customers meet a business, form their first impression and decide whether their experience is going to be memorable. That makes it one of the most interesting applications for humanoid robotics.
Imagine arriving at a hotel and being greeted by a humanoid that can provide directions, answer common questions and explain the facilities. Or walking into a theme park and being welcomed by a character-like robot that interacts with families, provides information and creates a photo opportunity. Or attending an exhibition where a humanoid can demonstrate technology, engage visitors and provide information throughout the day.
Consumers increasingly expect technology to make their experiences easier and more personalised. Research from NIQ, based on more than 3,000 British consumers, found that 78% of consumers had stayed in a hotel during 2024, demonstrating the scale of the hospitality experience alone. Meanwhile, research from Adyen found that 51% of UK hospitality businesses believe AI-driven automation to personalise the guest experience will transform the sector. Another 51% believe AI search tools helping guests make booking decisions will reshape the industry.
The appetite for technology is therefore already there. The challenge is making technology feel like an enhancement to the experience rather than a barrier to it, which is where humanoids could be particularly interesting.
The human team remains there for the conversations that require empathy, judgement, problem-solving or a genuinely personal connection. The humanoid simply takes some of the pressure away, and provide not only a practical support function but also add a new experience for the customer.
This isn’t just about making hospitality more futuristic - there is a also a very practical business case.
The UK hospitality sector employed around 2.6 million people in September 2025, representing approximately 7% of all UK jobs. Between September and November 2025, there were still around 77,000 vacancies in accommodation and food services – equivalent to roughly three vacancies per 100 workers.
If a humanoid can handle repetitive questions, provide directions or entertain visitors during busy periods, employees can spend more time doing what humans do particularly well: welcoming guests, solving problems and creating genuine connections.
To find out more about our hospitality robots visit our website page at: https://www.extendrobotics.com/industries/entertainment-robots
