Bridging Technology and Humanity: The Impact of Digital and Emotional Intelligence on Hotel Management

Kékesi, Zoltan (2026) Bridging Technology and Humanity: The Impact of Digital and Emotional Intelligence on Hotel Management. In: Interdisciplinary Approaches to addressing the Opportunities and Challenges posed by Digitalization and Artificial Intelligence publication in progress. Budapesti Gazdaságtudományi Egyetem (BGE), Budapest, pp. 40-46. ISBN 9786156886309

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Abstract

This paper examines how Artificial Intelligence (AI) and Emotional Intelligence (EQ) work together to shape decision-making in hotel management. By looking at the link between AI data processing and human emotional skills, I aim to outline a responsible leadership model that effectively combines technology with interpersonal intuition. Managing a hotel requires navigating complex social dynamics involving guests, staff, and various stakeholders. While the rise of AI for behavioural analysis (Buhalis & Sinarta, 2019) often prompts people to question whether emotional intelligence is still needed, this analysis argues that both are indispensable. Using a cross-cultural lens focused on Hungary and the United Kingdom, the investigation examines how regional differences affect AI adoption and EQ development. Specifically, this work provides the theoretical foundation for my upcoming empirical study on the luxury five-star hotel sector, which is a field where the balance between high-tech efficiency and high-touch personal service is most critical. The proposed framework suggests that navigating digital transformation requires a dual competency in digital literacy and emotional management. This synergy is expected to enhance guest satisfaction and bolster staff commitment. Finally, the paper offers practical frameworks and ideas for education to encourage human-focused leadership in an increasingly automated hospitality industry.

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