At a recent Industry Advisory Board (IAB) session focused on the future of the hospitality industry, industry leaders emphasised the importance of balancing technological innovation with human interaction. Yap Lip Seng, Chief Executive Officer of RIYAZ Hotels and Resorts, stressed the need for hospitality professionals to retain the “human touch” in their work, even as artificial intelligence (AI) becomes more integrated into the industry. “AI has been taking over quite a few roles in this industry, but you still need humans in the end,” he noted, highlighting that while technology can assist, it cannot replace the creativity and personal service that define great hospitality.
Yap Lip Seng, Chief Executive Officer of RIYAZ Hotels and Resorts, emphasises that while AI becomes more integrated into hospitality, the human touch remains irreplaceable for delivering exceptional service.
Held at INTI International College Subang, the event welcomed representatives from prestigious hospitality brands, such as Mandarin Oriental, Marriott Kota Kinabalu, and Hilton, to discuss how AI is transforming the sector. These industry experts brought valuable insights into how current and future hospitality professionals can adapt to these changes. A key takeaway was the importance of preparing students to work alongside AI, ensuring they retain the core skills that differentiate human service from automated systems.
Hospitality industry leaders shared valuable insights during the session, helping INTI enhance its curriculum and equip students with the skills needed to succeed in a rapidly evolving industry.
One significant challenge discussed was the gap between the technology used in university training and the tools available in many hotels. Due to varying financial investments in technology across establishments, students may find it challenging to adapt to different systems when they enter the workforce. As discussed during the session, this challenge can sometimes cause graduates to “lose interest” in the industry if the tools and technologies they are trained on do not match those in their work environment.
Noralif Haiqal Ahmad, Learning and Development Manager at The St. Regis Hotel Kuala Lumpur, supported Yap Li Seng’s perspective, noting that AI should serve as a tool to enhance productivity, not as a replacement for human staff. “AI can help boost productivity, but the human element will always be key to delivering the kind of experiences guests expect,” he said.
The session also highlighted the pressure on businesses to quickly adopt new technologies while managing the expectations of management, customers, and investors. Despite these pressures, participants emphasised the need for a realistic timeline for integration. Adapting to new systems may take longer than anticipated, with three to five years sometimes not enough for full adoption.
For INTI’s School of Hospitality (SOHOS), this session reaffirmed the importance of aligning its curriculum with industry needs. By integrating advanced technologies and essential interpersonal skills into their training programs, INTI ensures its students will be prepared to meet current challenges and thrive in an increasingly digital world. Through collaboration with industry leaders, SOHOS students are gaining the skills and adaptability needed to stay ahead in the fast-evolving hospitality sector.