How Polynesian Cultural Center Improved its Customer Satisfaction Overnight
The Challenge: Gateway Buffet at the Polynesian Cultural Center needed to serve hundreds of guests simultaneously during peak hours while maintaining the warm, welcoming aloha spirit their visitors expect.
The Solution: SHAKABOTS deployed five autonomous food delivery robots to handle heavy lifting. Each robot carries 60–80 lbs per trip and completes 20–40 trips per hour during peak times. Bussers load used dishes into bins, swap them at one of five robot stations, and dispatch robots to the dish pit. There, staff unload full bins, reload clean ones, and send the robots back into service.
The Results:
✓ Staff walk 1–2 fewer hours per shift
✓ Faster table turns during peak periods
✓ Reduced risk of workplace injuries from heavy lifting
✓ Strong guest engagement—robots generate instant social media buzz
✓ Measurable impact: 9% increase in Net Promoter Score (NPS)
✓ Rapid payback: ROI within 60 days — Greg Maples
The Challenge: 10-Minute Walks Were Killing Service
Transforming Work Flows with SHAKABOTS Robotics
When Size Becomes a Problem:
Gateway Buffet at the Polynesian Cultural Center needed to serve hundreds of guests simultaneously during peak hours while maintaining the warm, welcoming aloha spirit their visitors expect. But the venue's expansive layout created a critical operational bottleneck. Bussers were spending up to 10 minutes per trip just running full bus tubs from the dining area to the back of house. That meant dirty dishes piled up on guests' tables, creating an unwelcoming dining experience that contradicted everything the PCC stands for. During peak lunch and dinner rushes, tables stayed uncleared for 15-20 minutes, directly impacting guest satisfaction scores and limiting table turnover. The math was brutal: Each busser walked 3-5 miles per shift, spending more time in transit than actually serving guests. Staff were exhausted, turnover was climbing, and the team couldn't deliver the attentive, personalized service that makes the PCC experience special. The real problem wasn't lack of effort—it was physics. No matter how hard the team worked, they couldn't be in two places at once. The buffet needed a solution that could handle the heavy lifting and long distances, freeing staff to focus on what they do best: creating memorable moments for guests from around the world.
