The Secret to Beating AI: Human Touch in a Tech-Driven World

The notion that automation will soon render many jobs obsolete has become a familiar refrain. As leaders like Elon Musk predict a future where work is optional, young professionals are scrambling to find career paths that won’t be disrupted by the rise of artificial intelligence. Amidst this anxiety, one industry stands out as surprisingly resilient: hospitality.

Kurt Alexander, president of Omni Hotels & Resorts, makes a compelling case for why hospitality is an AI-proof field. With over 50 properties across North America, Omni has seen firsthand how human skills are becoming more valuable in the age of automation. “We can teach you the hospitality business,” Alexander says, “but do you have an attitude and a willingness to serve people?” This emphasis on attitude and service orientation is music to the ears of business leaders who prioritize culture fit and willingness to learn over technical skills.

Alexander’s own journey into hospitality leadership is a testament to the power of unconventional paths. With a background in finance and accounting, he entered the hotel industry without prior hands-on experience. He spent his first year immersing himself in every aspect of the business, from checking guests into rooms to folding towels in laundry rooms. This approach reinforced his belief that resilience and work ethic still matter – a philosophy echoed by business leaders like Mark Cuban and Andy Jassy.

The latest U.S. Bureau of Labor Statistics data shows accommodation and food services having the highest job-opening rate, at 5.5%. From 2024 to 2034, BLS projects the sector will add over 553,000 jobs. In this industry, workers who stand out are those who know how to use technology thoughtfully while still bringing human judgment and curiosity to the table.

Alexander emphasizes the importance of integrity, self-awareness, and wisdom in hospitality professionals. He often asks candidates a revealing question: “What are some of the rough edges in your personality?” This willingness to answer candidly can say more about a person’s character than a polished résumé ever could. Alexander believes that these qualities – developed through relationships and real-world experiences – will become increasingly important in an AI-driven world.

The conversation around work-life balance is also ripe for reevaluation, according to Alexander. He rejects the notion that work and life are separate buckets competing against each other. Instead, he believes people should decide what matters most to them and accept the tradeoffs that come with those choices. “I think it’s a little bit of a fallacy to say, ‘You have work over here and then life over here, and striking a balance between those is what we strive for,’” he says.

As the world grapples with the implications of automation, Alexander’s prescription for success in an AI-powered world is refreshingly simple: human touch. By focusing on the qualities that make us uniquely human – empathy, creativity, and resilience – we can create careers that not only survive but thrive in a tech-driven landscape. The hospitality industry may be an unlikely hero in this story, but it’s one that deserves our attention and consideration. As Alexander so aptly puts it: “Hard work beats talent when talent doesn’t work hard. But if talent works hard, talent wins.”