Exploring the consequences of automation in the post-pandemic era: hotel labor woes

Purpose This study provides an overview of challenges and opportunities presented by the increasingly prevalent self-service technology adoption in the hotel industry, with a focus on the post-COVID-19 pandemic era and related workplace issues. Design/methodology/approach A review of relevant literature along with references to secondary data is provided to support the viewpoints presented by the authors. A brief critical interpretation of published works on automation, self-service and similar technology-supported services in the hospitality industry, particularly the hotel industry, is outlined. Findings Potential near- and long-term workplace challenges, in the context of automation, for hotel employees and operators are summarized. Evidence based on published scholarly works and news reports indicates that there will be a period of difficulties in the hotel industry, and the hospitality industry in general, when it comes to the adoption of transformative technology solutions that support automation and self-service. However, the authors assert that a balanced and calculated approach to embracing such technologies could create new career paths as well as job security for hotel employees and stability for hotel operators. Originality/value The perspectives offered in this study focus on the difficulties as well as prospects of embracing technology-supported automation in the hotel industry in the context of a unique era and the accelerated adoption of various technology solutions following the COVID-19 pandemic. The documented challenges are also framed with aligned opportunities to offer a roadmap for both practitioners and scholars.