A great deal of the work inside a large hotel or hospital is not the skilled part of the job at all - it is walking things from one place to another. In a hotel, staff carry towels, toiletries, room-service orders and forgotten items along corridors and up floors to guests; in a hospital, staff move supplies, linens, samples, medicines and meals between wards, storerooms, labs and rooms. This fetching and carrying eats enormous amounts of time from people whose real value lies elsewhere - in looking after guests or caring for patients - and much of it is just covering distance with something in hand. It is repetitive, tiring, and takes trained staff away from the human parts of their work, which is exactly the kind of task indoor delivery robots have been built to take on.
An indoor delivery robot is essentially a mobile container that navigates a building on its own - finding its way along corridors, avoiding people and obstacles, and in the more capable cases using lifts to move between floors - to carry items from where they are to where they are needed. A guest's request or a ward's supplies can be loaded and sent, and the robot makes the journey while the staff who would have walked it stay where they are more useful. The task suits a machine because it is well-defined and repetitive - go from here to there, carrying this - and requires reliability and patience far more than judgement, so a machine that tirelessly ferries things back and forth relieves a real and constant drain on people's time.
The value is not in removing the staff but in removing the walking, so their time and attention go to the work that actually needs a person. A hotel is judged on how its guests are looked after, a hospital on how its patients are cared for, and every hour a member of staff spends walking a delivery down a corridor is an hour not spent on that. Letting a robot handle the transport of items lets people concentrate on the attentive, human, skilled parts of their roles - the greeting, the care, the judgement - rather than on being, in effect, a courier within their own building. In settings that run at all hours, a machine that can keep making those trips through the night, when staff are fewest, is especially useful.
As with the most persuasive practical robotics, the appeal is narrow and concrete. An indoor delivery robot does one thing - move items from one place to another inside a building, reliably and repeatedly - and its usefulness comes from how much of that dull, distance-covering work large buildings generate and how poorly it uses skilled people's time. It does not care for patients or look after guests, and it is not meant to; those stay firmly with the staff, who are freed to do more of them. What the machine offers is the tireless handling of the fetch-and-carry that would otherwise consume hours of human time - a modest, grounded piece of automation aimed squarely at the walking, so the people can attend to the caring.