940,000 hospitality jobs lost, AI investment surging. Is automation replacing or redefining travel work?
Between 2016 and 2025, nearly 940,000 hospitality jobs will disappear, largely due to automation and the continued rise of customer commodity-friendly platforms. At the same time, 34% of travel companies are already dedicating more than half of their tech budgets to AI, with that figure set to reach 69% in the next 18 months.
AI isn’t coming for hospitality jobs—it already has.
The biggest shifts in task design are happening now:
– Chatbots taking over customer service roles
– Self-check-in AI-powered kiosks replacing front desk
– Automated kitchens eliminating line and food prep roles
– Predictive maintenance reducing manual operational jobs
– Dynamic pricing removing the need for revenue managers
The impact is clear:
– Hotels investing in AI operations, reducing the need for staff.
– Airlines shifting to AI service cutting CX human teams out.
– Restaurants adopting AI food prep, cutting back of house roles.
For many, AI is framed as innovation.
A way to remove inefficiencies and lower costs
Improve customer experiences and improve EBITDA.
But for hospitality workers, it means fewer roles,
new skills required, and an uncertain future.
So what should they focus on in 2025?
1. Develop AI-assisted customer experience skills.
2. Gain expertise in AI-driven revenue strategies.
3. Learn Service Augmentation -gaps will be in oversight.
4. Understand how AI is changing the value chain – today.
Many will resist AI, calling it a fad or a job killer.
Others will adopt it only when it’s unavoidable.
But the real opportunity lies with those who adapt early.
Traditional hospitality isn’t disappearing.
But the way it operates is changing permanently.
Question: will AI make hospitality better, or just cheaper?
And will customers even care?
