AI can help hotels understand guest preferences and manage their operations. But when a guest needs help, a meal is served, or an event takes place, the experience still depends on people.
Industry Advisory Board members and representatives from INTI’s School of Hospitality gather after the session at INTI International College Subang.
That was a central point at INTI’s Industry Advisory Board (IAB) on Hospitality, held on 15 September 2026 at INTI International College Subang. Hoteliers, event managers and culinary specialists joined academics and representatives from the School of Hospitality at INTI’s Subang and Penang colleges to discuss how education can prepare graduates for changes in the industry.
Delivering the keynote address, Isaac Raj, Chief Executive Officer of the Malaysian Association of Hotels, reflected on how technology has changed the sector while personal service has remained essential.
“AI has fundamentally changed how we operate on the computers, but it should not change how we add human touch to how we interact with our customers, to the food we serve, to the events we host,” he said.
Isaac Raj, Chief Executive Officer of the Malaysian Association of Hotels, spoke about the continuing importance of personal service as hotels adopt AI.
AI can support data analysis, automation and forecasting, Isaac noted. Graduates also need the practical skills to handle daily operations and respond to guests with care and good judgement.
“We should not just prepare students for the jobs that exist today, but also for an industry that is vastly expanding,” he said.
Participants discussed the importance of hands-on training across areas such as front office, housekeeping, food and beverage, and culinary operations. They also considered how technology could help hotels manage energy, water and waste while improving productivity and the guest experience.
For Noralif Haiqal Ahmad, Learning and Development Manager at The St. Regis Kuala Lumpur, the challenge is to help graduates use technology without losing sight of the people they serve.
“Human touch plus AI readiness equals future-ready graduates,” he said. “AI cannot replace us as humans, but it can help us in understanding current human behaviours, how we can communicate better, and how we can cater to their preferences. But whatever it is, hospitality still needs people to serve people.”
Noralif Haiqal Ahmad, Learning and Development Manager at The St. Regis Kuala Lumpur, shared his group’s views on AI and the skills future hospitality graduates will need.
The IAB allows INTI’s academic teams to hear directly from industry professionals about changing workplace needs. Those conversations can help keep hospitality education connected to the work graduates will encounter, from day-to-day service to the growing use of technology in hotel operations.
The discussion pointed to a clear priority: graduates need to be comfortable with new tools, capable in their work and attentive to the people in front of them.