Raising the topic of artificial intelligence (AI) often sparks debates about job losses and automation replacing humans, and this can be the case in hospitality, but in my view, in an industry built on personal connection, a different story is unfolding. In hospitality, AI isn’t replacing people – it’s empowering them. The next frontier of automation is human-centred, using technology to amplify empathy, not erase it. I believe everyone in hospitality needs AI.