experts in caterer‘s AI webinar set the rules for successful AI implementation. Don’t fall for the hype, get everyone on board and use your most experienced staff to spread the news.
The rise of AI has brought both optimism and uncertainty to hospitality workers who, despite recognizing the benefits of the technology, are concerned about their job security. So how can operators deploy it with confidence while recognizing that the human touch cannot be replaced? That was the question industry experts tackled caterer‘s AI: Building Trust in the Workplace webinar, sponsored by scheduling software supplier Vice.
Speaker Dan Chaubel, managing partner of trend analyst Workplace Intelligence, shared insights from the vice chair. better collaborative reportingThe report highlights that 57% of hospitality workers are using AI in the workplace, the highest percentage of all sectors surveyed, including retail and healthcare.
Chauvel was joined by Martin MacPhail, managing director of asset management firm 7Hospitality Management, to discuss how operators can solve various AI implementation challenges and provide practical steps for their teams.
Communicate clearly with employees
Both the Deputy Director’s survey and the panel discussion highlighted that the biggest concern among employees is not AI itself, but the lack of clear information and guidance on its use.
“Be clear about what it does, what it doesn’t do, why you do it, and what it means for everyone’s role,” MacPhail said. In his experience, frontline employees are often ready to embrace AI, but it is not properly deployed. “It’s a leadership issue, not a technology issue,” he said.
MacPhail suggested that managers need to sit down with their teams and ask them what parts of their roles feel repetitive or cause unnecessary frustration, and show them how AI can alleviate some of those pressures. “We will use AI instead of humans to remove friction,” he said.
What you can do now: Have conversations with your team to identify recurring pain points and demonstrate how AI can solve them.
Emphasize how integral humans are to the role
According to the report, 98% of hospitality workers believe the human touch is essential at work, and nine in 10 agree that machines cannot replace empathy.
Chauvel said frontline workers should be “optimistic and confident that humans and empathy will not be replaced by robots and AI.” He said the pandemic was evidence of the critical role of front-line workers in the economy and the latest reminder that job security is durable.
Chauvel said the value of AI is that it allows teams to focus on relationships, while MacPhail added that employees need reassurance that AI will enhance their roles and help them be more hospitable to guests.
What you can do now: Hold a team meeting and explain that AI is there to help you interact with your guests and create more time for them.
Hire an AI champion
“Attracting experienced staff helps attract everyone,” says Chauvel.
He advised identifying AI champions within your company, especially respected and long-tenured team members, and communicating the message to them about what the technology can and cannot do. Their support can increase adoption, reduce fear, and build trust.
For new businesses without long-term staff, operators need to identify early adopters – employees who are already using AI in their personal and professional lives. With a quarter of employees personally involved in AI, they can serve as advocates for accelerating AI adoption.
What you can do now: Identify 2-3 respected team members (long-time or influential) and talk to them about your AI plan first.
Make sure everyone is included
Speakers emphasized the importance of training for all employees. Frontline shift workers often work irregular and unsociable hours and may feel uninformed about changes to their jobs.
Both speakers called on operators to hold multiple information sessions outlining the real-world applications and limitations of AI, and to train staff on basic data privacy and safe usage. Sessions should be scheduled to maximize access and ensure all team members receive the same tools, training, and the same opportunity to ask questions.
What you can do now: By designing your AI training based on shift realities rather than office hours, team members won’t feel left out of the conversation.
Don’t be fooled by the hype
Although AI is rapidly evolving, the hype stems from the fact that it is “in front of us every day,” MacPhail said. Change is gradual, not instantaneous.
Similarly, Schawbel said it can sometimes feel like “everyone is pushing AI,” which can make staff uncomfortable. Workers become distrustful when they feel that AI is doing something to them, even though they did not choose to deploy it themselves.
Chauvel added that leaders need to determine the areas where AI can truly be best utilized and the areas where it should not be utilized. Once that’s resolved, I’ll clearly explain the “why”. Also, be honest about the limitations of AI. “Organizations must avoid positioning AI as solving everyone’s problems, because it cannot and probably never will,” he said. He added that AI alone cannot solve the problems of staff shortages and workload.
What you can do now: Explain to your team what problems will be solved, what won’t be solved, and how they can support you.
From our sponsors
The lieutenant was proud to partner with him. caterer Our webinar, “AI: Building Trust in the Workplace,” will have an important conversation about how hospitality companies can responsibly and transparently implement AI.
Based on insights from our latest research, better collaborative reportingWe looked at how leaders can use AI to plan smarter, support their teams, and build trust. Technology should enhance the human side of hospitality, not replace it.
Learn more about AI at The Caterer’s People Summit
If you would like industry expert advice on integrating AI into your business, book an appointment at: caterer‘s People Summit 2026 is a one-day event covering everything from hacking ChatGPT to building an unbeatable team.
photograph: Jacob Land/shutterstock
