In 2017, Hotel Jen introduced Jeno and Jena – two robots designed to handle in-room dining orders – at their two properties in Singapore. They can ride elevators and greet guests upon arrival. Other Singaporean hotels, such as M Social and Marina Bay Sands, have also turned to automation.
This is in response to a major problem: an acute recruitment and retention problem in the hospitality industry.
No doubt automation can ease some of the labour pressures. But an overreliance on technology presents significant risks and can be a shortsighted approach.
Shane Pereira is research associate at the IPS Social Lab, Institute of Policy Studies, National University of Singapore. Julien Cayla is an associate professor at Nanyang Business School, Nanyang Technological University.
This piece was first published in The Straits Times on 22 July 2025.
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