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Purpose The purpose of this paper is to examine the broader impact of artificial intelligence (AI) on the general and hospitality workforce and provide insights into the future of hospitality work alongside AI development. Design/methodology/approach The analysis was drawn upon evidence from academic literature, industry reports and the authors’ insights. A micro–meso–macro analytical framework was used to guide the analysis and develop key propositions. Findings The findings highlight the multifaceted impacts of AI on the workforce at different levels. The interconnections with key constructs in workforce development and organizational behavior literature are revealed. The findings also offer both forward-looking research directions and practical strategies for navigating AI-driven transformations. Practical implications Given AI’s profound influence on job structures and skill requirements, stakeholders must proactively design adaptive, inclusive and resilient work environments. A comprehensive approach is essential to ensure equitable access to AI benefits, safeguard workers’ well-being and support continuous learning and workforce adaptability. Originality/value This paper provides a critical reflection on how AI is reshaping the future of work across sectors, especially within knowledge-intensive and service-oriented industries. It proposes actionable insights for addressing current labor market challenges and outlines a roadmap for future research.
Liu-Lastres et al. (Thu,) studied this question.