{"id":265491,"date":"2025-11-14T08:38:16","date_gmt":"2025-11-14T09:38:16","guid":{"rendered":"https:\/\/www.premium-partners.net\/?p=265491"},"modified":"2025-11-14T14:08:32","modified_gmt":"2025-11-14T14:08:32","slug":"hospitalitys-human-touch-in-an-age-of-ai","status":"publish","type":"post","link":"https:\/\/www.premium-partners.net\/fr\/builder\/hospitalitys-human-touch-in-an-age-of-ai\/","title":{"rendered":"Hospitality\u2019s human touch in an age of AI"},"content":{"rendered":"

This post<\/a> was originally published on this site<\/a><\/p>

<\/p>\n

The rise of artificial intelligence (AI) has stirred both excitement and trepidation across industries, and the hospitality sector is no exception.<\/p>\n

While forecasts predict that up to 300 million jobs worldwide could be displaced by AI advancements, the hospitality industry is confidently taking a contrarian approach, choosing to invest in human connection rather than automated solutions.<\/p>\n

This decision is not merely sentimental; it is a strategic survival tactic.<\/p>\n

A staggering 73% of guests have expressed a preference for human interaction during their stay, emphasising that the foundation of hospitality is built on something AI cannot replicate\u2014genuine connection.<\/p>\n

Lessons from robotic failure<\/h2>\n

The pitfalls of a robotic approach are illustrated by Japan’s infamous Henn-na Hotel, or \u201cStrange Hotel.\u201d Once famous for employing an army of 243 robots, it ultimately decided to dismiss over half of them, as they created more complications than they resolved.<\/p>\n

Guests were frequently frustrated, and operational efficiency suffered as a result. In this vein, research from Quicktext\u2014a company focused on AI and automation in hospitality\u2014reveals a shocking 100% failure rate for projects relying solely on AI, with their accuracy plateauing at a modest 60%.<\/p>\n

\u201cThe lesson isn’t that AI has no place in hospitality. It’s that AI without humans fails spectacularly,\u201d advises Sandra Kneubuhler, Managing Director for Sub-Saharan Africa at Radisson Hotel Group.<\/p>\n

Facing a real crisis<\/h3>\n

What keeps Kneubuhler awake at night is the impending labour crisis: by 2035, the global demand for travel and tourism workers is projected to outstrip supply by 43 million people. The hospitality sector alone is anticipated to encounter an 8.6 million worker gap\u2014falling 18% short of necessary staffing levels. Jobs that require human interaction and personalised service will necessitate an influx of over 20 million additional workers to keep pace with demand.<\/p>\n

\u201cOur industry already employs over 330 million people worldwide. The challenge isn\u2019t attracting customers; it’s finding and retaining staff. AI isn’t the threat\u2014it’s the talent shortage,\u201d she asserts. \u201cThis is why smart AI integration matters. By allowing AI to manage repetitive tasks, such as processing bookings and handling routine inquiries, we can free our staff to excel at creating memorable experiences.\u201d<\/p>\n

What AI can’t replicate<\/h3>\n

According to Kneubuhler, the essence of hospitality lies in human nuances.<\/p>\n

\u201cA chatbot can confirm a reservation, but it can’t read the exhaustion in a guest’s voice and upgrade their room. AI may optimise housekeeping schedules, but it cannot notice a family celebrating quietly and arrange a surprise dessert.\u201d<\/p>\n

While statistics show that 70% of guests find chatbots helpful, a disconcerting two-thirds of them worry about the quantitative and \u2018mechanical\u2019 nature of these interactions.<\/p>\n

\u201cIt’s the warmth in a staff member’s voice during a guest’s challenges, the genuine smile, and the instinct to know when to engage or give space that transforms an ordinary stay into an unforgettable experience,\u201d emphasises Kneubuhler.<\/p>\n

Investing in people<\/h3>\n

This understanding underpins the Group’s annual Career Fest\u2014an initiative scheduled for 27-30 October 2025 aimed at recruiting and upskilling the next generation of hospitality professionals. The programme promises insights from industry leaders, skill-building workshops, speed interviews, and mentorship sessions.<\/p>\n

Kneubuhler states, \u201cBut Career Fest is part of a larger industry transformation. Hospitality is forging partnerships with educational institutions, supporting government apprenticeships, and creating targeted training programmes. We\u2019re not merely filling positions; we\u2019re building careers rooted in purpose, growth, and meaningful connection.\u201d<\/p>\n

The enduring human advantage<\/h3>\n

As Kneubuhler so aptly articulates, \u201cAI will reshape hospitality jobs, not eliminate them. The most successful hotels will harness AI to handle the routine, allowing people to deliver the remarkable. Technology drives efficiency, but only people create genuine hospitality.\u201d<\/p>\n

\u201cWhile other sectors brace for AI-driven job losses, hospitality is preparing for AI-enabled career growth. That isn\u2019t resistance to change\u2014it\u2019s recognition that our greatest asset has always been human. Every moment matters because people make them matter,\u201d she concludes.<\/p>\n

BUSINESS REPORT <\/strong><\/p>","protected":false},"excerpt":{"rendered":"

The rise of artificial intelligence (AI) has stirred both excitement and trepidation across industries, and the hospitality sector is no exception.While forecasts predict that up to 300 million jobs worldwide could be displaced by AI advancements, the hospitality industry is confidently taking a contrarian approach, choosing to invest in human connection rather than automated solutions.This decision is not merely sentimental; it is a strategic survival tactic.A staggering 73% of guests have expressed a preference for human interaction during their stay, emphasising that the foundation of hospitality is built on something AI cannot replicate\u2014genuine connection.Lessons from robotic failureThe pitfalls of a robotic approach are illustrated by Japan’s infamous Henn-na Hotel, or \u201cStrange Hotel.\u201d Once famous for employing an army of 243 robots, it ultimately decided to dismiss over half of them, as they created more complications than they resolved.Guests were frequently frustrated, and operational efficiency suffered as a result. In this vein, research from Quicktext\u2014a company focused on AI and automation in hospitality\u2014reveals a shocking 100% failure rate for projects relying solely on AI, with their accuracy plateauing at a modest 60%.\u201cThe lesson isn’t that AI has no place in hospitality. It’s that AI without humans fails spectacularly,\u201d advises Sandra Kneubuhler, Managing Director for Sub-Saharan Africa at Radisson Hotel Group.Facing a real crisisWhat keeps Kneubuhler awake at night is the impending labour crisis: by 2035, the global demand for travel and tourism workers is projected to outstrip supply by 43 million people. The hospitality sector alone is anticipated to encounter an 8.6 million worker gap\u2014falling 18% short of necessary staffing levels. Jobs that require human interaction and personalised service will necessitate an influx of over 20 million additional workers to keep pace with demand.\u201cOur industry already employs over 330 million people worldwide. The challenge isn\u2019t attracting customers; it’s finding and retaining staff. AI isn’t the threat\u2014it’s the talent shortage,\u201d she asserts. \u201cThis is why smart AI integration matters. By allowing AI to manage repetitive tasks, such as processing bookings and handling routine inquiries, we can free our staff to excel at creating memorable experiences.\u201dWhat AI can’t replicateAccording to Kneubuhler, the essence of hospitality lies in human nuances.\u201cA chatbot can confirm a reservation, but it can’t read the exhaustion in a guest’s voice and upgrade their room. AI may optimise housekeeping schedules, but it cannot notice a family celebrating quietly and arrange a surprise dessert.\u201dWhile statistics show that 70% of guests find chatbots helpful, a disconcerting two-thirds of them worry about the quantitative and \u2018mechanical\u2019 nature of these interactions.\u201cIt’s the warmth in a staff member’s voice during a guest’s challenges, the genuine smile, and the instinct to know when to engage or give space that transforms an ordinary stay into an unforgettable experience,\u201d emphasises Kneubuhler.Investing in peopleThis understanding underpins the Group’s annual Career Fest\u2014an initiative scheduled for 27-30 October 2025 aimed at recruiting and upskilling the next generation of hospitality professionals. The programme promises insights from industry leaders, skill-building workshops, speed interviews, and mentorship sessions.Kneubuhler states, \u201cBut Career Fest is part of a larger industry transformation. Hospitality is forging partnerships with educational institutions, supporting government apprenticeships, and creating targeted training programmes. We\u2019re not merely filling positions; we\u2019re building careers rooted in purpose, growth, and meaningful connection.\u201dThe enduring human advantageAs Kneubuhler so aptly articulates, \u201cAI will reshape hospitality jobs, not eliminate them. The most successful hotels will harness AI to handle the routine, allowing people to deliver the remarkable. Technology drives efficiency, but only people create genuine hospitality.\u201d\u201cWhile other sectors brace for AI-driven job losses, hospitality is preparing for AI-enabled career growth. That isn\u2019t resistance to change\u2014it\u2019s recognition that our greatest asset has always been human. Every moment matters because people make them matter,\u201d she concludes.BUSINESS REPORT\u00a0<\/p>","protected":false},"author":1,"featured_media":264901,"comment_status":"open","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-265491","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-builder"],"_links":{"self":[{"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/posts\/265491","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/comments?post=265491"}],"version-history":[{"count":1,"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/posts\/265491\/revisions"}],"predecessor-version":[{"id":265492,"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/posts\/265491\/revisions\/265492"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/media\/264901"}],"wp:attachment":[{"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/media?parent=265491"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/categories?post=265491"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.premium-partners.net\/fr\/wp-json\/wp\/v2\/tags?post=265491"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}