HRM in Tourism & Hospitality: AI and Digitalization During COVID

This report examines the integration of Artificial Intelligence (AI) and digital technologies within Human Resource Management (HRM), particularly in the context of the tourism and hospitality industry and the impact of the COVID-19 pandemic. The report provides an executive summary, acknowledges the contributors, and outlines the structure of the report, including an introduction to AI and digitalization. It delves into the applications of AI, such as facial recognition, robots, and virtual reality, and discusses the challenges and opportunities of implementing these technologies in HRM. Real-world examples and applications are considered, with a focus on recruitment, training and development, career paths, and performance appraisal. The report highlights how AI and digital technologies have helped different sectors combat the pandemic, and the incorporation of these technologies in the HRM sector. The report concludes with references to support the information presented.

HRM for the Tourism and Hospitality
COVID PANDEMIC EDITION
ARTIFICIAL INTELLIGENCE AND
DIGITALIZATION IN HUMAN
RESOURCE
MEHESS Purvashi 2003_18820
RAMROOCH Toolseeta 20060
KISTO Vimarsh 2003_18729
FOKEERAH Ajitesh 2003_18722
MUHUN Yodish 2003_18996
SUNASSEE Tejanand 2003_18744

EXECUTIVE SUMMARY
This report is based on the use of Artificial Intelligence (AI) and Digital Technologies during the
Covid Pandemic. We have elaborated on how the incorporation of Artificial Intelligence and
Digitalization will be a prospect and challenge in Human Resource. Modern Technologies being
used in today’s era have been described.
It also focusses on how Artificial Intelligence and Digital Technologies have helped different
sectors to combat the Covid-19 Pandemic. Moreover, we have explained the introduction of these
technologies in the Human Resource sector of the Tourism and Hospitality Industry. To facilitate
your understanding, real life examples and applications have been considered and illustrated.
All information, facts and figures available in this report have been correctly researched and
confirmed. References have been provided as an evidence.
ACKNOWLEDGEMENT
This is a group report and it has been prepared equally by six team members of BTHM/20A/FT
namely KISTO Vimarsh, FOKEERAH Ajitesh, MUHUN Yodish, SUNASSEE Tejanand,
MEHESS Purvashi and RAMROOCH Toolseeta. The completion of this report could not have
been accomplished without the support of our team members.
We would also like to express our sincere thanks and gratitude to our HRM for the Tourism and
Hospitality Industry Lecturer, Mrs Seebaluck Vanessa for providing us with lecture notes,
knowledge and guidelines.

TABLE OF CONTENTS
1.0 INTRODUCTION
2.0 THE “IT” AND “IN” THING OF ARTIFICIAL INTELLIGENCE AND
……...DIGITALIZATION SINCE COVID PANDEMIC
3.0 THE INCORPORATION OF ARTIFICIAL INTELLIGENCE AND DIGITAL
……...TECHNOLOGIES IN HUMAN RESOURCE AND THEIR CURRENT AND
……...FUTURE PROSPECTS
3.1. Artificial Intelligence in Tourism
3.2. Facial Recognition
3.3. Robots
3.4. Virtual Reality
4.0 THE CHALLENGES OF IMPLEMENTING ARTIFICIAL INTELLIGENCECE
…… AND DIGITAL TECHNOLOGIES IN HUMAN RESOURCE
5.0 OPPORTUNITIES OF INCORPORATING ARTIFICIAL INTELLIGENCE ……
……..AND DIGITAL TECHNOLOGIES IN HUMAN RESOURCE
5.1. Recruitment
5.2. Training and Development
5.3. Career Path
5.4. Performance Appraisal
6.0 CONCLUSION
REFERENCES
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1.0 INTRODUCTION
Artificial Intelligence (AI) refers to the simulation of human intelligence in machines that
are programmed to think like humans and imitate their behaviour. The term can also be used
for any machine that exhibits characteristics related to human thinking, such as learning and
problem solving. The ideal feature of Artificial intelligence is its best ability to rationalize
and take actions to achieve specific goals. A subset of artificial intelligence is machine
learning, which refers to the concept that computer programs can automatically learn from
new data and adapt to new data without human assistance. Deep learning technology makes
this kind of machine learning possible by absorbing large amounts of unstructured data (such
as text, images, or videos).
Digitization refers to the use of digital technology and digitized data to enable or improve
processes. For example, in a microprocessor-based system, such as PLC logic or PID control,
or batch sequential logic, it is very simple. During the process, the automatic closing of May
also be more complicated, such as a transmitter error in the ERP maintenance system that
generates a work order for maintenance technicians. Digitization can increase productivity
and efficiency while reducing costs. Digitization can improve existing business processes or
processes, but will not change or transform them. In other words, a process from a human-
driven event or a series of events to a software-driven process is required.
The unprecedented turmoil and challenges that the world is facing due to the outbreak of the
novel coronavirus (Covid-19) since 2019 has compelled government bodies, businesses and
individuals to explore and adopt Artificial Intelligence (AI) and digital technologies to ensure
smooth running of the daily activities. With the application of lockdown measures and
limitations of movement to contain the virus, AI and digital technologies have become THE
big enabler to sustainability.

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2.0 THE “IT” AND “IN” THING OF ARTIFICIAL INTELLIGENCE AND
…….DIGITALIZATION SINCE COVID PANDEMIC
As well as being a serious threat to people’s health, the novel coronavirus (COVID-19) presents
challenges to people and organisations around the globe, and Mauritius is no exception. COVID -
19 has completely changed our economic and social environments and behaviours.
The unprecedented turmoil and challenges that the world is facing due to the outbreak of the novel
coronavirus (Covid-19) since 2019 has compelled government bodies, businesses and individuals
to explore and adopt Artificial Intelligence (AI) and digital technologies to ensure smooth running
of the daily activities. With the application of lockdown measures and limitations of movement
to contain the virus, AI and digital technologies have become THE big enabler to sustainability.
Artificial Intelligence, also known as Machine Intelligence, is intelligence demonstrated by
machines by mimicking the way a person thinks in its way of learning and problem solving. It is
the ability of a machine to display human-like capabilities such as reasoning, learning, planning
and creativity. While digital technologies are electronic tools, systems, devices and resources that
generate, store or process data. Well known examples include social media, online games,
multimedia and mobile phones.
Artificial Intelligence and digital technologies, have both helped organisations and individuals
enormously in and during the Covid 19 pandemic.
To start with the education sector, students and educators have adopted a mixture of both Artificial
Intelligence and digital technologies to enable continuous learning process while staying at home.
Online platforms have connected educators and students through video-based devices like Zoom
and WhatsApp to their schools during the closures to contain the spread of Covid-19. At the
primary education level, arrangements have been made by the Ministry of Education with the
Mauritius Broadcasting Corporation to enable students to follow classes through television
channels. At the secondary level also, the same system has been adopted and educators and
students have embraced online so as not to hamper the education.

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Work professionals have become a very unique group of technology users during the pandemic.
Employees of different sectors, from all walks of life have continued working remotely by using
digital technologies during COVID-19. From the work perspective, most of the time, Artificial
Intelligence and digital technologies are being used and the work professionals are acting as both
providers and receivers. For example, an employee gets direction from his supervisor while also
needing to report his work by using Zoom. Meetings, presentations and interviews have been held
through video conferencing. Around the globe, businesses are bringing their teams together face-
to-face with video conferencing and screen sharing on electronic devices through digital
platforms.
During the Covid 19 pandemic, Artificial Intelligence and digital technology have made it possible
for shops to provide new products and services at the doors of the households. Businesses and
individuals have both widely used a mixture of both technologies for online shopping, payments
and delivery. The most noteworthy benefits have been payments made by individuals through
credit cards, debit cards, and mobile payments with services like MauCAS, My. T Money,
JuicebyMCB, Emtel Cash and Filao card system. Artificial Intelligence and digital technologies
have relieved the people around the globe from the stresses of Covid 19 confinement and
lockdowns.
Digital technologies and Artificial Intelligence in the health care have made it possible for
consumers to use portable devices to access their medical information, monitor their vital signs,
take rests at home and carry out a wide range of tasks while staying at home during the Covid-19
pandemic. Patients have been remotely and continuously monitor each heartbeat, moment-to-
moment blood pressure readings, the rate and depth of breathing, body temperature, oxygen
concentration in the blood, glucose, activity with digital technologies. Appointments have been
made through mobile devices by using WhatsApp application. Pharmacies have been providing
medicines online using and payments also have been effected through transfer of digital
information. Digital thermometers are being used to check the temperatures of all beings prior to
having access to any building. The Ministry of Health and Wellness has made use of various
technologies with easy to use applications to provide up to date information on the evolution of
the virus around the world and in the country.

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Artificial Intelligence and digital technologies have helped people of all age groups; elders,
teenagers, youngsters and kids during the lockdown periods. Applications like YouTube, Viber,
WhatsApp, Facebook, Instagram, Twitter, Messenger and Snapchat in the smart phones have kept
everyone busy. These applications and smartphones have helped to bring relatives and friends
around the world together. Children while staying home have stayed busy with plays and games.
Furthermore, since no cultural programmes were allowed and religious places were kept open
during lockdown periods due to Covid-19 pandemic, religious prayers were shown in smart
phones.
Digital innovations are disrupting all traditional services, and many of the innovations are also
helping in improving the life of the citizen. Technology can bring the changes, and application of
several technologies in many parts of the world have already shown tangible fruits that they do
work and they do bring the results that were expected of them. The whole world has been hit by
the novel corona virus pandemic but however with the coming of Artificial Intelligence and digital
technologies, government bodies, organisations, businesses and individuals have been able to cope
with the situation. We people have to continuously adapt to the new technologies for business
continuity in all sectors and in the daily life of people of different age groups.

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3.0 INCORPORATING ARTIFICIAL INTELLIGENCE AND DIGITAL
………TECHNOLOGIES IN HUMAN RESOURCE WITH THEIR CURRENT AND
………FUTURE PROSPECTS
3.1. Artificial Intelligence in Tourism
There are a few new technologies that developed in the space of Artificial
Intelligence. These advancements were useful in conveying a novel encounter to
the clients. These technologies incorporate Facial Recognition advances, Virtual
Reality applications, Chatbots, Robots, Artificial Intelligence in Google Maps,
Language Translators, and so on. (Raul Villamarin Rodriguez 2021)
3.2. Facial Recognition
Facial Recognition is a utilization of AI innovation which is acquiring more
prominent significance and application across different businesses for shifted
purposes. Facial Recognition is being adjusted in the movement and the travel
industry additionally at a huge scope. For example, explorers need to go through a
rehashed set of complex cycles as examination of movement records by different
specialists like traditions, migration and air terminals. This complexity in the
process devours a great deal of valuable time, which further prompts a sort of
disappointment in the tourists. To alleviate these sorts of aggravations, Facial
Recognition innovations have become an integral factor. This innovation perceives
the face of the tourists, confirms it with the face in the archives and gives bother
free check-ins. By utilizing this technology, tourists can easily go through the
airport check-ins and any remaining station check-ins, without the record checks
by different specialists like immigration, customs, and so on. As a result, this help
for in future of managing human resource department. This innovation is presently
carried out by the ShoCard Organization for the carriers. (Rodriguez & Nagaraj
2021)

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3.3. Robots
The presentation of AI in the travel industry is a fact of the current period. For
example, a rumored Japanese tourism and hospitality organization Henn-a Hotel
has presented different sorts of robots in its labor force, including dinosaur robots.
These robots are liable for dealing with the front work area activities and accepting
visitors. Despite the fact that it may sound pretty peculiar, this is one of the models
that show the AI innovation has progressed significantly in the travel industry, and
it has far to go also. In this way, AI has presented a quiet unrest in the cordiality
and the travel industry that can't be overlooked. (Rodriguez &Nagaraj 2021)
3.4. Virtual Reality
Virtual reality advancements are ideal passages to travel and explore the concealed
areas already. Advertisers give the virtual excursion to the clients into the hotel and
the travel industry spots by banding together themselves with the hotel, the travel
industry spots (for example galleries, zoo parks and any remaining sporting spots).
In the new past, there are not many lodgings to be specific Marriott Hotel, Atlantis
Dubai Hotels who accomplice themselves with the advertisers to give the clients a
virtual encounter. Virtual Booking Interface permits the clients continuous,
mimicked insight of strolling through a plane and choosing the seat in the airplane.
Customers likewise select other services like taxi administration and make the
installment. This simple exhibit of booking the flight tickets and different services
as 3 D-recordings permit the clients to book without help from anyone else, without
moving toward any consultancies. This assists the aircrafts with turning into the
cutting edge retailers. Scarcely any organizations, for example, Navitaire carriers
utilize the services of virtual booking interface. (Rodriguez & Nagaraj 2020)

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In hospitality, the utilization of robots can be viewed as somewhat trickier on the grounds that they
would be needed to collaborate straightforwardly with people. The achievement of robots in the
hospitality business is reliant upon how agreeable the clients are while being taken care of by these
robots. robots were fundamentally utilized in gathering plants and manufacturing industry. They
didn't require communication abilities. They simply should have been ready to accomplish the
animal work. Be that as it may, with late turns of events, advanced mechanics has arrived at another
degree of adding things like sympathy, correspondence and others. This presents another degree
of challenge in artificial intelligence. Joined with the utilization of Internet of Things in artificial
intelligence, there is communication progressively, and tasks can be changed as regularly as
commonly in a solitary day, to suit clients. (2021, Starfleet Media)
The implementation of artificial intelligence is mostly being used in restaurants nowadays such as
in Chennai a restaurant called Momo is the first robot-themed restaurant that uses robots to serve
food. Restaurants are continually looking for approaches to diminish work costs, particularly given
that the lowest pay permitted by law has expanded in numerous states. Progressively, restaurants
are looking to artificial knowledge to address and conquer these difficulties. There are benefits in
utilizing it in restaurants and the proprietors need to attempt due persistence to choose which AI
innovation is correct (2019, Deputy team):
Investment Funds
Utilizing AI in restaurants diminishes the cost and stress related with recruiting and
overseeing people. Eatery proprietors at this point don't need to consider representatives
requiring get-always or taking wiped out downtime.
Effectiveness
Utilizing AI as robots in eateries could bring about a reliable encounter for clients. Where
robots are utilized to get ready food, they will make the suppers to determination without
fail.

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Less Missteps
Artificial intelligence can be utilized to computerize cycles to kill human blunder. Robots
that get ready food or attempt other administrative center capacities will not feel under
tension during busy times. Conversely, individuals are bound to commit errors when
working during an upsetting time.
Redundancy
Artificial intelligence can be utilized in eateries to do dreary and dull positions like prep
work. They are probably going to complete these errands quicker than people and
furthermore can perform multiple tasks without committing errors.
Restaurants keep on using this artificial intelligence as benefits exceed the impediments such as:
In California there is a based start-up Miso Robotics that gives AI robot solutions for kitchens.
This robot can assist with a few kitchen errands. Programming and sensors with cameras permit
the robot to screen significant parts of food arrangement, for example, temperature control.
In Japan, a technology uses a robot waiter where it can acknowledge client orders, suggest items
and take installment utilizing MasterCard and people may communicate with the robot.
McDonalds uses the smart kiosks which gives clients an approach to arrange food through a
digitized menu. AI controls smart kiosks where clients are select on given options like more salt
on fries or more sauce in burgers. Through this technology McDonald may diminish labor costs.
In China KFC makes use of facial recognition AI technology to anticipate clients' order. The
robotic system can suggest menu things dependent on a client's assessed age and mind-set. (2019,
Deputy team)

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4.0 THE CHALLENGES OF IMPLEMENTING ARTIFICIAL INTELLIGENCE AND
……...DIGITAL TECHNOLOGIES IN HUMAN RESOURCE
The tourism industry has used AI and digital technologies over decades but due to the Covid-19
pandemic, implementation of AI is receiving widespread attention. Studies showed that after the
pandemic AI is likely to substantively change the concept of tourism industry and tourist behavior.
The adoption of AI has numerous advantages that will boost the industry after the pandemic, but
the idea of the consequences and challenges that many have to face is still open to question. Even
though artificial intelligence has come a long way in recent years, the field is still in its infancy.
Many researchers are still working on the implementation of AI in the human resource field.
Data Privacy are issues that all companies interested in implementing AI would face. Since data
collected by the technology during interactions with users could be used for other purposes, there
is a chance of data privacy infringement. In addition, it is widely acknowledged that the effective
implementation of Artificial Intelligence and Robotics is dependent on the availability of various
types of data for the smooth operation of operations. As a result, one of the major factors
preventing the technology's implementation is the lack of appropriate quality evidence for the
technology to use in a real-world scenario.
The factor of maintenance and operation of the same is defined as another problematic element to
affect the business after analyzing the case of the latest technologies such as Artificial intelligence
and Robotics. Analysing the case of software, it can be identified that over the course of operations,
it is identified to introduce various bugs affecting the overall operations. Hence it requires regular
maintenance and monitoring for effectively adhering to the needs and requirements of the
company.
The financial cost associated with the adoption of AI is a vital factor. The ease of implementing
those new technologies has been a trend but it is a huge cost and complex to make it the priority
of investment for some organizations. There will be the need to keep up with the space of the
emerging new digital technologies so as to stand up the competition in the market. The cost of
installation, regular maintenance and failures are factors to be considered. Nevertheless, if those