FROM PILOT TO PARADIGM SHIFT: REAL-WORLD OPERATIONALIZATION OF AI & ROBOTICS IN HOSPITALITY

Abstract

As the hospitality industry continues to evolve in response to labor shortages, rising guest expectations, and economic pressures, the adoption of artificial intelligence (AI) and robotics is no longer a futuristic concept—it is an operational reality. From small, independently owned restaurants to billion-dollar integrated resorts, hospitality organizations are introducing AI and robotics to enhance service delivery, improve efficiencies, and create more personalized guest experiences. This editorial highlights three essential best practices for successful implementation: (1) educate and find the champion, (2) measure twice, and (3) phase it out. Through a practical lens, we explore how operators can empower their teams, establish realistic projections, and ensure strategic rollout to drive adoption and long-term success.