Enhancing Human Resource Operations in the Hospitality Industry Through AI Technologies

Abstract

This study examines the impact of AI tools on the improvement and efficiency of HR functions within the Hospitality industry. It aims to examine how AI-driven applications enhance HR operations through automation and contribute to strategic decision-making. The study used a quantitative research approach with the alignment of the positivist research philosophy to ensure objectivity. An exploratory research design was adopted to evaluate prevailing literature on AI in the Hospitality industry. A deductive research approach was applied to construct the investigation reasonably. Purposive sampling was applied to select HR authorities and AI specialists from the Hospitality industry. A survey questionnaire with a 5-point Likert scale was used to collect data. The data were analysed by using MS Excel statistical tools, which helped to have a clear understanding through graphical representations. The study revealed that AI tools considerably enhance HR operations in the Hospitality industry, improving efficiency, reducing costs, and enabling faster decision-making. AI applications were used in talent acquisition, improving employee engagement, and setting proactive training and retention strategies. The study also highlighted that AI plays a vital role in enhancing customer care processes and making structured CRM analysis a further reinforcement of HR and hospitality operations. However, challenges such as high cost of implementation, a lack of AI-skilled workforces, and a lack of consistent AI adoption procedures are present. AI has transformative potential in HRM in the Hospitality sector. By leveraging AI, HR specialists have become able to focus more on strategic initiatives, which leads to improved workforce management. However, Hotels need to invest in AI training programs, AI integration guidelines, and employ cost minimization strategies.