The future of hospitality may be increasingly shaped by Artificial Intelligence, but the human element remains at the heart of the guest experience. Recognising this shift, the International Institute of Hotel Management (IIHM) has introduced EmpaTech, a new educational philosophy built around combining empathy with technology.

The approach comes at a time when AI is rapidly transforming the hospitality journey, from hotel discovery and reservations to personalised experiences, guest communication, service delivery and post-stay engagement.

While technology is making hospitality faster and more efficient, IIHM believes the qualities that create genuine emotional connections with guests remain uniquely human.

Combining Empathy with Technology

EmpaTech represents IIHM's vision for preparing hospitality professionals who can work confidently with emerging technologies while retaining the emotional intelligence and interpersonal skills that define exceptional hospitality.

According to IIHM, the guest journey consists of multiple ‘Moments of Truth’, beginning well before arrival and continuing through booking, check-in, dining, service interactions, check-out, feedback and loyalty engagement.

Artificial Intelligence can help make these interactions more seamless and personalised. However, empathy is what gives those interactions meaning.

Speaking about the philosophy, Dr. Suborno Bose, Founder, Chairman and Chief Mentor of IIHM, said: "Hospitality has always been about people. That truth will never change. Artificial Intelligence will continue to transform the way our industry operates, but it cannot replace kindness, compassion or genuine human understanding. At IIHM, we are not preparing students to compete with AI. We are preparing them to work intelligently alongside it, using technology to create even deeper human connections. That is the philosophy of EmpaTech. The future belongs to professionals who combine empathy with technology."

Dr. Bose highlighted the evolving role of hospitality professionals, noting that the industry is moving beyond efficient service delivery towards creating memorable and meaningful guest experiences.

While AI can anticipate preferences, analyse behaviour and automate repetitive tasks, human professionals remain essential for understanding emotions, responding sensitively and building lasting relationships.

Preparing Students for an AI-Driven Industry

IIHM believes hospitality education must evolve alongside the industry. Under the EmpaTech philosophy, students are encouraged to develop technological proficiency alongside communication, empathy, critical thinking, creativity and emotional intelligence.

Ms. Sanchari Chowdhury, Director, IIHM Bengaluru and Head – South Operations, IIHM, said: "Hospitality education can no longer focus only on operational excellence. Students must learn to understand people as deeply as they understand technology. EmpaTech encourages them to embrace innovation while strengthening the human qualities that guests value most care, empathy, communication and emotional intelligence. Our responsibility is to prepare graduates who are confident using advanced technologies without ever losing sight of the people they serve."

The philosophy builds on IIHM's long-standing ‘High Tech, Higher Touch’ approach, positioning technology and human interaction as complementary elements rather than competing forces.

Human Skills Gain Importance

As AI takes over an increasing number of routine and repetitive functions, IIHM believes the value of human-centric skills will become even more significant.

For students entering the hospitality industry, this means that future career success may depend not only on technical knowledge but also on the ability to communicate effectively, understand guest emotions, solve problems creatively and build meaningful relationships.

EmpaTech therefore positions AI as an enabler rather than a replacement for hospitality professionals.

The philosophy also offers a broader perspective for students and parents navigating an increasingly technology-driven employment landscape. Rather than simply eliminating opportunities, AI is expected to reshape the skills required across hospitality and create demand for professionals who can combine digital capabilities with human understanding.

Redefining Hospitality Education

The introduction of EmpaTech reflects IIHM's attempt to align hospitality education with the changing realities of the industry.

As hotels increasingly adopt AI-powered personalisation, automation, data analytics and digital guest engagement, hospitality professionals will need to understand both the technology behind these systems and the people they are designed to serve.

The central idea is straightforward: technology can make hospitality smarter, but empathy makes it human.

Through EmpaTech, IIHM aims to prepare a new generation of hospitality professionals capable of using Artificial Intelligence responsibly while preserving the human connection that remains one of the industry's strongest differentiators.

The future of hospitality, therefore, may not be about choosing between empathy and technology. It may be about bringing both together.

Restaurant Brands Asia Ltd. (RBA), the master franchisee of Burger King in India, has strengthened its association with the Indian Army by extending its partnership with the Army Central Welfare Fund (ACWF) and creating career opportunities for retired Army professionals through the Army Welfare Placement Organisation (AWPO).

The partnership with ACWF, which began on Republic Day 2026, received a strong response and enabled RBA to contribute more than ₹20 lakh towards the welfare fund. Following the response to the initiative, the company has decided to continue its support as an ongoing tradition, marking the partnership around two significant national occasions.

The initiative will continue on Independence Day, 15 August 2026, and Republic Day, 26 January 2027, further strengthening RBA's engagement with the armed forces community.

Expanding the initiative beyond financial support, RBA has also partnered with AWPO to create employment opportunities for retired Army professionals within its organisation. As part of the collaboration, four retired Army professionals joined RBA's Burger King India operations from 21 July 2026.

The initiative is aimed at providing veterans with opportunities to transition their professional experience and leadership capabilities into the retail and hospitality sector, while creating structured career pathways within RBA.

Commenting on the initiative, Rajeev Varman, Group CEO and Whole-time Director, Restaurant Brands Asia, said the company was proud to partner with both ACWF and AWPO and aimed to make a meaningful contribution to the country's armed forces community and their families.

Namrata Tiwari, Group Chief People Officer, Restaurant Brands Asia, highlighted the company's focus on creating long-term opportunities for those who have served the nation. She said the collaboration with AWPO reflects RBA's commitment to welcoming and integrating retired Army professionals into its workforce.

Major General Ajay Singh Chauhan, Shaurya Chakra, Sena Medal, MD, AWPO, said the partnership with Burger King represents another step towards empowering veterans, widows and wards through meaningful employment. He highlighted the professional competence, dedication and integrity that personnel bring to customer service and operations, adding that the collaboration creates structured career pathways into the retail and hospitality ecosystem.

The initiative reflects a broader approach to supporting the armed forces community through both welfare contributions and employment opportunities, while enabling veterans to continue their professional journeys after military service.

Key Highlights

• RBA's ACWF partnership began on Republic Day 2026.
• More than ₹20 lakh has been contributed to the fund.
• The partnership will continue through Republic Day 2027.
• RBA has partnered with AWPO for veteran employment.
• Four retired Army professionals joined Burger King India from 21 July 2026.
• The initiative creates career pathways for veterans in the retail and hospitality sector. 

The Tourism & Hospitality Skill Council (THSC) has entered into a strategic partnership with the Bharatiya Shiksha Board (BSB) to integrate industry-aligned vocational education into India's school ecosystem, supporting the implementation of the National Education Policy (NEP) 2020.

The Memorandum of Understanding (MoU) was exchanged at the Bharatiya Shiksha Board headquarters in New Delhi in the presence of Swami Ramdev, Founder Chairman of Bharatiya Shiksha Board; Dr. N. P. Singh (Retd. IAS), Executive Chairman; Shri R. P. Singh (Retd. IPS), Secretary; and senior representatives from participating Sector Skill Councils.

Under the partnership, THSC will serve as the Quality Assurance, Affiliation, Assessment and Certification Partner for vocational education programmes under the Bharatiya Shiksha Board. The council will support school affiliations, establish quality assurance mechanisms, conduct Training of Trainers (ToT), certify vocational trainers, facilitate NSQF-compliant assessments, issue joint skill certifications, and strengthen industry linkages to provide students with experiential learning opportunities.

Speaking at the event, Swami Ramdev said the collaboration marks the first instance of a national education board establishing such a comprehensive academic-industry partnership. He noted that the initiative aims to equip students with industry exposure, internships, practical training, and entrepreneurial opportunities across sectors including tourism and hospitality, IT, green jobs, handicrafts, and wellness.

Commenting on the partnership, Rajan Bahadur, CEO of Tourism & Hospitality Skill Council, described it as a significant step towards building a future-ready education ecosystem where academic learning is integrated with practical skills and industry exposure. He said the initiative would introduce tourism and hospitality education at the school level while equipping students with employability skills, entrepreneurial capabilities, and career pathways.

Bahadur further highlighted THSC's experience of working with 23 State School Boards and conducting over 80,000 student skill assessments annually, stating that the council's expertise in quality assurance, certification, and industry engagement would help create a scalable model for delivering vocational education across the country.

The collaboration aligns with Bharatiya Shiksha Board's vision of introducing NSQF-aligned vocational education for students from Classes IX to XII through industry-recognised courses, standardised assessments, internships, and experiential learning. The initiative aims to bridge the gap between classroom education and industry while ensuring equitable access to skill-based education for students in both urban and rural India.

The partnership reflects the shared commitment of THSC and Bharatiya Shiksha Board to create an education ecosystem that combines academic learning with industry-recognised skill certification, enabling students to transition smoothly into higher education, apprenticeships, employment, or entrepreneurship while contributing to the vision of Viksit Bharat 2047.