Modernizing Hospitality Talent Management

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Alright, welcome to another Deep Dive.
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You guys sent in a bunch of articles
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and research, even some personal notes, all kind
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of pointing to one big thing.
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The future of hospitality.
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It’s a big one.
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It is a big one.
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And it seems like there’s this huge shift
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happening.
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Oh yeah.
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We’re talking workforce expectations, we’re talking AI and
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how those two things are kind of colliding
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to like completely reshape the way we think
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about and experience hospitality.
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So hotels, restaurants, you name it.
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Yeah, I mean it’s fascinating, isn’t it, how
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these trends are all converging.
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It’s like we’re at this point where it’s
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almost like a perfect storm brewing, you know,
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pushing the industry to modernize or risk getting
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left behind.
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Okay, so let’s unpack that a little bit.
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Sure.
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Like what are some of the biggest pressure
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points right now in this industry?
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Well, one of the most significant I think
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has to be the workforce.
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It’s changing.
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Yeah.
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We know that this industry relies so heavily
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on Gen Z and millennials.
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Right.
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And these generations, they just have very different
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expectations from, you know, previous generations in the
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workforce.
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Like studies show that Gen Z especially, they
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prioritize purpose over a paycheck, meaning they want
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to work for businesses that align with their
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values.
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Yeah, that makes sense.
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We’ve all seen those headlines about the great
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resignation.
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Yeah.
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You know, people wanting more than just a
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job.
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Right.
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But how does that translate specifically to hospitality?
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Well, think about it.
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Think about traditional hospitality jobs, right?
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They’re often known for things like rigid schedules,
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you know, hierarchical structures and limited opportunities for
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growth.
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Yeah.
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Younger generations, they’re just not interested in that.
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They want flexibility.
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They want to feel valued.
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They want to see a clear path for
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advancement.
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So it sounds like it’s not just about,
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you know, higher wages anymore.
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It’s like a complete shift in the culture.
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Yeah.
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But isn’t the hospitality industry like already facing
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this massive talent shortage?
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Yes.
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I can’t imagine this is making things any
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easier.
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You’re absolutely right.
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It’s not making it easier.
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The industry is already struggling to find and
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keep qualified employees.
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And these changing expectations are only making things
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more challenging.
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You know, it’s creating this urgent need for
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businesses to adapt and modernize their approach if
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they want to survive.
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So it sounds like the old school command
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and control style of management is officially out
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the window.
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Pretty much.
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I mean, that that top down approach, just
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it doesn’t resonate with younger generations who are
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used to things like collaboration and open communication.
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They want to have a voice in the
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decision making process.
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So we’re seeing a definite shift towards more
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flexible work models.
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Things like hybrid schedules, job rotations, even opportunities
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for remote work where it’s applicable.
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Remote work in hospitality.
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Trying to wrap my head around that.
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Like, don’t you need to be physically present
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to, you know, serve guests and manage a
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hotel?
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Sure.
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You’re right.
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Not every role can be remote.
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But think about some of those, you know,
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back end support functions, you know, things like
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marketing, accounting, even some aspects of guest relations
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can be done remotely.
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It’s about finding creative ways to adapt and
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offer the flexibility that employees are really demanding
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these days.
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OK, so we’ve got this generational shift creating
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pressure for a more modern, flexible work environment.
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But where does AI fit into all of
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it?
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Right.
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I feel like that’s the other big piece
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of the puzzle.
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It is.
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Absolutely.
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And what’s interesting about AI is that it’s
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a powerful tool for both employers and employees.
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We’re actually seeing this concept of AI driven
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talent management kind of emerging.
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And it’s transforming the way businesses approach things
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like recruitment, training and even performance evaluation.
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AI driven talent management.
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Yeah.
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Can you break that down a little bit?
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What does that actually look like?
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Well, in the simplest terms, AI driven talent
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management uses algorithms to automate and optimize all
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those different HR processes.
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So take recruitment, for example, right?
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Instead of somebody manually sifting through hundreds of
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resumes, AI can analyze all those candidate profiles,
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match skills to job requirements and even assess
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cultural fit.
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So it makes the entire hiring process faster
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and more efficient.
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So it’s almost like having a superpowered recruiter
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that can work 24-7.
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Exactly.
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And it’s not just about saving time and
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resources.
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It can help reduce bias in the hiring
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process by focusing on skills and experience instead
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of those more subjective factors.
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That’s a huge plus, especially in an industry
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as diverse as hospitality.
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Yeah.
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But what about the human element?
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Doesn’t all this automation make things feel a
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bit impersonal?
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You know, that’s a valid concern and it’s
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something that companies really need to be mindful
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of.
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The key is to use AI strategically, not
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as a replacement for human interaction, but as
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a way to actually enhance it.
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Okay.
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You know, there was one company that you
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mentioned in your notes, Le Luxure.
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Yes.
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Le Luxure.
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That name kept popping up in my research.
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Yeah.
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They seem to be like on the cutting
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edge of this whole modernization movement.
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They are.
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And one thing that they’re doing that’s really
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interesting is they’re using AI to create these
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personalized training programs for their employees.
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Personalized training.
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I want to hear more about that.
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How does that work?
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So instead of, you know, a one size
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fits all approach, AI can look at an
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employee’s learning patterns, strengths, weaknesses, even their career
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goals and create a custom tailored training program.
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Wow.
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That’s impressive.
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It’s like having a personal tutor who knows
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exactly how you learn best.
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But how does this benefit the company?
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It makes training more effective.
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Which leads to faster skill development and improved
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performance.
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It also shows employees that the company’s investing
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in their growth, which can boost morale and
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loyalty.
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Yeah.
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And, you know, all of this ultimately leads
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to better service for guests.
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So it’s like a win-win for everyone
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involved.
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Exactly.
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I got to ask though, doesn’t all this
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focus on technology kind of make the industry
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feel less human?
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I mean, hospitality is all about those personal
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connections, making people feel welcome and cared for.
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Can AI really replicate that?
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That’s a great question.
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And that’s something that Lelouch is addressing head
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on.
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They really emphasize that technology is a tool,
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but it’s the human connection that matters most.
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So AI can handle the tedious tasks, freeing
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up employees to focus on what they do
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best, building those relationships with guests.
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So it’s more about using technology to kind
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of empower employees, not replace them.
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Exactly.
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And that brings us to another really important
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aspect of this whole modernization movement.
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Employee well-being.
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Oh, right.
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It’s not just ping pong tables and free
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snacks anymore, is it?
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It’s definitely not just that anymore.
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Companies are starting to understand that employee well
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-being is directly linked to productivity, customer satisfaction,
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and, you know, their bottom line.
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We’re seeing this shift toward more holistic well
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-being initiatives, things that address mental health, work
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-life balance, and creating the sense of community
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within the workplace.
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So it’s about creating this work environment where
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employees feel supported and valued, you know, not
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just as workers, but as human beings.
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Exactly.
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And that’s where things get really interesting because
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we have this intersection of technology and human
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-centered design working together to create, you know,
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a more fulfilling and sustainable future for the
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industry.
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Okay.
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But before we delve further into that, let’s
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take a quick break to hear from our
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sponsors.
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Okay.
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Welcome back to the Deep Dive.
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We were just talking about how AI and
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this focus on employee well-being are, like,
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changing the game for the hospitality industry.
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And they really are.
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So how can AI, like, actually improve the
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guest experience?
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Well, let’s go back to personalization for a
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sec.
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Remember how we were talking about AI tailoring
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those training programs?
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Yeah.
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Well, imagine applying that same concept to the
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guest experience.
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So instead of, like, a generic welcome package,
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every guest gets this super personalized experience based
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on, like, their preferences.
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Exactly.
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That sounds amazing, but how is that even
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possible?
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AI can analyze a ton of data.
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Okay.
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Think about past booking history, feedback surveys, even
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social media activity.
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By looking at all that information, AI can
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anticipate a guest’s needs and preferences, like, before
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they even get to the hotel.
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So it’s like having this virtual concierge that
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knows you better than you know yourself.
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Yeah.
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That’s a little creepy, but also kind of
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cool.
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It’s definitely a balancing act.
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But the potential is there to create these
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really unforgettable experiences for guests.
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Like, imagine checking into your hotel room and
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the temperature is already set to how you
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like it.
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The minibar is stocked with your favorite drinks
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and snacks.
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The TV is tuned to your go-to
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channel.
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Okay, that is what I call hospitality.
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00:08:37,210 –> 00:08:38,750
But let’s not forget about the human element.
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Do you think there’s a risk of AI
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making the experience feel too impersonal?
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Definitely.
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00:08:43,790 –> 00:08:45,470
That’s why that human touch is more important
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now than ever.
285
00:08:46,230 –> 00:08:46,430
Okay.
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00:08:46,430 –> 00:08:48,450
The key is to use AI to enhance
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00:08:48,450 –> 00:08:50,150
that human interaction, not replace it.
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00:08:50,250 –> 00:08:51,670
You know, like, think about freeing up hotel
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staff from all those routine tasks.
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Yeah.
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00:08:53,850 –> 00:08:55,770
So they can dedicate more time to actually
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connecting with guests.
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00:08:57,410 –> 00:09:00,170
So AI handles the logistics and humans provide,
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00:09:00,430 –> 00:09:03,030
like, the warmth and that personalized service that
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00:09:03,030 –> 00:09:04,250
hospitality is all about.
296
00:09:04,330 –> 00:09:04,850
Right, exactly.
297
00:09:04,930 –> 00:09:05,650
I like it.
298
00:09:05,690 –> 00:09:06,630
I like where this is going.
299
00:09:07,110 –> 00:09:10,290
So this brings us back to employee well
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00:09:10,290 –> 00:09:10,570
-being.
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00:09:10,810 –> 00:09:11,130
Yes.
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00:09:11,130 –> 00:09:14,310
When employees are happy, they’re more likely to
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provide amazing service.
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00:09:16,770 –> 00:09:16,970
Right.
305
00:09:17,190 –> 00:09:19,750
But how can AI help with that?
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00:09:20,150 –> 00:09:20,950
Well, think about it.
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00:09:21,350 –> 00:09:24,590
AI can actually help optimize scheduling, ensure employees
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00:09:24,590 –> 00:09:28,410
have reasonable workloads, predictable hours, or could even
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00:09:28,410 –> 00:09:31,070
identify employees who might be struggling and then
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00:09:31,070 –> 00:09:33,330
recommend resources or support systems.
311
00:09:33,570 –> 00:09:33,810
Okay.
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00:09:34,070 –> 00:09:36,690
So by taking care of the employees, we’re
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taking care of the guests.
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00:09:37,670 –> 00:09:37,950
Makes sense.
315
00:09:37,990 –> 00:09:38,830
It all comes full circle.
316
00:09:39,030 –> 00:09:40,730
But let’s be realistic here.
317
00:09:40,730 –> 00:09:43,690
Implementing all these changes, especially with AI, requires
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00:09:43,690 –> 00:09:44,650
a pretty big investment.
319
00:09:44,910 –> 00:09:47,030
Do you think smaller businesses can actually keep
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00:09:47,030 –> 00:09:47,570
up with this?
321
00:09:47,650 –> 00:09:48,950
Or is this going to create, like, a
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00:09:48,950 –> 00:09:51,250
bigger divide between the big players and the
323
00:09:51,250 –> 00:09:52,050
mom-and-pop shops?
324
00:09:52,250 –> 00:09:53,150
It’s a good question.
325
00:09:53,310 –> 00:09:54,830
I mean, we’re already seeing a lot of
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00:09:54,830 –> 00:09:57,650
affordable AI solutions coming out that are specifically
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00:09:57,650 –> 00:09:59,130
designed for smaller businesses.
328
00:09:59,350 –> 00:09:59,490
Right.
329
00:09:59,550 –> 00:10:01,810
And, you know, modernization, it’s not just about
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00:10:01,810 –> 00:10:02,290
technology.
331
00:10:02,450 –> 00:10:04,750
It’s about adapting to the changing needs of
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00:10:04,750 –> 00:10:05,850
employees and guests.
333
00:10:05,950 –> 00:10:06,090
Right.
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00:10:06,090 –> 00:10:09,310
Smaller businesses, they can often be more nimble
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00:10:09,310 –> 00:10:11,770
and responsive to those changes, which allows them
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00:10:11,770 –> 00:10:12,390
to compete.
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00:10:12,770 –> 00:10:14,590
So it’s not necessarily about the size of
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00:10:14,590 –> 00:10:14,970
the business.
339
00:10:15,070 –> 00:10:17,290
It’s more about the mindset and just being
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00:10:17,290 –> 00:10:18,070
willing to adapt.
341
00:10:18,270 –> 00:10:18,630
Exactly.
342
00:10:18,870 –> 00:10:20,890
And that brings us to another important piece
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00:10:20,890 –> 00:10:24,650
of this whole puzzle, bridging that generational divide.
344
00:10:24,930 –> 00:10:25,130
Right.
345
00:10:25,270 –> 00:10:28,230
We’ve talked about how younger generations have all
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00:10:28,230 –> 00:10:29,330
these different expectations.
347
00:10:29,530 –> 00:10:29,770
Right.
348
00:10:30,070 –> 00:10:31,790
But how do we make sure that all
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00:10:31,790 –> 00:10:36,370
generations are working together, you know, effectively to
350
00:10:36,370 –> 00:10:38,330
create this new vision for hospitality?
351
00:10:38,730 –> 00:10:40,250
I think it all comes down to communication
352
00:10:40,250 –> 00:10:41,110
and collaboration.
353
00:10:41,430 –> 00:10:41,570
OK.
354
00:10:41,810 –> 00:10:44,210
We need to create this workplace culture where
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everyone feels valued and respected, no matter how
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00:10:46,590 –> 00:10:48,710
old they are or how much experience they
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00:10:48,710 –> 00:10:49,150
have.
358
00:10:49,270 –> 00:10:51,590
You know, mentorship programs, they can be really
359
00:10:51,590 –> 00:10:52,170
powerful.
360
00:10:52,710 –> 00:10:55,830
Allowing those more experienced employees to share all
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00:10:55,830 –> 00:10:58,750
their knowledge and the younger generation can share
362
00:10:58,750 –> 00:10:59,790
their fresh perspective.
363
00:11:00,150 –> 00:11:01,750
So it’s not just about passing the torch.
364
00:11:01,750 –> 00:11:03,230
It’s more like a two way street.
365
00:11:03,470 –> 00:11:03,650
Exactly.
366
00:11:03,770 –> 00:11:05,430
Where everyone’s learning and growing together.
367
00:11:05,630 –> 00:11:05,810
Yeah.
368
00:11:06,050 –> 00:11:07,450
That’s when the magic happens.
369
00:11:07,610 –> 00:11:09,990
When you have different generations all working together,
370
00:11:10,190 –> 00:11:13,310
sharing their skills and perspectives, that’s how you
371
00:11:13,310 –> 00:11:16,110
create this really dynamic and innovative environment.
372
00:11:16,510 –> 00:11:17,150
I love that.
373
00:11:17,390 –> 00:11:19,730
It’s not about replacing one generation with another.
374
00:11:19,830 –> 00:11:21,450
It’s about bringing everyone together.
375
00:11:21,730 –> 00:11:21,970
Yeah.
376
00:11:22,450 –> 00:11:24,690
And then adding in the power of AI.
377
00:11:24,850 –> 00:11:27,590
Like it feels like the possibilities are endless.
378
00:11:27,750 –> 00:11:28,430
They are.
379
00:11:28,710 –> 00:11:31,170
So this has been a truly fascinating conversation.
380
00:11:31,170 –> 00:11:31,970
It has.
381
00:11:32,110 –> 00:11:35,410
But I’m wondering, with all these changes happening
382
00:11:35,410 –> 00:11:38,650
so quickly, where do we even begin?
383
00:11:39,010 –> 00:11:41,150
If you’re a business owner in the hospitality
384
00:11:41,150 –> 00:11:43,830
industry right now, what are the first steps
385
00:11:43,830 –> 00:11:44,330
to take?
386
00:11:44,890 –> 00:11:47,350
Yeah, that’s the big question, isn’t it?
387
00:11:47,350 –> 00:11:48,310
Where do we even start?
388
00:11:48,530 –> 00:11:50,750
I know, it can feel a bit overwhelming.
389
00:11:51,050 –> 00:11:51,270
Yeah.
390
00:11:51,410 –> 00:11:52,690
You know, but it doesn’t have to be
391
00:11:52,690 –> 00:11:54,750
this massive overnight change.
392
00:11:54,810 –> 00:11:54,990
Right.
393
00:11:55,270 –> 00:11:56,690
I think the first step is really just
394
00:11:56,690 –> 00:11:58,350
about kind of shifting your mindset a little
395
00:11:58,350 –> 00:11:58,510
bit.
396
00:11:58,510 –> 00:12:00,310
Less about ripping out the old and more
397
00:12:00,310 –> 00:12:01,490
about integrating the new.
398
00:12:01,750 –> 00:12:02,190
Exactly.
399
00:12:02,430 –> 00:12:02,530
OK.
400
00:12:02,630 –> 00:12:06,110
Start by just assessing your current operations and
401
00:12:06,110 –> 00:12:08,030
looking for places where you can make small
402
00:12:08,030 –> 00:12:09,370
but impactful changes.
403
00:12:10,450 –> 00:12:12,370
Give us some specific examples.
404
00:12:12,710 –> 00:12:12,910
Sure.
405
00:12:13,410 –> 00:12:14,990
Take a look at your employee feedback.
406
00:12:15,210 –> 00:12:15,370
OK.
407
00:12:15,630 –> 00:12:16,870
What are they asking for?
408
00:12:17,030 –> 00:12:18,350
Are they feeling heard?
409
00:12:19,090 –> 00:12:22,790
Maybe they’re asking for more flexible scheduling or
410
00:12:22,790 –> 00:12:25,510
more opportunities for professional development.
411
00:12:25,970 –> 00:12:27,570
So those little changes.
412
00:12:27,950 –> 00:12:28,230
Yeah.
413
00:12:28,230 –> 00:12:30,070
Those can actually make a big difference in
414
00:12:30,070 –> 00:12:31,730
how employees feel about working there.
415
00:12:31,850 –> 00:12:32,330
Oh, absolutely.
416
00:12:32,530 –> 00:12:35,490
And don’t underestimate the power of just asking
417
00:12:35,490 –> 00:12:37,310
your employees for their input.
418
00:12:37,470 –> 00:12:37,690
Right.
419
00:12:37,770 –> 00:12:38,770
They’re the ones on the front lines.
420
00:12:38,870 –> 00:12:40,150
They know what’s working and what’s not.
421
00:12:40,250 –> 00:12:40,890
That makes sense.
422
00:12:41,450 –> 00:12:43,330
So start with the people, get their feedback,
423
00:12:43,610 –> 00:12:45,750
and then look for ways to implement those
424
00:12:45,750 –> 00:12:46,070
changes.
425
00:12:46,330 –> 00:12:46,710
Exactly.
426
00:12:47,050 –> 00:12:49,670
And while you’re doing that, start exploring how
427
00:12:49,670 –> 00:12:52,530
technology can help you make those changes happen.
428
00:12:52,670 –> 00:12:52,870
OK.
429
00:12:53,150 –> 00:12:55,310
There are so many affordable tools out there
430
00:12:55,310 –> 00:12:57,330
now, even for small businesses, that can help
431
00:12:57,330 –> 00:13:01,850
streamline those operations, personalize that guest experience, and
432
00:13:01,850 –> 00:13:02,630
empower employees.
433
00:13:02,830 –> 00:13:05,290
It’s like we’re redefining what it means to
434
00:13:05,290 –> 00:13:07,550
be high tech in hospitality.
435
00:13:07,790 –> 00:13:08,030
Yeah.
436
00:13:08,170 –> 00:13:09,470
It’s not just about having all the fancy
437
00:13:09,470 –> 00:13:10,230
gadgets anymore.
438
00:13:10,350 –> 00:13:10,550
Right.
439
00:13:10,710 –> 00:13:14,510
It’s about using technology to actually enhance those
440
00:13:14,510 –> 00:13:15,310
human experiences.
441
00:13:15,670 –> 00:13:16,390
I like that a lot.
442
00:13:16,450 –> 00:13:18,130
And I think that’s where the real opportunity
443
00:13:18,130 –> 00:13:18,570
is.
444
00:13:19,070 –> 00:13:20,550
You know, this isn’t just about survival.
445
00:13:20,830 –> 00:13:21,070
Yeah.
446
00:13:21,110 –> 00:13:21,870
It’s about thriving.
447
00:13:21,870 –> 00:13:25,710
It’s about building a future for this industry
448
00:13:25,710 –> 00:13:29,410
that’s more sustainable, more fulfilling, and ultimately more
449
00:13:29,410 –> 00:13:29,910
human.
450
00:13:30,290 –> 00:13:32,430
This has been a really eye-opening conversation.
451
00:13:32,770 –> 00:13:34,250
I feel like I have a whole new
452
00:13:34,250 –> 00:13:35,050
perspective now.
453
00:13:35,110 –> 00:13:35,350
Good.
454
00:13:35,550 –> 00:13:38,050
But we always like to end these deep
455
00:13:38,050 –> 00:13:41,410
dives with a little something for our listeners
456
00:13:41,410 –> 00:13:42,930
to kind of think about.
457
00:13:43,030 –> 00:13:43,470
Of course.
458
00:13:43,970 –> 00:13:47,090
So what’s your parting wisdom for everyone listening
459
00:13:47,090 –> 00:13:47,510
out there?
460
00:13:47,950 –> 00:13:49,150
Here’s something to ponder.
461
00:13:49,730 –> 00:13:51,210
If technology is going to play such a
462
00:13:51,210 –> 00:13:53,910
big role in the future of hospitality, how
463
00:13:53,910 –> 00:13:55,450
can we make sure that it’s being used
464
00:13:55,450 –> 00:13:58,070
ethically and responsibly, you know, in a way
465
00:13:58,070 –> 00:14:00,170
that benefits both the businesses and the people
466
00:14:00,170 –> 00:14:00,890
that they serve?
467
00:14:01,610 –> 00:14:02,250
That’s a great question.
468
00:14:02,330 –> 00:14:04,630
And I think it really underscores, you know,
469
00:14:04,810 –> 00:14:07,250
how important it is to keep that human
470
00:14:07,250 –> 00:14:08,950
element at the center of everything.
471
00:14:09,210 –> 00:14:09,510
Absolutely.
472
00:14:09,850 –> 00:14:11,350
I mean, the future of this industry is
473
00:14:11,350 –> 00:14:12,230
really in our hands.
474
00:14:12,350 –> 00:14:13,590
Let’s make it something we can all be
475
00:14:13,590 –> 00:14:14,150
proud of.
476
00:14:14,490 –> 00:14:14,910
Well said.
477
00:14:14,990 –> 00:14:16,410
Thank you so much for joining us today
478
00:14:16,410 –> 00:14:17,590
and sharing all your insights.
479
00:14:17,770 –> 00:14:18,570
It’s been my pleasure.
480
00:14:18,570 –> 00:14:20,890
And to all of you listening, thank you
481
00:14:20,890 –> 00:14:22,810
for joining us on this deep dive into
482
00:14:22,810 –> 00:14:23,990
the future of hospitality.
483
00:14:24,590 –> 00:14:26,290
We hope you learned something new and that
484
00:14:26,290 –> 00:14:28,270
you’re feeling inspired to maybe see things from
485
00:14:28,270 –> 00:14:29,050
a new perspective.
486
00:14:29,690 –> 00:14:32,650
Until next time, keep exploring, keep learning, and
487
00:14:32,650 –> 00:14:33,530
keep diving deep.