Using ChatGPT to support human resource management in the hotel industry

Purpose This article demonstrates how generative AI, particularly ChatGPT, can be used to support HRM in the hotel industry. It focuses on equipping HR professionals with implementable insights on crafting effective prompts and verifying AI-generated recommendations to address HRM challenges. Design/methodology/approach The study employs a qualitative Delphi method to develop and refine a set of guidelines for crafting HRM-specific prompts in the hotel industry, alongside a verification framework to assess AI-generated outputs. A panel comprising senior HR managers, HRM academics, IT and AI academics and mid-level HR practitioners provided structured input across three iterative rounds. Findings Precise and context-specific prompts significantly improve the quality of AI-generated recommendations. The proposed verification framework addresses risks such as hallucination and ethical oversights, ensuring outputs are aligned with industry best practices and tailored to operational contexts. Together, these tools support HR professionals in integrating AI recommendations effectively into their practices. Originality/value This article advances AI-HRM research in the hotel industry by developing (1) a structured approach to crafting effective AI prompts in hotel HRM and (2) a verification framework to evaluate AI-generated recommendations for practical, ethical and industry-aligned decision-making. These insights move beyond literature-based discussions to provide implementable solutions for practitioners.