Gulf News · 19 Sep, 03:00 · Business briefing

‘AI is not going to smile at you’: Rotana CEO on UAE hotels, recovery and growth

Rotana’s chief executive asserts that artificial intelligence will not replace the human element in hospitality, emphasising that genuine warmth and personal connection remain irreplaceable.

What it means for you ↓ Courses for this story

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The briefing

The story
in brief.

What happened, who it affects, and why it landed on our intelligence desk — in plain English, sixty seconds or less.

Rotana’s chief executive asserts that artificial intelligence will not replace the human element in hospitality, emphasising that genuine warmth and personal connection remain irreplaceable. The executive discusses the UAE hotel sector’s ongoing recovery and future growth strategies, highlighting that technology should augment, rather than substitute, guest interactions. This perspective challenges the narrative of total automation in service industries, suggesting that successful hospitality businesses must balance digital efficiency with authentic human engagement to maintain competitive advantage and customer loyalty in a recovering market.

Employer demand for AI in Hospitality skills — indexed growth since 2019
Indicative index of skill mentions in professional job postings for the field this story moves (2019 = 1)

Your move

What this means
for your career.

Every headline redistributes opportunity. Here is who this one rewards — and how to be on the right side of it.

You must recognise that technical proficiency alone is insufficient in hospitality; emotional intelligence now carries premium value. As AI handles transactional tasks, your ability to deliver personalised, empathetic service becomes your key differentiator. Prioritise developing soft skills like active listening and conflict resolution alongside digital literacy. If you work in guest relations or management, upskill in hybrid service models where technology supports human interaction rather than replacing it. Invest in courses that blend operational efficiency with people management. You should also monitor how AI tools are integrated into your workplace to ensure you remain relevant. Focus on roles requiring complex human judgement and relationship building, as these areas are least susceptible to automation. Proactively seek opportunities to demonstrate your unique human touch in every client interaction.

For this story, the fields that convert it into pay are AI in Hospitality, Tourism And Hospitality, Leadership and Human Resources — exactly the programmes matched below. The chart shows the indicative salary uplift certified professionals report in each of those fields; every one of them is a click away, from £79, finishing in as few as 20 days.

Indicative salary uplift in the fields matched to this story
Indicative ranges from published continuing-education salary studies, by field — each field is a recommended course below

Matched to this story

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