Is Technology Taking Over Jobs in the Hospitality Industry?

From robot waiters and AI concierge services to avocado-cutting devices, hospitality innovations are quickly redefining the boundaries of efficiency. Technology is streamlining operations by taking on manual tasks with precision and speed. It is true what they say: Automation can do what humans can do, but better—in some areas, at least.

The excitement for tech-driven opportunities has only been hushed by fears of job displacement, especially in the frontlines. With every advancement, concerns grow about the potential of technology taking over jobs in the hospitality industry, including management roles.

Here’s some reassurance: Modern innovations seem to be doing more good than harm so far. We’ll cover the impact of new technologies today and in the long term, as well as how hospitality managers can find an ethical path forward.

Fighting Retention Struggles with Tech

Before you write off hospitality technology as an unnecessary expense or ethical dilemma, consider the labor shortages facing the industry. While hiring struggles have slightly eased, leisure and hospitality businesses still have plenty of unfilled positions—and they continue to face higher quit rates than any other sector.

So, why are employees quitting? Poor compensation, workplace stress, and inflexible (often irregular) hours have both frontline workers and managers feeling pushed to the brink. Satisfaction is at an all-time low.

Hospitality technology can help by performing repetitive tasks. Artificial intelligence and robots can automate prep work that once required early-morning shifts, ease the checkout rush at hotels, and complete physically demanding housekeeping duties. Plus, it can improve pay. At Kernel, a New York fast-food joint, the productivity gains from robotics have helped the business afford $25 per hour wages and competitive PTO, unlocking a 100% retention rate.

Filling Gaps Without Replacing Workers

There is still tremendous demand for humans in the hospitality industry, and research shows it is likely to persist. McDonald’s reports kiosks, mobile ordering, and delivery have increased jobs for staff members. Similarly, the novelty of Aloft’s evolving Botlr experience has boosted traffic to its hotels.

What’s more, customers are craving high-touch service. Top hospitality establishments are largely automating mundane tasks—including unpleasant and tedious jobs that are already hard to fill—and investing more in guest relations. The introduction of value-added services like onsite yoga classes, personalized food experiences, and moments of delight are creating meaningful roles for employees at all levels. Strategic managers who can balance efficiency and the human touch, for example, are in high demand.

Easing Worker Anxieties

Anxieties around displacement certainly aren’t helping manager or worker success. In fact, they may present a bigger risk than technology itself. A Washington State University study shows robot-phobia has increased job insecurity and stress for some workers, heightening turnover risk.

Robots can end the retention crisis—but only with a good change management plan. When implementing hospitality technology, leaders need to focus on elevating the value of the human touch, instilling a motivating sense of purpose and confidence in employees. Investing in new innovations only makes sense when businesses elevate and inspire their teams to embrace high-value work.