Paper Details

Artificial Intelligence (AI) has emerged as a transformative force in the hospitality industry, reshaping operational processes and service delivery systems. From automated check-ins to AI-powered chat bots and service robots, AI integration is becoming increasingly common in hotels and tourism organizations. While these technologies promise efficiency, accuracy, and cost reduction, their impact on employees remains complex and multidimensional. This paper examines employee perception of AI in hospitality operations, focusing on whether AI reduces workload or creates job insecurity. Using a descriptive research design supported by secondary sources and structured questionnaire responses, the study explores opportunities and challenges associated with AI adoption. Findings indicate that AI significantly reduces repetitive workload, improves productivity, and enhances service speed. However, it also creates fear, uncertainty, and concerns regarding job displacement among employees. Employee perception is shaped by factors such as awareness, training, organizational communication, and managerial support. The study concludes that hospitality organizations must adopt a balanced strategy that combines technological advancement with human-centered management to ensure positive employee attitudes and successful AI implementation.

Artificial Intelligence, Hospitality Industry, Employee Perception, Job Insecurity, Workload Reduction, Automation, Service Quality