Will Machines Replace Humans in the Hospitality Industry?

I have written quite a few articles on technology in the hospitality industry. In all of them, I explained how it is playing a crucial role in making the industry better.

However, while many are excited about technology entering the hotel workforce, many seem to be highly sceptical.

The impact of technology on the hospitality job market has gained significant attention in recent years. But several breathless media coverages have bluntly framed technology like AI and robotics as evil, and made people believe that it will be replacing human jobs in the future.

I understand their concern completely. Who wouldn’t be worried if they feel their jobs are at stake?

So, lately, I decided to address the elephant in the room — will machines replace humans in the hospitality industry?

But before I go on, I want to state exactly what I feel. Then, going forward, I will justify my take.

Technology, indeed, has transformed how hotels operate. Hoteliers today don’t have to stress over keeping a constant eye on the operations as they are automated.

However, even though technology in hospitality is getting smarter and serving hotels in many ways, we’re far from the dystopian world. Hospitality professionals are not going to lose their jobs anytime soon.

I will come back to this. But now let’s look at all the other aspects of how technology affects employment in the hospitality industry.

What Do Numbers Say?

The reason I feel this way is because prior to becoming a hospitality blogger, I was a part of the AI domain.

I have talked to dozens of experts and almost everyone has a similar opinion. And it’s not just all theoretical. Even though technology is evolving rapidly with AI being the fine example, we can see the limitations that machines have.

Machines will always be machines. We cannot program or deploy them with ethics and consciousness.

I know, there’s another side of the story too.

Many might argue that it’s wrong because the buttons inside lifts have displaced elevator operators or the OTAs have eliminated travel agencies and tour operators out of business.

Many reports suggest that about 400,000 jobs were lost to automation in U.S. factories from 1990 to 2007. 

I agree technology will certainly replace some jobs, but the chances of it washing off every human job are bleak.

There’s one report by the World Economic Forum that suggests 85 million jobs will be replaced by machines by the year 2025. However, the same report also states that 97 million new jobs will be created by 2025 because of technologies like AI.

All the above arguments are based on technology in general. Now, let’s understand its impact specifically on the hospitality industry.

How Technology is Becoming a Companion for Hotels

To understand better, let’s go back in time and look at things from the get-go.

In 1865, The British firm of Easton and Amos installed a direct-action passenger lift, with a travel of 17 meters, in the Brighton Hotel. Hydraulic elevators were also installed in the six-story Grand Hotel in Paris.

This was the very beginning of technology invading hotels. Since then, a bazillion innovations have happened. Be it electric lights, in-room telephones, kiosks, automated systems, or robots.

The industry has come a pretty long and exciting way.

But if you look closely, most of the hotel tech is only easing up human efforts rather than eliminating it. 

The latest advancements are much more relevant and paint the exact picture. Let’s take the example of a hotel PMS.

Today, numerous hotels have deployed some sort of property management system. But does that mean frontdesk employees are losing their job? Absolutely not! 

A hotel PMS automates and streamlines hotel operations. Meaning, it makes it easier for the frontdesk and other employees to perform their tasks without any discrepancies.

Similarly, hotel websites and OTAs have also transformed the way people book a hotel.

Two decades ago, if you wanted to make a hotel reservation you would call the hotel or send an email. Or you would reach out to a travel agent to create an entire package for you.

But today, all of these tasks can be done with a few clicks. With technologies like booking engines and channel managers, things get way too simple.

At present, there are several technologies available that get integrated with a hotel PMS and all they do is make the human job easier. They are all more like companions.

Now, to reach this stage of evolution, did hotels have to let go of certain job roles? I don’t think so.

Might Eliminate a Few Jobs?

In one of my previous articles, I have talked about how technology can help hotels in improving their concierge services. Then, there’s another blog where I have discussed how technology is changing the hotel job market and also helping hotels deal with labour shortages.

If you read them, you’ll understand that hotel tech is about eliminating only the mundane tasks or the tasks that don’t really need any human involvement.

Talking about job loss, going forward, certain roles might fade. But that won’t be because technology is better than humans. Rather, they’ll be eliminated because they don’t require any human effort.

For example, an AI-powered chatbot might take over one part of a concierge job — answering questions, making a reservation, or booking a cab.

Again, this transformation will rather empower hoteliers in utilising their staff to ensure guest experience.