Not Tech-First, It's People-First

Why empowering talent is the key to hospitality's long-term success

- By Tejus Jose, Director of Operations at ibis & ibis Styles India

In the rapidly changing world of today, the hospitality sector is at the forefront of innovation and digital transformation. From contactless eating and digital ordering to sustainable menu offerings and well-being-focused products, the industry is changing fast. To succeed in this fast-paced world, Indian hospitality organizations need to put their people—their employees—at the centre of their strategy. A people-centric culture in which employee experience is given the same importance as customer experience is emerging as a differentiator in long-term success.

Rethinking Hiring Practices for the Future Workforce

The talent requirements in the hospitality industry are expanding. In addition to basic technical skills, today’s employees need to possess emotional intelligence, flexibility, communication, and teamwork abilities. The front-of-house staff must deliver exceptional customer service, meanwhile back-of-house roles require precision, knowledge of food and hygiene, and problem-solving.

Diversity and inclusivity are no longer optional—they are essential. Organizations that welcome a diverse range of talent tend to experience greater creativity, a stronger company culture, and better overall results. Plus, technology is really changing how people are hired, with AI-driven tools and the rise of freelance work making it easier to offer flexible jobs, speed up the hiring process, and give candidates a better experience.

Human-Machine Collaboration: Redefining Roles