FW-HTF-P: Building a Skilled Technological Workforce in the Hospitality Service Industry of the Future

FW-HTF-P：在未来的酒店服务行业建立一支熟练的技术劳动力队伍

• 批准号: 2026537
• 负责人: Jodi Forlizzi
• 金额: $ 13万
• 依托单位: Carnegie-Mellon University
• 依托单位国家: 美国
• 项目类别: Standard Grant
• 财政年份: 2020
• 资助国家: 美国
• 起止时间: 2020-08-15 至 2023-07-31
• 项目状态: 已结题
• 来源: https://www.nsf.gov/awardsearch/showAward?AWD_ID=2026537&HistoricalAwards=false
• 关键词: FW; HTF; Building; Skilled; Technological

This Future of Work at the Human-Technology frontier planning grant focuses on creating new ways for hospitality workers to shape how automation will affect their industry and their jobs. It has been widely predicted that the hospitality industry will experience significant job shifts in the coming decades. Automation plays a key role in causing these shifts, with examples including self-service kiosks, various applications of robotics, customer-facing AI, automated operations, and food preparation technologies. Such automation is already displacing many jobs in the hospitality industry. Although new jobs will be developed in the future, many others will be eliminated, and the need for new skill sets is rising. In the hospitality and service industries, automation has already affected hotel room check-in, cashiering, cleaning processes, bartending, and food service. This situation is changing even more rapidly as the work shifts in response to new standards around COVID-19 safety. Nearly 90% of hospitality workers lost work at least temporarily during the pandemic and they lack ways to envision and reap the positive impacts of technology innovation. The research team of experts in robotics, policy, economics, human-computer interaction, and organizational dynamics seeks to mitigate this growing problem by allowing hospitality workers to partner with and benefit from the future of automation and to maximize opportunities and positive outcomes for all of its stakeholders. The project will create generalizable knowledge through a series of workshops that bring together researchers, policy experts, union leaders and members, and stakeholders from leading hospitality schools. Specifically, the research team will assess the current state of hospitality services through a broad literature review, conduct workshops with key stakeholders, collectively explore technology innovations, and develop a strategic roadmap for future collaboration around automation technologies in the hospitality industry. This project has been funded by the NSF Future of Work at the Human-Technology Frontier cross-directorate program to promote deeper basic understanding of the interdependent human-technology partnership in work contexts by advancing design of intelligent work technologies that operate in harmony with human workers.This award reflects NSF's statutory mission and has been deemed worthy of support through evaluation using the Foundation's intellectual merit and broader impacts review criteria.

这项人类技术前沿规划拨款的未来工作专注于为酒店工作者创造新的方法，以塑造自动化将如何影响他们的行业和他们的工作。人们普遍预测，在接下来的几十年里，酒店业将经历重大的工作转移。自动化在导致这些转变中发挥了关键作用，例如自助服务亭、机器人的各种应用、面向客户的人工智能、自动化操作和食品准备技术。这种自动化已经取代了酒店业的许多工作岗位。尽管未来将开发新的工作岗位，但许多其他工作岗位将被淘汰，对新技能的需求正在上升。在酒店和服务行业，自动化已经影响到酒店房间的登记、收银、清洁流程、酒吧招待和餐饮服务。随着围绕新冠肺炎安全的新标准的工作转移，这种情况正在迅速改变。近90%的酒店从业人员在大流行期间失去了工作，至少是暂时的，他们缺乏预见和收获技术创新的积极影响的方法。由机器人学、政策、经济学、人机交互和组织动力学方面的专家组成的研究团队寻求通过允许酒店员工与自动化的未来合作并从中受益，并最大化其所有利益相关者的机会和积极成果，来缓解这一日益严重的问题。该项目将通过一系列研讨会创建可概括的知识，这些研讨会将把研究人员、政策专家、工会领导人和成员以及来自领先接待学校的利益相关者聚集在一起。具体地说，研究团队将通过广泛的文献回顾来评估酒店服务的现状，与主要利益相关者举办研讨会，共同探索技术创新，并为未来围绕酒店行业自动化技术的合作制定战略路线图。该项目由美国国家科学基金会人-技术前沿交叉部门工作未来计划资助，旨在通过推进与人类工作者和谐运作的智能工作技术的设计，促进对工作环境中相互依赖的人-技术伙伴关系的更深层次的基本了解。该奖项反映了NSF的法定使命，并通过使用基金会的智力优势和更广泛的影响审查标准进行评估，被认为值得支持。

项目成果

Charting the Automation of Hospitality: An Interdisciplinary Literature Review Examining the Evolution of Frontline Service work in the Face of Algorithmic Management

绘制酒店自动化图表：跨学科文献综述审视算法管理下一线服务工作的演变

• DOI: 10.1145/3579466
• 发表时间: 2023
• 期刊: Proceedings of the ACM on Human-Computer Interaction
• 作者: Spektor, Franchesca;Fox, Sarah E.;Awumey, Ezra;Begleiter, Ben;Kulkarni, Chinmay;Stringam, Betsy;Riordan, Christine A.;Rho, Hye Jin;Akridge, Hunter;Forlizzi, Jodi
• 通讯作者: Forlizzi, Jodi