Year: 2025
Type: article
Abstract: The hospitality industry faces significant workforce challenges, increasingly turning to Artificial Intelligence (AI) to reshape talent management. However, the rise of automation poses questions for an industry reliant on human connection. This short paper explores the tension between AI adoption and preserving the "human touch," drawing on research into Gen Z workforce expectations, scenario planning for AI's future role in hospitality work, the impact of algorithms on HR decisions, and the need for evolving hospitality education. While AI offers benefits like administrative efficiency and personalized learning, its deployment risks depersonalization and ethical issues if not carefully managed. The core message emphasizes that AI should support and enhance, not replace, the human element central to hospitality, requiring professionals equipped with AI literacy and critical thinking skills.
Source: Hospitality Insights
DOI: 10.24135/hi.v9i1.182
Author: Georges El Hajal
Institution: University of Groningen
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: diamond
OpenAlex ID: W4414750080
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