Kush Kapoor, CEO, Roseate Hotels & ResortsWhile the rise of automation often sparks fears of a depersonalised workforce, Roseate Hotels & Resorts is proving that robotics can actually amplify luxury service. By offloading routine deliveries to intelligent systems, the brand aims to free its staff for the "high-touch" interactions that define the guest experience. Robots are navigating the corridors of Roseate Hotels, but they aren't there to replace the concierge. From automated room management to bots delivering amenities, Roseate is using technology to strip away operational friction. Travel Daily Media caught up with CEO Kush Kapoor to discuss the "novelty factor" for younger guests, the realities of data privacy, and why the future of hospitality is an "enabling layer" of AI.
Travel Daily Media (TDM): What motivated Roseate Hotels & Resorts to introduce robots into guest services? Are robots intended to enhance service efficiency, guest novelty, or both?
Kush Kapoor (KK): Roseate’s adoption of robotics is primarily driven by the need to enhance operational efficiency while maintaining the high-touch service that defines luxury hospitality. Service robots are currently used to deliver guest requests such as amenities, allowing hotel teams to manage routine tasks more efficiently during busy hours. The objective is not to replace human service but to support it. By automating repetitive tasks and integrating AI-led systems such as automated room management and self-check-in solutions, the hotel can respond faster to guest requests while streamlining operations.
At the same time, the presence of robotics adds an element of novelty and innovation for guests. The technology helps position Roseate as a forward-looking hospitality brand that combines human warmth with intelligent systems to deliver a more seamless guest experience.
TDM: How are children responding to robots serving them? Is it like a game for them?
KK: Children tend to be particularly enthusiastic about robotic service. For many younger guests, interacting with a robot that delivers amenities or navigates the corridors feels playful and engaging. The experience often becomes a moment of curiosity and delight rather than a purely functional interaction. Children treat the encounter almost like a game, following the robot or eagerly waiting to see it arrive with items. This sense of wonder enhances the overall guest experience while introducing them to the possibilities of technology in everyday life.
TDM: How have guests responded to robotic services so far? What was it like to have them serving at the recently held AI Summit?
KK: Guest response has been largely positive, with many appreciating the seamlessness and speed that robotics brings to routine service requests. Robots handling simple deliveries free up staff to focus on personalised guest interactions, which is central to the Roseate experience. During the AI Summit hosted in Delhi, the use of robotics aligned naturally with the theme of innovation and technology. Delegates from the global technology and policy ecosystem found the integration particularly relevant, as it demonstrated how artificial intelligence and robotics can be applied in a real-world hospitality setting without replacing human service.
TDM: What challenges did you face when implementing robotics into daily operations? How do robots align with Roseate’s overall luxury hospitality strategy?
KK: Introducing robotics into hotel operations requires careful calibration between technology and service culture. One of the key challenges is ensuring that technology complements, rather than disrupts, the human-centric nature of hospitality. Operationally, teams must adapt workflows so robots can handle routine tasks while staff continue to focus on guest engagement. Training teams to work alongside these systems and ensuring smooth integration with existing hotel infrastructure are also important considerations.
At Roseate, robotics aligns with the broader strategy of using intelligent technology to enhance efficiency while preserving the human element. Staff remain central to the guest experience, while AI and robotics support them by reducing operational friction and improving response time.
TDM: What role do you see robotics playing in the future of hospitality at Roseate?
KK: Robotics will increasingly support operational efficiency across hospitality functions. In the future, robots could assist with more routine service tasks such as amenity delivery, logistics support, and certain back-end operational activities.
However, their role will remain complementary. The essence of hospitality lies in human warmth, intuition, and personal connection. Robotics will therefore serve as an enabling layer—helping teams work more efficiently, personalise services, and anticipate guest needs more effectively.
TDM: How are robots maintained and monitored during operations? What cybersecurity or data privacy measures are in place?
KK: Robotic systems are continuously monitored through integrated operational platforms to ensure smooth functioning and safety within the hotel environment. Maintenance schedules, software updates, and operational diagnostics are carried out regularly in coordination with technology partners. In parallel, data generated through AI systems is managed through secure digital infrastructure. Hospitality technology platforms follow established cybersecurity protocols and data privacy standards to ensure that guest information and operational data remain protected at all times.
TDM: What are the new tech innovations that will be added into hospitality soon?
KK: Several technologies are expected to shape the next phase of innovation in hospitality. AI-driven analytics will increasingly help hotels understand guest preferences, monitor feedback in real time, and identify service issues before they escalate. Smart room technologies and automated room management systems will give guests greater control over their stay, from climate settings to service requests. Self-check-in tools and digital platforms will also streamline arrival and departure processes.
Beyond guest-facing services, AI is also expected to expand in areas such as demand forecasting, revenue optimisation, energy management, and predictive maintenance, helping hotels operate more efficiently while delivering more personalised guest experiences. For instance, our call analytics software tells us if a call handled by an employee had warmth, the tonality and if the call was attended to according to brand standards. Such solutions are expected to optimise daily operations, thus bringing higher efficiency and efficacy in the operations.
