EHL researchers say human connection skills will grow more valuable as AI transforms service industries
As AI takes over routine service tasks, researchers from EHL hospitality school argue that skills like empathy, judgment and human connection will become more important. Their study identifies 30 leadership sub-skills, with self-leadership as a baseline and human connection as the differentiator.
As digital assistants and AI handle more routine transactions in hospitality and other service industries, researchers at Swiss-based EHL argue that distinctly human abilities will become increasingly valuable. Dr Sowon Kim and Dr Maggie Chen, faculty researchers at EHL, say skills such as judging what a situation calls for, understanding what people need and building genuine connections will set leaders apart as technology transforms service delivery.
Dr Kim co-authored the Hospitality Leadership Skills: Executive Insights Report with Dr Bertrand Audrin. Drawing on four decades of research and a panel of 22 senior industry executives, the report identifies 30 leadership sub-skills across four domains: self-leadership, human connection, hospitality business and future-ready capabilities. Self-leadership, which includes recognising one's blind spots, acting in line with personal values and remaining steady through disruption, is described as the price of entry to good leadership rather than what sets leaders apart.
Human connection enables leaders to put their capabilities into practice through others. Dr Kim said a leader can have a clear strategy and deep business expertise, but if they cannot communicate in a way others understand and make them feel seen, heard and valued, none of it reaches the people they lead. She gave the example of two general managers: one reviving a struggling hotel must steady an unsettled team through difficult conversations, while the other launching a new property must win the confidence of owners, new hires and partners. She argued that leadership must be understood in context, not measured against a fixed checklist.
Dr Chen, associate professor of marketing at EHL, said that as digitalisation accelerates, people may find themselves craving deeper emotional connections. The Hospitality Outlook Report 2026 notes that employees' priorities have evolved, particularly among Gen Z workers seeking greater purpose, inclusion and well-being. One approach to giving employees more autonomy while engaging customers more deeply is to create immersive experiences where customers co-create the experience, involving as many senses as possible to generate emotions and memories.
Dr Achim Schmitt, dean of EHL Hospitality Business School and incoming CEO of EHL Group, said knowledge alone does not make a leader. The ability to listen, connect with others, make sound decisions and adapt is what turns knowledge into impact. At EHL Campus Singapore, executive education courses in hospitality, tourism and related industries are developed in partnership with SMU Academy and the Singapore Tourism Board, covering data analytics, sustainability, human skills development and leadership.
