Episode
Can AI Replace the Human Touch in Hospitality?
- Published
- Jun 2, 2026
- Duration seconds
- 3047
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Summary
Human connection cannot be automated away in hospitality. Michelle Pascoe, Certified Speaking Professional and hospitality training expert with over 30 years' experience, sits down with Brian Vujnovic, CEO and Co-Founder of MIA Hospitality Management, to explore how AI is reshaping hotel operations and guest experiences while the human touch remains the irreplaceable core of the industry. Can technology make us more human in hospitality -- or does it risk taking away the very thing guests come for? Michelle Pascoe is a Certified Speaking Professional and hospitality training expert with over 30 years' experience helping clubs, hotels, and hospitality venues build service cultures that retain staff and delight guests. Michelle brings together global voices to explore what it really takes to lead, connect, and deliver excellence in hospitality. Brian Vujnovic brings 25+ years of hotel operations, development, and asset management expertise. His view is clear: AI will automate the administrative so that hospitality teams can invest more in the experiential. The guest who wants a seamless text interaction gets that. The guest who wants a human moment gets that too. Both are possible -- and both are necessary. Key Takeaways AI is most actively reshaping hospitality through marketing search optimisation and front-desk administrative automation, not yet through robotics or culinary replacement. The ultimate goal of AI in hotels is to remove administrative burden from guest-facing staff so they can dedicate more attention to the person in front of them. Leadership in hospitality has grown harder post-Covid, with leaders now required to be more patient, more present, and more invested in training multigenerational teams. Ambition is the quality that cannot be trained or install…