This article, by Corban Nichols and Gord Zeilstra of Schoox, is based off of their presentation at CHART’s Boston Regional Training Forum (RTF), held November 18, 2025.

We’re facing a pivotal moment where technology and human connection intersect. Let’s explore how we can embrace technology without losing the heart of hospitality.

The Technology Dilemma

The hospitality industry is rapidly changing with the introduction, and advancements, of AI and automation. We’re seeing robots delivering food, AI avatars replacing humans, and virtual reality experiences replacing face-to-face interactions. But just because we can implement these technologies doesn’t mean we should – at least not without careful consideration.

When we forget our “why,” we build systems people resent. When we remember it, we build experiences people love. People visit our establishments for many reasons: price, value, location, amenities, cleanliness, unique experiences, brand trust, personalization, sustainability, familiar faces, and great communication (to name just a few). Technology should enhance these aspects, not detract from them, or replace the personal touch all together.

Finding the Right Balance

Here are some rules of thumb for implementing advanced technology in hospitality:

  • Automate the invisible, humanize the visible.
    Focus automation on back-of-house operations while keeping human interaction front-of-house. One restaurant chain, Olive & Finch, is automating everything that isn’t guest-facing and reallocating staff to create more memorable guest experiences.
  • Default human for recovery, recognition, and first impressions.
    Human interaction is crucial during service recovery, guest recognition moments, and first impressions. Technology should support these interactions, not replace them.
  • Personalize with consent and purpose.
    Avoid the “cringe factor” that comes when technology knows too much about customers without their consent. Personalization should feel helpful, not invasive.

Cyborg Hospitality

Measuring What Matters

In the early aughts, it seemed like bacon was in overdrive on every menu; popping up where it didn’t seem to belong, like milkshakes! Today, it seems that data is “bacon” – it’s everywhere, but we’re not always using it effectively. We need to connect different data sources to understand the guest experience better.

For example, linking order accuracy data with employee scheduling data can help identify top performers and those who need additional training. Online reviews suggest a strong connection with revenue. The Harvard Business School published a study by Johns Hopkins’ professor Michael Luca on online reviews which found that a one-star increase on review platforms leads to a 5-9% increase in annual restaurant revenue. For hotels, Cornell University’s research found that a one-point increase on a five-point scale can lead to an 11.2% increase in hotel revenue through higher prices without harming occupancy rates.

The AI Revolution in Hospitality

AI is transforming our industry at an accelerating pace. Just two years ago, 70% of hospitality employees believed AI would be crucial to HR’s success. Today, that number has jumped to 94%. Employees are reporting a 42% reduced workload and a 45% bump in productivity when using AI tools.

The good news is that AI isn’t coming for hospitality jobs, it’s coming to enhance them. Jobs that require personality, mentorship skills, artistic flair, and kindness will never be replaced. As one restaurant CEO recently stated, they’re “investing full scale back into hospitality” because kindness and service will never go out of style.

Rethinking Learning and Development

AI is disrupting traditional learning and development approaches. As Sal Khan spoke about in a recent TedTalk, “Only a small slice of learning is compliance. The rest is curiosity. And that’s where AI can make us superhuman.”

We need to shift our metrics from:

  • Completion rates → Confidence rates
  • Time saved → Time reinvested in guests
  • Cost per learner → Experience per guest

Key Insights for Moving Forward

  • AI is the next chapter: It gives us instant access to insights by combining different data sources.
  • The best way to prepare is to experiment: Try new features in sandboxes and assign curiosity, not just compliance.
  • Technical and social skills are the new dual currency: AI can draft your schedule, but it can’t mediate a conflict or read a guest’s body language.
  • AI literacy is job security: Understanding AI applications will make you more valuable to your organization.

Becoming an Employer of Choice with Heart and Hardware

The definition of an “employer of choice” is evolving. It now includes how organizations use technology with heart. The best organizations:

  • Attract and retain talent faster
  • Build loyalty among all generations
  • Create more engaged employees
  • Stand out in guest satisfaction
  • Humanize AI
  • Redefine frontline success metrics from time saved to time reinvested in guest experience

Conclusion

As we navigate this new landscape, we must ask ourselves: does our technology simplify, connect, humanize, optimize, allow ownership, and enable us to exceed expectations? The organizations that will thrive are those that find the perfect balance between heart and hardware; creating cyborg hospitality that enhances human connection rather than replacing it.