Leading Through Tech: Balancing Human and Machine in Hospitality

For most hospitality venues, the day often begins before dawn and doesn’t end until the last guest leaves. Behind every seamless service is a team stretched thin, juggling endless tasks with relentless energy. Yet, as technology speeds forward, it’s easy to imagine a future where machines take over, pushing people to the sidelines. But when led with heart, technology could actually be the unsung hero that lifts teams up, not replaces them. It’s about blending the warmth of humanity with the smart efficiency of AI and robotics, so every guest experience feels genuine, and every team member feels valued.

In my recent conversation with Ramona Combrink, a pioneer in hospitality tech and robotics, she shared how this balance is not just possible but essential. Her insights showed how innovation supports human connection rather than erodes it, helping hospitality leaders steer through change with confidence and care. This is not a tale of robots versus people; it’s a story of partnership, resilience, and a future fuelled by both heart and machine.

Why Resistance to Change is Hospitality’s Real Threat

The biggest hurdle we face isn’t AI or robots – it’s resistance to change. When Ramona first started in the sector eight years ago, people imagined Terminator-style job losses. But the truth is far from that dystopia. In fact, AI and automation are increasingly vital as Asia Pacific and Australia face a looming 30% workforce retirement over the next five years. Couple that with younger generations who grew up tech-savvy and expect streamlined digital experiences, the hospitality industry must adapt or lose relevance.

Ramona says smart tech doesn’t replace jobs. It helps stabilise teams and reduce burnout by handling repetitive, low-value tasks – like rostering, answering FAQs, or managing phone reservations – and freeing staff to deliver personalised, heartfelt service. If old, clunky systems remain, younger workers won’t stick around. But if businesses embrace modern tools, onboarding becomes simple, and retention improves.

How AI and Robotics Can Boost Hospitality Teams

Robots and AI are no longer just futuristic talk. They are already here; actively enhancing operations behind the scenes and on the floor. Here are some ways Ramona sees smart tech easing pressure and uplifting human roles:

• Robots deliver drinks or meals close to serving staff, so they don’t disappear from guests for long periods. This keeps the floor lively and personalised.
• AI voice assistants (like Ramona’s Voicem8) can handle reservations, upselling, and recruitment calls – effortlessly scheduling shifts, screening candidates, and keeping communication flowing 24/7.
• Robots coordinate with lifts and housekeeping staff to bring fresh linens or collect wet towels, reducing physical strain and optimising workflow.
• Facial recognition tech can greet guests by name, suggest preferences based on loyalty data, and customise offers, creating seamless, memorable visits.

Ramona reminds us it's not about robots taking over the business, but about redistributing effort so employees can focus on the unique joy of hospitality – connecting with guests.

Tips to Start Small and Embrace Change Today

Not every business has the budget or scale of major hotel chains, but that doesn’t mean smaller operators can’t benefit from automation. Start with key pain points, like the ones below, to integrate tech easily and make an immediate impact:

• Use AI-powered assistants to manage shift requests, answer FAQs, and onboard staff with digital training videos. This cuts burnout and boosts workforce confidence.
• Large recruitment application volumes? Let AI screen candidates, conduct personality assessments, and schedule interviews – saving hours of tedious admin.
• Implement AI voice or chat assistants to enhance guest communication by handling bookings and reservations smoothly, across calls, SMS, or popular messaging apps.
• Invest in robotic helpers for routine housekeeping tasks so your team can focus on guest satisfaction.
• Use AI to cleanse and segment customer databases, sending personalized promotions via preferred communication channels.

Remember Ramona’s advice: “Change small things repeatedly”. Each tiny win builds momentum and opens doors to bigger innovations.

If you’re wondering where to start or how to get buy-in from your teams, Ramona and the team at Auto-m8 offer tailored consulting to assess your business, identify realistic goals, and implement technology that serves your people and guests. You can find out more HERE.

Want to dive deeper into balancing hospitality tech and the human experience? Click HERE to watch the full video or listen to The Michelle Pascoe Hospitality Podcast.

Looking for bespoke workshops for your frontline team, or to equip your middle managers with practical leadership tools for 2025 and beyond, click HERE to book a call.