How AI is assisting the hospitality industry with Dr. Naim Maadad, chief executive and founder of Gates Hospitality

How AI is assisting the hospitality industry with Dr. Naim Maadad, chief executive and founder of Gates Hospitality

ai hospitality

As hospitality evolves, AI presents a powerful opportunity to streamline operations, enhance service quality and elevate the guest experience. Dr. Naim Maadad, chief executive and founder of Gates Hospitality, tells us more.

The role of AI in reducing the operational burden

By nature, hospitality depends on the human touch; however, much of its daily operations still involve repetitive and manual processes. Consequently, AI presents an important opportunity to automate routine tasks like inventory tracking, scheduling and pre-arrival guest communication. Moreover, chatbots efficiently handle standard guest queries, such as booking details or menu options, without the need for direct human intervention. In addition, AI-powered rostering tools help ensure staff are scheduled optimally across shifts, improving coverage and reducing scheduling inefficiencies. As a result, these tools free up staff time, allowing more meaningful guest interactions while minimizing human error and increasing efficiency. Ultimately, such outcomes prove especially valuable in regions facing mounting labor shortages alongside steadily rising operational and overhead costs.

AI applications for the hospitality sector

One of AI’s most promising applications in hospitality is talent development, transforming traditional methods of training and growth. Tailored training modules, designed around a brand’s specific SOPs and tone, can now be efficiently created and updated. Furthermore, AI platforms allow for the seamless distribution and continuous enhancement of training content, keeping it relevant and current. These tools can visually replicate a venue’s layout and service style, offering location-specific training on key operational procedures. Additionally, AI can guide staff on sequence of service, opening and closing duties and even adjust customer interaction tone. As a result, AI promotes consistency, enhances onboarding for new hires and supports career growth for existing employees without overburdening managers.

Quality control through AI systems

AI’s ability to monitor and predict operational trends, therefore, enables businesses to achieve a significantly higher level of quality control. In hospitality, where guest experience hinges on precision, AI tools analyze data streams to flag anomalies and recommend timely corrective actions. Whether it’s kitchen bottlenecks during Saturday brunch or declining service speed, AI detects issues early to improve operational consistency and efficiency. Most importantly, AI acts as a supportive second pair of eyes, enhancing decision-making without replacing the vital role of human management.

Augmenting – not replacing – the human touch

While AI excels at delivering speed and standardization, it must still be applied with care, context and long-term brand sensitivity. Indeed, the essence of hospitality is, and must remain, profoundly human, rooted in warmth, emotional connection, empathy and meaningful interaction. Guests do not return purely for efficiency; rather, they remember how your team made them feel throughout their entire experience. Therefore, AI should never replace roles requiring emotional intelligence, cultural awareness, intuitive judgment or human-centered guest engagement and personalized service. Instead, AI’s true value lies in streamlining tasks, reducing admin load and empowering teams to focus more on genuine human connection.

Looking forward – adopting with intention

As with any technology, AI is only as effective as the intention behind its use and the individual programming it. For hospitality operators in the Middle East, a region where service expectations are high and cultural values play a key role in guest experience, the adoption of AI must remain rooted in people-first thinking. The opportunity lies not in replacing jobs but in elevating them, allowing talent to thrive in roles that reward creativity, empathy and service.

Naim Maadad

Naim Maadad,
chief executive
and founder of Gates Hospitality
gateshospitality.com
@gateshospitality
@naim.maadad

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