This article was written as part of HFTP Digital Horizons 360 Symposium in Palma de Mallorca and also appeared in the inaugural issue of HFTPs magazine TechFin Hospitality.
As technology is becoming gradually more important in hospitality, the industry is facing a significant challenge: a shortage of skilled IT professionals capable of navigating the complexities of modern day technology. Developing IT talent has become a pressing concern for hotels and resorts worldwide as they strive to harness the full potential of digital innovation.
One of the primary issues facing the hospitality industry is the competition for tech talent. With the rise of e-commerce, fintech, and big tech companies, skilled IT professionals are in high demand across various sectors, leading to intense competition for top talent. Hospitality companies often struggle to compete with the lucrative salaries and benefits offered by tech giants, making it challenging to attract and retain skilled IT professionals.
A reputation problem is making the recruitment even more difficult, since the perception of the hospitality industry as a tech-savvy career destination is often lacking. Many young professionals may not view hospitality as a tech-driven industry, leading to a limited pool of candidates with the requisite skills and expertise. As a result, hotels and resorts face difficulties in recruiting IT talent with the necessary technical proficiency and industry-specific knowledge.
The shortage of skilled IT workers also exacerbates cybersecurity concerns within the hospitality industry. With cyber threats on the rise, hotels and resorts must invest in robust cybersecurity measures to protect guest data and safeguard against potential breaches. However, without adequate IT talent to implement and manage these security protocols, hotels may find themselves vulnerable to cyber attacks and data breaches, risking damage to their reputation and financial losses.
Investing in tech talent development
The rapid pace of technological change also poses challenges for IT professionals within the hospitality sector. Keeping up with emerging technologies and trends requires continuous learning and professional development, yet many IT departments struggle to allocate sufficient resources for training and upskilling.
As new technologies like artificial intelligence, cloud computing, and data analytics reshape the hospitality landscape, IT professionals must adapt and acquire new skills to remain relevant and effective in their roles.
“When we look at hospitality, we look at food and beverage, rooms, wellness, marketing, sales, banqueting. You go to hotel school to become a general manager, not an IT manager, so why do we think we can find IT specialists in hotel schools? Let’s look at where the IT people in this industry come from.”
Normally they come from within an organization having shown a flair for technology, he says, and that he thinks is a model that the industry should be using.
“A housekeeper, a restaurant manager, a concierge – if we see them and they want to pursue IT, then we need to be prepared to provide the training, the development and the exposure to the technical side of the operation and give them a chance. And if we are still struggling, let’s get into the technical colleges and talk about the huge benefits of a career in hospitality, instead of a career in a bank!”
More diversity needed in IT
Promoting the hospitality industry as a rewarding and tech-driven career path can help attract more young professionals to IT roles within the sector. Highlighting the opportunities for innovation, creativity, and career advancement in hospitality technology can inspire tech-savvy individuals to pursue careers in the industry, contributing to a more diverse and skilled workforce. Keyword diversity: Deloitte reports that of the large global technology firms, the average overall female representation was at 33% in 2022. That's up two percentage points from 2019. That means, the ratio of men to women in tech is about 3:1, which leaves some serious room for improvement to create a more diverse workforce.
On the long run developing IT talent in the hospitality industry is essential for driving digital innovation and also for enhancing guest experiences. By investing in talent development initiatives and promoting the industry as a tech-driven career destination, the hospitality sector can overcome these challenges and thrive in an increasingly digital and competitive environment.
