The hospitality industry is in the midst of a digital revolution. While much attention has been paid to how contactless and digital-first technologies are transforming the guest experience, an equally profound shift is underway behind the scenes—one that is redefining the employee experience in hotels, restaurants, and airlines. As the sector faces ongoing labor shortages and evolving workforce expectations, the adoption of digital tools is not just a matter of guest satisfaction, but a strategic imperative for staff productivity, engagement, and retention.
The pandemic accelerated the adoption of contactless technologies, from mobile check-in and digital room keys in hotels to touchless kiosks and mobile ordering in restaurants and airports. While these innovations were initially driven by health and safety concerns, they have quickly become the new standard for operational efficiency and guest convenience. However, their impact extends far beyond the customer journey.
Today’s hospitality workforce is navigating a landscape marked by high turnover, talent shortages, and rising expectations for flexibility and empowerment. Employees are no longer content with outdated systems, manual processes, or rigid roles. They seek workplaces that leverage technology to make their jobs easier, more meaningful, and more connected. For hospitality brands, investing in the digital employee experience is now essential to attract, retain, and motivate top talent.
Contactless technologies automate routine tasks, freeing staff from repetitive manual work and allowing them to focus on higher-value interactions. For example, mobile check-in and digital room keys reduce front desk congestion, enabling hotel staff to dedicate more time to personalized guest service or problem-solving. In restaurants, self-service kiosks and mobile ordering platforms minimize order errors and speed up service, allowing employees to manage more tables or focus on hospitality rather than transaction processing.
The shift to digital-first operations supports the creation of agile, multidisciplinary teams—sometimes called “pod models”—that can rapidly ideate, test, and implement new solutions. This approach, inspired by startup culture, empowers employees to collaborate across functions, experiment with new ideas, and respond quickly to changing guest needs. For instance, rapid response teams at leading airlines have been able to identify and automate cost-saving opportunities in a matter of days, demonstrating the power of nimble, cross-functional collaboration.
Digital platforms make it easier to onboard new employees, deliver just-in-time training, and upskill staff for new roles. Cloud-based employee ecosystems provide access to resources, schedules, and performance feedback from any device, reducing the learning curve and supporting continuous development. This is especially valuable in an industry where seasonal fluctuations and high turnover are common.
Integrated digital platforms unify communication across properties and departments, ensuring that staff receive timely updates on health protocols, operational changes, or guest preferences. Transparent, real-time communication builds trust and helps employees feel connected to the broader mission of the organization. It also enables managers to recognize achievements, gather feedback, and address concerns proactively.
Contactless technologies can help mitigate the impact of labor shortages by enabling leaner operations. Automation of check-in, payment, and service requests allows properties to operate efficiently with fewer staff, while still delivering high-quality guest experiences. For example, smart hotels leveraging robotics and automation have been able to operate with dramatically reduced headcounts—sometimes as few as two employees per property—while maintaining high service standards and reducing operating costs by up to 40%.
Publicis Sapient has partnered with leading hospitality brands to design and implement digital employee ecosystems that drive both operational excellence and staff satisfaction:
The future of hospitality is not just contactless—it’s connected. Brands that invest in digital employee ecosystems will be best positioned to:
At Publicis Sapient, we believe that the employee experience is the foundation of exceptional hospitality. By reimagining how technology empowers staff, we help our clients build organizations that are not only future-ready, but also places where people want to work and grow.
Ready to transform your employee experience and unlock new levels of productivity and retention? Let’s start a conversation.