HOSPA
be upheld. Consumer demands have shifted. The days of ‘learning on the job’ being sufficient are disappearing. Hospitality professionals must now be equipped with formal skills in revenue optimisation, finance, asset management, technology systems and operational leadership, while also being prepared to update that knowledge continuously.
The role of formal training This shifting landscape is why HOSPA’s programmes have never been more important. Under the guidance of our head of learning and development, Janel Clark, our online courses offer qualifications in disciplines that are fundamental to commercial success. Our approach is deliberately flexible, allowing learners to study alongside their work commitments, and our tutors – industry experts like Clark, and Yaneal Patel, Alex Slors and Michelle Wells – bring deep, real-world insight to every module. There’s a reason why our graduates leave not only with improved skills but also with enhanced confidence and renewed motivation. The learning journey offered by HOSPA isn’t simply academic. It is a practical, career-defining experience that helps people better understand their roles to help them contribute more to their organisations and set ambitious goals for the future. As Murray mentioned in his graduation address, the courses also give learners the ability to communicate financial and operational performance more clearly. In too many businesses, key commercial data still sits in silos. Sharing it across departments – and equipping leaders at all levels to forecast and budget while reporting effectively – creates stronger, more agile operations.
Technology, AI and the changing skill set The need for professional development is also being driven by the growing influence of technology. Artificial intelligence is starting to reshape the way hospitality functions. From chatbots and smart systems to dynamic pricing tools and predictive analytics, the applications are growing by the day. One thing we can be sure of is that people will always be a necessity in most hospitality settings. The personal, empathetic welcome smile cannot be replaced by even the most sophisticated robot. At last year’s HOSPACE conference, AI was a central topic of debate. We heard from leaders across the industry who discussed both the possibilities and the pitfalls. There’s no doubt that automation can help eliminate inefficiencies and reduce errors. In some cases, guests may even prefer the speed and simplicity that automation provides. But there’s also a clear need to maintain the emotional intelligence and discretion that defines great service.
This is where I believe the human element must remain central. The BBC recently explored the future
Hotel Management International /
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of AI in the workplace, highlighting concerns that many jobs may be replaced or radically altered. In hospitality, we’re not immune to that trend – but we are uniquely positioned to respond. Unlike other industries, ours is fundamentally people-focused. AI can support us, but it cannot replicate the intuition and empathy that hospitality demands.
Celebrating professional development and industry progression at The Savoy, where HOSPA graduates come together to mark their achievements.
“There’s a reason why our graduates leave not only with improved skills but also with enhanced confidence and renewed motivation.”
Professionals do need to be comfortable working alongside AI systems and other forms of technology. This includes understanding how to interpret data and manage digital tools while applying insights in a way that enhances guest satisfaction. Professional development must therefore evolve to reflect this new reality, and at HOSPA we are committed to ensuring our programmes stay current and accessible and, above all, relevant.
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