The hospitality workforce is evolving at an unprecedented pace. AI, automation, rising labor costs, and shifting employee expectations are forcing hotels to rethink how they manage labor. At Unifocus, we’re not just watching these trends—we’re helping hotels adapt with workforce solutions that balance efficiency, cost control, and employee experience.
At ITB 2025, Unifocus gathered insughts from industry professionals and technology innovators to share their boldest labor predictions for 2025. What emerged was a clear picture of where the industry is headed—and how hotels must prepare.
From the role of AI in reshaping jobs to the growing demand for workforce flexibility, here’s what industry insiders predict—and how Unifocus sees the path forward.
The Future of Work: AI as a Game Changer or Workforce Disruptor?
AI is at the center of every major conversation about hospitality labor. Will it enhance productivity—or lead to workforce displacement? The industry is divided.
Unifocus’ Take: AI is already changing how work gets done, but it’s not about replacing employees—it’s about making work more efficient. The hotels that will thrive in 2025 will be those that use AI to handle repetitive tasks while allowing their human staff to focus on what really matters—service, decision-making, and guest experience.
- Felix P. believes AI will enhance productivity, not replace jobs, helping professionals shift their focus to strategy and decision-making instead of routine work.
- Jennifer K. envisions a future where AI is widely embraced, leading to shorter work weeks and a better work-life balance.
- Andreas Kaufmann sees AI and digital agents as “the 2025 game-changers,” improving efficiency but also raising concerns about data privacy.
But not everyone sees AI’s role as purely beneficial:
- An anonymous respondent predicts that AI will gradually replace traditional work models, transforming the way we structure employment.
- Lara Celine Herrmann raises a question many of us are asking: “AI is making work faster, more efficient, and even free in some cases—but will we like the world it creates?”
AI’s biggest impact may not be job loss—but job evolution. The real question is: How do we ensure AI complements human work rather than replaces it?
Workforce Structures Are Changing: Flexibility, Shortages & New Employment Models
The traditional hospitality employment model is shifting. Workers expect more flexibility, better conditions, and more control over their schedules. Employers, meanwhile, are struggling to find and retain skilled labor.
Unifocus’ Take: The future of hospitality is dynamic, not rigid. The industry must embrace flexible scheduling, on-demand labor models, and intelligent workforce planning to stay competitive. The winners will be those who create work environments where employees want to stay.
- Svenja Grau highlights a key trend: “Employees will have more job options, choosing work that fits their needs. Employers will need to compete by offering better pay, a strong workplace culture, and unique experiences.”
- Lena Maier predicts a shift toward shorter work weeks and more flexible scheduling, with a greater focus on employee well-being.
- João Fernandes stresses that hotels must do more to understand what motivates younger workers: “How can we benefit from their skills if we don’t understand what they want?”
At the same time, labor shortages remain a pressing concern:
- Ramazan Ovali keeps it simple: “Labor shortages will continue.”
- Thorwald Westmass reminds us: “It’s more important than ever to invest in your teams. Retention is key.”
Labor challenges won’t be solved by a single strategy. But the hotels that embrace flexible workforce solutions will have the strongest retention, the happiest employees, and the best bottom lines.
Automation & Cost Pressures: The Rising Cost of Labor
Wages are rising. Inflation is squeezing margins. For many hotels, staffing costs are becoming unsustainable.
Unifocus’ Take: Automation is no longer a nice-to-have—it’s a financial necessity. Hotels must leverage AI-driven labor management tools to optimize staffing, control costs, and prevent compliance violations—without sacrificing service.
- Michal Odvody believes automation is essential for helping staff focus on high-value work.
- Kristina Buen raises a familiar concern: “High turnover will continue because many young employees see hotels as a steppingstone, not a career.”
- Anonymous: “It will definitely get more expensive unless we replace 30% of the workday with AI to offset labor costs.”
- Another anonymous respondent predicts that hotels will increasingly rely on agency staff due to the ongoing shortage of skilled labor.
Technology should make labor more predictable, not more complicated. The hotels that succeed won’t be the ones that cut staff—they’ll be the ones that use AI to ensure the right people are in the right place at the right time, without overpaying.
The Balance Between AI & the Human Touch
For all the talk about AI, one thing is clear: Hospitality is still a people business.
Unifocus’ Take: AI can optimize schedules, improve efficiency, and automate certain tasks—but guests will always value human interaction. The best hotels in 2025 won’t choose between AI and the human touch—they’ll combine the two to deliver seamless, personalized experiences.
- Elisabet Cañestro Gonzalez captures this perfectly: “AI and digital customer support will grow—but human support will always be key.”
- Karen Bengtsson adds, “Repetitive tasks will be automated, but employees will need to upskill to stay competitive.”
The most successful hospitality brands won’t be the ones that automate everything—they’ll be the ones that use automation to enhance human interactions, not replace them.
The Global Perspective: Where Will Hospitality Evolve Most?
AI adoption and workforce transformation aren’t happening at the same pace worldwide. Some markets are leading in automation, while others are prioritizing workforce retention and sustainability.
Unifocus’ Take: Asia will be the fastest adopter of AI-driven hotel operations, due to rapid urban growth and tech innovation. Europe and North America will focus more on employee retention, workforce flexibility, and compliance-driven automation.
- Leonardo predicts: “Asia will grow exponentially, led by AI and new technologies.”
- Andrei Verboncu sees a decline in IT, but continued AI expansion in hospitality.
No matter where hotels operate, one thing is certain—workforce transformation is already happening.
2025 Hospitality Labor: The Takeaway
If ITB 2025 has made one thing clear, it’s this: the hospitality industry is at a turning point. The way hotels hire, manage, and retain talent is shifting—driven by AI, rising labor costs, and changing workforce expectations.
- AI is a tool, not a takeover. The industry remains divided on AI’s impact, but one thing is certain: It’s not replacing workers—it’s changing the way work is done. The best hotels will use AI to handle repetitive tasks, allowing human staff to focus on high-value service.
- Flexibility is no longer a perk—it’s a necessity. The workforce of the future demands better scheduling, work-life balance, and career growth opportunities. Hotels that fail to adapt risk losing top talent.
- Labor costs will keep rising—hotels must get smarter. From agency staffing to AI-driven scheduling, every operator is looking for ways to control expenses without cutting service quality. Automation will play a critical role in workforce planning and cost containment.
- The human element remains non-negotiable. No matter how much AI advances, guests still want real, human hospitality. The most successful hotels will blend AI efficiency with personalized service—using technology to enhance, not replace, human interactions.
We believe the future of hospitality labor will be defined by those who embrace technology strategically—not just to cut costs, but to create workplaces where employees thrive, and guests receive exceptional service.
Stay ahead of the curve by downloading the full ITB 2025 Labor Predictions Report.
About Unifocus
Unifocus is a global leader in workforce management technology, serving properties in 68 countries and 31 languages. Designed for hotels, Unifocus boosts hotel performance with intelligent analytics that automate labor budgeting and forecasting, delivering precise staffing levels and workloads by streamlining Planning & Scheduling, Time & Attendance, and Operations Management tools. Employees love the mobile app for seamless communication, with features like effortless shift swaps using the award-winning Shift Genius, and real-time prioritization of guest requests, housekeeping and maintenance tasks. Operational efficiency is accelerated with compliance alerts that allow managers to focus on what truly matters: maximizing guest satisfaction and fostering a productive, engaged workforce. Discover the future of hotel operations with Unifocus. Visit Unifocus.com today.
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