There are four types of work: routine or non-routine and cognitive or manual. As we’ll see, jobs blend across both, so work can be routine cognitive, routine manual, non-routine cognitive or non-routine manual.
Routine vs. non-routine
The first work division is between routine and non-routine tasks. Routine tasks are ones that are repetitive and stay the same, while non-routine tasks vary according to a job’s specific requirements.
Examples of routine tasks in hospitality:
Non-routine tasks include:
Due to the unique nature of non-routine tasks, they are less likely to be automated than routine tasks. Although this is changing quickly. As hotel automation system reaches further into the workplace and artificial intelligence becomes more sophisticated, even non-routine tasks are increasingly automated.
Cognitive vs. manual
The other way to divide work is between cognitive and manual tasks. Cognitive tasks are those that rely mostly on our brains; they’re mental. Manual tasks are those we do with our bodies; they’re physical. Both need some level of training to do well, although manual tasks can generally be accomplished by any able-bodied person whereas cognitive tasks require some measure of further education.
Cognitive tasks in hospitality include:
Examples of manual tasks in hospitality:
So which of these two types of tasks are more likely to be automated? In this case, cognitive tasks are much easier to automate than manual ones. That’s because the manual tasks require an intimate understanding of physical space, with each task requiring a specific set of actions that are hard to replicate with a single machine.
Also, manual tasks usually require hardware to automate whereas many cognitive tasks can be automated with software. For example, it’s incredibly difficult to train a robot to change sheets although it’s much more realistic to use a robot for a manual task with easily defined parameters, such as vacuuming the carpet.
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