AI and the future of talent management in tourism and hospitality

This exploratory study investigates artificial intelligence (AI) integration’s potential impact on the future of talent management in tourism and hospitality. Using the scenario planning method and Dator’s Alternative Futures Framework, four 2035 alternative scenarios were constructed. These scenarios served as a foundation for 3 group and 30 individual scenario-planning sessions with international industry experts and academics, epistemologically aligning the process with exploring the uncertain future of AI. The thematic analysis of the data underscored the importance of balanced integration that enhances rather than replaces human roles. Ethical considerations, the human-centric essence of tourism and hospitality, and the need for ongoing education and skill development in response to AI advancements were considered central. This study’s novel contribution is a conceptual framework to guide AI integration in tourism and hospitality talent management, contributing to the theoretical and practical understanding of AI’s role in talent management.