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Opinion Articles

Opinion Article

Hotel Training Needs a Rethink: From Checklists to Commitment

Training in hospitality has never been only about tasks. It is about shaping culture, building belonging, and creating pride. In many hotels, however, the process still feels like a box-ticking exercise. New hires memorize scripts, click through online modules, and sign off on checklists. The process ends, but the learning and the loyalty never truly begin.

Dr. Kijung Choi
By Dr. Kijung Choi, Senior Lecturer in International Hotel Leadership, William Angliss Institute
Opinion Article

AI in Hiring – The Case of Applicant Tracking Systems

In recent years, the increasing use of artificial intelligence has transformed many stages of the hiring process. Among these recruitment tools, Applicant Tracking Systems (ATS) have become particularly widespread, offering organizations a way to manage high numbers of applications more systematically. These systems are designed to streamline recruitment by filtering and ranking candidates, but their growing influence also raises considerations regarding their reliability and limitations for both recruiters and job seekers. Can all the qualities that make someone suitable for a role really be captured by such systems?

Bertrand Audrin
By Bertrand Audrin, Assistant Professor, EHL
Opinion Article

Research Questions Regarding AI in HRM: Preparing for an AI-Powered Workplace

In a series of discussions about artificial intelligence (AI) in human resource management (HRM), we explored how AI has transformed the traditional HR functions and how HR professionals can remain irreplaceable in the age of AI. To help organizations and HR professionals prepare for the still-evolving AI-empowered workplace, academic research must not only address the relevant and timely research questions but also emphasize the need for responsible and ethical AI use that matters to our industry partners.

Linchi Kwok
By Linchi Kwok, Professor, CAL Poly Pomona
Opinion Article

The Role of Coaching and Human Talent Management in Promoting Equity and Organizational Well-Being

The rules and socialization of norms within an organization function as establishing operations to sustain many cultural practices. Their description corresponds to contingencies that set an aversive condition, such as guilt, shame, the feeling of having made a mistake, or fear. These act as a type of control exercised by culture, whose termination reinforces rule compliance. Such contingencies must be easy to understand, since if they are created by the organization, they apply to all its members, who must behave appropriately so as not to interfere with the group’s cultural practices. Otherwise, unpleasant consequences arise for themselves and others. This ensures the maintenance of Organizational Culture and secures the survival of the organization.

Diana Carolina Perez Cabas
By Diana Carolina Perez Cabas, Psychologist, Executive Coach, Magister in Human Resources and Organizational Development, SHG Universities Professor, HR Influencer Spain 2024, Swiss Hospitality Group Universities
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Opinion Article

The Ultimate Cover Letter

It’s been said that when you know someone who becomes unemployed, it’s a recession. When you become unemployed, it’s depression. Unfortunately, in today's job market, many people are struggling to find employment. Students graduating from school also face an uphill battle as they attempt to launch their careers in an environment marked by uncertainty and intense competition.

Stephen Rushmore
By Stephen Rushmore, Hotel Valuation Expert and Founder of HVS, Hotel Valuation Software
Opinion Article

How AI Is Transforming HR Functions

Artificial intelligence (AI), particularly the widespread adoption of generative AI (GenAI), is rapidly transforming the way organizations manage their workforce. Organizations are at a critical point where they must assess the transformational changes that AI has brought to human resources (HR). HR professionals must understand their new roles in organizations as AI becomes more essential at work.

Linchi Kwok
By Linchi Kwok, Professor, CAL Poly Pomona
Opinion Article

Recruitment Resources and Frameworks: Talent Management and Outsourcing Opportunities!

Work force needs, recruitment and staffing have long been significant challenges in the hospitality industry. Despite its role as the main contributor to the national income in many countries, the hospitality industry has been facing issues linked to low productivity, high turnover and limited personnel capabilities.

Robert O’Halloran
By Robert O’Halloran, Professor Director, School of Hospitality Leadership, East Carolina University
Opinion Article

Psychological Insights into AI in Hospitality

AI in hospitality is reshaping the industry, but the real challenge isn’t just technical, it’s human. How guests and employees feel about AI often matters more than what the technology can actually do. This article explores the psychological dynamics that influence AI adoption in hospitality and offers practical ways for leaders to ensure technology strengthens, rather than erodes, the essence of human service.

Valentina Clergue
By Valentina Clergue, Assistant Professor, EHL
Opinion Article

Four Day Work Week – Work Hard, Rest Harder

As a hospitality consultant with over two decades of experience in evaluating Hotel Valuations and Return on Investment (ROI), I have often wondered if organisations lack adequate metrics for measuring the value of talent and employee ROI. Investments in the workforce are often misrepresented as detrimental to budgets, with no recognition of the softer aspects of service or the value as a result of that service. Today, with the advent of technology, the proliferation of hotel brands with blurred products and services, the only real differentiator can be the service brought about by individuals who work in these hotels. Therefore, to me personally, the focus must shift to making long term strategic decisions. So, what if some of these decisions are unconventional or may sound absurd for a sector known for its long working hours?

Manav ThadaniAatreyi Dhar
By Manav Thadani and Aatreyi Dhar
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Opinion Article

The Five Ws of Workforce Management in Hospitality

We have all been in the internal meetings, the session where a leader explains why their department has gone over their labor target. At times, the explanation makes sense, a particularly labor-intensive set of meeting room re-sets in banquets required more housepersons. Or the four-to-a-room youth sports groups drove the need for additional housekeeping support staff. However, many of us have also heard far less plausible thoughts – “we were really busy,” or “there were so many call,” or maybe “the group block did not materialize, and we had more staff scheduled than we ended up needing.”

Brian Schoettes
By Brian Schoettes, Workforce Management Expert, Cayuga Hospitality Consultants
Opinion Article

Leadership, Logistics and Loyalty: What Hotel Management Teaches You

Hotel management isn’t just about rooms and reservations. From leadership and logistics to loyalty-building, it’s a hands-on education in what it takes to run a world-class experience. This article explores the deep, real-world lessons behind hotel operations and why they prepare you for success far beyond the front desk, whether you’re managing teams, customer relationships or global logistics.

Martin Green
By Martin Green, Editor - The Insider, Glion
Opinion Article

Finding A Balance Between Technology and Human Touch in Hospitality

In an era shaped by digital acceleration, the hospitality industry is undergoing a significant evolution. From mobile check-ins and AI-powered chatbots to smart energy systems and data-driven personalization, technology has transformed the way hotels operate and how guests engage and connect with them. The immediate and long-term benefits are undeniable – streamlined service, operational efficiency, and enhanced convenience for modern and increasingly tech-savvy travelers.

John Paul Nichols
By John Paul Nichols, President and CEO of Club Quarters Hotels, Club Quarters
Opinion Article

Powerful Partnerships: Communication, Community, and Resources

What is a partnership? As an observation, a marriage could be considered a partnership; however, it is more than an action entity, but rather a noun. A partnership is a way of thinking, a collaboration, or maybe a joint ownership agreement, or a cooperative that is in place that brings together people, organizations, and or communities to leverage each other’s strengths.

Robert O’Halloran
By Robert O’Halloran, Professor Director, School of Hospitality Leadership, East Carolina University
Opinion Article

The talent problem within luxury hospitality

The widening skills gap in the luxury hospitality industry is jeopardising the industry’s capacity for sustained excellence, even though the demand for high-end experiences has remained strong. This means that the industry is standing on the edge of a pivotal moment.

Franck Arnold
By Franck Arnold, Managing Director & Regional Vice-President, The Savoy, London, Accor