Is Technology Taking Over Jobs in the Hospitality Industry?

From robot waiters and AI concierge services to avocado-slicing gadgets, the hospitality sector is rapidly reshaping the landscape of efficiency. Technology is streamlining operations by handling manual tasks with precision and speed. As the saying goes, automation can do what humans can do, but better—at least in some areas.

While the excitement around tech-driven opportunities is palpable, it’s often dampened by concerns over job displacement, particularly on the front lines. With every new advancement, worries grow that technology might take over jobs within the hospitality industry—even in management roles.

Here’s some reassurance: Modern innovations seem to be more of a blessing than a curse so far. We'll explore the effects of new technologies both now and in the long term, as well as how hospitality managers can chart an ethical course forward.

Tackling Retention Issues with Technology

Before you dismiss hospitality technology as an unnecessary outlay or ethical conundrum, consider the labour shortages that continue to plague the industry. Although hiring challenges have slightly eased, leisure and hospitality businesses still have many positions to fill and continue to experience higher turnover rates than any other sector.

So, why are staff leaving? Low wages, workplace stress, and erratic (often unsociable) hours have both frontline workers and managers feeling the pressure. Job satisfaction is at an all-time low.

Hospitality technology can step in to alleviate some of this burden by taking on repetitive tasks. Robots and AI can handle preparation work that once required early starts, ease the rush at hotel checkouts, and take care of physically demanding housekeeping tasks. Plus, it can improve wages. At Kernel, a fast-food spot in New York, the boost in productivity from robotics has allowed them to offer £25 per hour wages and competitive paid time off, resulting in a 100% retention rate.

Filling Gaps Without Replacing Workers

There's still a huge demand for humans in hospitality, and research suggests it’s likely to continue. McDonald’s reports that kiosks, mobile ordering, and delivery services have actually created more jobs for staff members. Similarly, the innovative Botlr experience at Aloft hotels has led to an increase in hotel traffic.

What's more, customers are craving personalised service. Leading hospitality establishments are automating routine tasks—particularly the unpleasant and repetitive ones that are already hard to fill—and focusing more on guest relations. Value-added services like onsite yoga, bespoke dining experiences, and delightful moments are creating meaningful roles for staff at all levels. Skilled managers who can strike a balance between efficiency and personal touch are in high demand.

Alleviating Worker Concerns

Fears about job displacement certainly aren't helping either managers or employees. In fact, they could pose a bigger risk than technology itself. A study from Washington State University reveals that robot-phobia has heightened job insecurity and stress for some workers, increasing the likelihood of turnover.

Robots can certainly help tackle the retention crisis—but only with a solid change management plan. When introducing hospitality technology, leaders must focus on enhancing the value of the human touch, while instilling a sense of purpose and confidence in their employees. Investing in new innovations only makes sense if businesses can inspire their teams to take pride in high-value work.

Is Technology Replacing Jobs in Hospitality?

So far, we haven’t seen technology take over the types of jobs that frontline workers and managers actually want. While it’s hard to ignore announcements like Sweetgreen’s plans for full automation, professionals can rest assured that people will remain at the heart of hospitality.

If you’re looking for support in finding the right professionals to drive innovation or manage tech-driven teams, Gecko Hospitality can help. We’ve built a solid network of proven hospitality managers over 24 years, and we leverage our expertise to connect you with the best leaders for your culture and goals.

Get in touch with Gecko Hospitality today to connect with transformative leaders in the hospitality sector.