Chatbots and virtual assistants have streamlined routine guest inquiries and bookings, freeing up hotel staff to focus on delivering personalised services. Additionally, advanced AI systems utilise data analytics to automate tasks, predict guest preferences, and optimise pricing strategies. This not only improves operational efficiency but also provides valuable insights for tactical and strategic decision-making.

As technology plays an increasingly significant role in hotel operations, the nature of hospitality jobs is evolving quickly. There's now a need for employees to manage multiple technology platforms plus demonstrate exemplary “human skills” like emotional intelligence, analytical skills, problem solving, flexibility and agility, curiosity and ongoing learning and customer service. In this rapidly evolving context, effective learning solutions are critical for preparing an adaptable workforce that can meet the demands of the hospitality industry today and into the future.

To adapt to this changing landscape, hospitality training methods must also evolve to leverage emerging technologies while fostering essential skills. Here are four strategies for reimagining hospitality training in the age of technological disruption:

Individual skills practice using immersive learning experiences

Practicing “human” and inter-relational skills usual only happens via role plays in workshops. Clearly this is not easily scalable and employees only get one shot at practicing these skills. Utilising VR/XR technology to simulate real-world scenarios allows employees to practice their skills individually in a risk-free environment, and they can practice multiple times.



Personalised reinforcement of core knowledge and behaviours

Choose a core learning platform that provides personalised learning experiences tailored to individual needs and knowledge gaps, allows two way communication with every employee, as every bit of information an employee needs to know a Chatbot question away and data analytics that can provide team leaders with actionable insights to support embedding new ways of working into everyday practice.



Emphasis on emotional intelligence

Recognising the growing importance of emotional intelligence, training programmes should focus on interpersonal skills, empathy, and cultural awareness to facilitate meaningful guest interactions.

Continuous learning and adaptability

Cultivate  a culture of continuous learning empowering employees to grow new skills quickly and  stay ahead of emerging trends and guest preferences.

By reimagining the learning solutions you utilise to upskill your workforce  you will ensure you employees provide the kind of guest experience that builds guest loyalty, recommendations and repeat visits. This will also have the added benefit of exponentially improving your EVP and reducing the cost of employee turnover. It’s time to shape the future of hospitality by nurturing your greatest asset: your people.