Brief
Hilton emphasizes human touch as AI use expands in hotels
Hilton’s HR chief says the hotel group is using AI to boost service while reassuring staff who fear job loss.
By Felo News Desk · Published
Hilton is rolling out more artificial‑intelligence tools across back‑office and guest‑facing functions, but senior HR leader Steve Ryan told Fortune the company wants the technology to enhance, not replace, human interaction.
What happened
Over the past year Hilton introduced an AI chatbot on its website to help travellers plan trips and has been integrating AI into internal processes. The move comes as a survey by King’s College London’s Institute for Artificial Intelligence and Policy found that 69% of UK workers worry about AI‑driven job losses, and Anthropic’s chief executive warned that AI could make up to half of entry‑level white‑collar roles redundant.
What the reports add
Fortune notes that the hospitality giant’s people‑centric culture helped it claim the No. 1 spot on Fortune’s 2026 list of the 100 Best Companies to Work For – Europe, overtaking logistics firm DHL. In the United Kingdom, 92% of Hilton employees rated the firm a “great place to work.” The article also cites the King’s College survey as evidence of broader AI anxiety among workers.
What was said
Steve Ryan, senior vice‑president of HR for Europe, the Middle East and Africa, said, “Nothing is a substitute for the human touch, and our team members appreciate that.” He added that open communication about technology helps allay fears, noting, “We talk openly about using technology to enable even more focus on the guest experience, so I think that helps to allay fears.”
How it came about
Hilton’s AI expansion follows industry‑wide concerns about automation’s impact on employment. The company’s strategy mirrors earlier calls for skill‑centric education, such as Telangana’s minister urging universities to align curricula with fast‑changing technology, a trend reported by Felo News on 2026‑10‑04. By positioning AI as a tool for staff rather than a replacement, Hilton hopes to maintain its reputation as a top employer while addressing the anxiety highlighted in the King’s College study.
Key facts
- Hilton introduced an AI chatbot on its website to assist customers with trip planning. (fortune.com)
- Steve Ryan said AI is meant to enhance, not replace, human interaction in hotels. (fortune.com)
- 92% of Hilton’s UK employees rated the company a “great place to work.” (fortune.com)
- Hilton topped Fortune’s 2026 list of the 100 Best Companies to Work For – Europe. (fortune.com)
- A King’s College London survey found 69% of UK workers fear AI‑driven job losses. (fortune.com)
Sources
- [1] fortune.com — originally reported as “Hilton is betting on people in an industry that can’t afford to lose them”
