As artificial intelligence changes hospitality, new research from The Collins College of Hospitality Management asks an important question: Could AI help make work more meaningful for employees?
Professor Wan Yang, Ph.D., and co-authors Patrick Lee and Yao-Chin Wang received the Best Paper Award at The Global Conference on Technology and AI in Hospitality and Tourism (GLOTECH) 2026 in San Diego for their study, “Mindfulness in the Age of AI: When Routine Work Backfires in Hospitality.”
AI is already being used in hospitality to handle routine guest inquiries, improve efficiency and support guest service. But Yang and her colleagues are looking beyond what the technology can do for operations. Their research considers a different question: What could AI mean for the well-being of hospitality employees?
The study looks at what can happen when employees become too accustomed to the same work routines. While experience and familiarity can improve efficiency, repeating the same tasks over time may also reduce employees’ attention and engagement.
Yang’s research suggests AI could give hospitality leaders an opportunity to rethink that routine work. AI could take on selected repetitive or administrative tasks, giving employees more time for meaningful guest interactions, problem-solving and professional growth. Organizations could also provide AI training and present the technology as an opportunity for career development.
“The real opportunity for AI isn’t just to make hospitality work more efficient. It’s to make the work itself more meaningful,” Yang said.
At GLOTECH, Yang also served as a panelist for the keynote session, “Curating the Perfect Stay: AI, Hyper-Personalization, and the Future of Luxury Guest Experience.” The discussion explored how AI can personalize luxury hospitality while preserving authenticity, human connection and meaningful guest experiences.
Together, Yang’s research and industry discussion point to a larger opportunity for hospitality leaders: using new technology not just to change how work gets done, but to strengthen the human connections at the heart of hospitality.
