The concepts of automation and Artificial Intelligence (AI) have been used for several decades across various industry sectors, including the hospitality industry. Still, the ability to have full automation and the emergence of new AI tools and applications that can be implemented without human intervention have been on the rise. This case study investigated the impact of automation, the concept of digital workers, and AI in the hospitality industry. The case study examined Centelli’s solution and framework that used Digital Worker, software robots designed to perform repetitive tasks, by streamlining contact center operations at the Clermont Hotel Group and automating reconciliations for scalable efficiency at the Davidson Hospitality Group. Furthermore, the influence of automation and digital workers among the leaders and employees, and the benefits attained across hospitality organizations were explored. Consequently, AI and subsets of AI were presented along with insights on future jobs, the importance of upskilling, and career development, considering the labor scarcity and staff shortages in the hospitality industry. Finally, the importance of a high-touch foundation was provided when integrating automation and AI tools and applications, along with insights into emotional and augmented intelligence.
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