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AI and the Future of Hospitality Workforce: Balancing Automation and Human Touch
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Author(s): Jasvir Kaur (Chandigarh Business School of Administration, CGC Landran, India)
Copyright: 2026
Pages: 24
Source title:
Harnessing Data Science for Sustainable Insurance
Source Author(s)/Editor(s): Gagan Kukreja (College of Business Administration, University of Bahrain, Bahrain), Ayben Koy (Fenerbahçe University, Turkey), Pooja Kansra (Mittal School of Business, Lovely Professional University, India), Diksha Verma (Chandigarh Business School of Administration, Landran Mohali, India)and S.L. Gupta (Birla Institute of Technology, India)
DOI: 10.4018/979-8-3373-1882-0.ch002
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Abstract
The incorporation of Artificial Intelligence (AI) in the hospitality sector has brought significant transformations in operations, customer service, and staff management. While AI-powered automation improves efficiency and customization, it also raises concerns about job loss and the decline of human-centered service. This chapter thoughtfully analyzes the dual influence of AI on the hospitality workforce, emphasizing the necessity for a strategic equilibrium between technological progress and the maintenance of personal interaction. The hospitality sector, a fundamental part of the global economy, is on the verge of a major change influenced by the swift progress in AI. Although concerns about job loss often overshadow discussions about AI's effects on employment, a more multifaceted perspective acknowledges AI's potential to transform the hospitality workforce—not through the complete replacement of human workers, but by enhancing their skills, redefining roles, and generating new opportunities.
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