Why Hospitality Still Needs People in an AI World

What happens when hospitality gets technology right? In this episode of the IT Naturally Podcast, Julie Bishop is joined by Jane Pendlebury, CEO of HOSPA, to explore how hotels and hospitality businesses are balancing technology, people and guest experience in 2026. From AI and automation to sustainability, cyber security and changing guest expectations, Jane shares what hospitality leaders are really talking about right now and why the best technology should free employees to focus on people, not replace them. The conversation covers: Why hospitality is under huge cost pressure in 2026 How AI and automation are changing hotel operations Why guest choice matters more than ever The role of culture in delivering exceptional hospitality Sustainability challenges for hotels and hospitality businesses What hospitality still gets wrong about technology Why cyber security and guest trust are critical The rise of experiential hospitality and local community connections Plus, Jane shares brilliant real-world examples from across the hospitality sector, including how some hotels are creating happier teams, better guest experiences and more sustainable operations. Find out more about HOSPA and connect with Jane via the links below. Connect with Jane on LinkedInFollow HOSPA on LinkedInHOSPA websiteVisit the IT Naturally websiteFollow IT Naturally on LinkedInConnect with Julie on LinkedIn