2026 HR Priorities: Turning AI Hype into Human Results
Technology Matters—But People Matter More
After three decades in luxury hospitality, one lesson has never changed: technology can improve efficiency, but people create loyalty. No guest returns because of a booking system—they return because someone remembered their name, anticipated their needs, and made them feel valued. As AI becomes central to how organisations operate in 2026, that principle is more important than ever.
AI can streamline work and unlock new capabilities. But if introduced poorly, it can create confusion, anxiety, and mistrust. HR must ensure AI becomes a tool for progress, not a source of disengagement.
Co-Leading AI Transformation with Purpose
AI projects often begin in technology teams, with HR brought in late. This approach damages trust. HR must co-lead from the start—helping design the human journey, shaping communication, and setting ethical boundaries.
Employees want clarity: what’s changing, how it affects their work, and what support they’ll receive. In my experience, honest conversations build more confidence than polished slide decks. When people feel included, adoption rises, and resistance fades.
Reinvesting the Time AI Creates
AI can free more than 100 hours per employee each year by reducing repetitive administration. But savings only matter if they’re reinvested wisely.
The wrong approach is immediate headcount cuts, which often leads to rehiring and poorer service. A better approach is to reinvest the saved time into learning, wellbeing, and service innovation. In one property, we built weekly learning blocks into the schedule—engagement rose, managers felt more confident, and guest feedback improved. AI should enable growth, not pressure.
HR Must Shift from Silos to Outcomes
Traditional HR structures—linear handoffs between recruitment, learning, and performance—cannot keep up with AI’s pace. Outcome-based teams work better: small cross-functional squads focused on a single goal.
When we redesigned onboarding this way, we cut time to competence, halved early attrition, and improved guest satisfaction within three months. AI insights will make these outcome teams even more effective.
From Headcount to Skill Count
Value no longer comes from headcount; it comes from skills. Across my career, hidden skills transformed outcomes—a night porter with design expertise, a multilingual housekeeper who bridged communication gaps. Skills rarely appear on reports, yet they matter daily.
AI can help map, predict, and redeploy skills at scale. But a supportive culture is needed for those skills to be used. Leaders must reward curiosity, encourage skill application, and create adaptable roles.
Building AI Fluency Within HR
AI fluency doesn’t require coding. It requires confidence—knowing how to use tools responsibly, challenge assumptions, and communicate clearly. The best way to build this is through real use cases, not theory. Let HR teams experiment with AI in real workflows, discuss what works, and combine it with clear ethical guardrails around bias and transparency.
Culture Is Still the Engine of Performance
Every forecast for 2026 emphasises culture, purpose, and well-being. These aren’t trends—they’re performance fundamentals.
Guests feel when teams are engaged. Employees stay when they trust their leaders. Innovation grows when people feel their work has meaning. Younger generations expect pay, flexibility, culture, and purpose as a combined experience, not separate benefits.
Preparing for the Rise of AI Agents
AI agents can complete multi-step tasks and collaborate with each other. In finance they analyse data; in hospitality they will soon support logistics, scheduling, and reporting. Humans will focus more on empathy, judgement, and creativity. Leaders must define which tasks AI should handle and where human oversight is essential.
Supporting Managers and HR Teams
Managers will lead hybrid teams where humans and AI work side by side. They need simple playbooks, frequent learning sprints, and strong support from above. HR itself must also be protected from burnout; the workload has grown significantly, and under-resourcing HR erodes the very wellbeing it is meant to champion.
Benefits That Reflect Real Life
Modern benefits signal organisational values. Employees expect personalised support across family life, financial wellbeing, mental health, and sustainability. Paid parental leave, backup childcare, eldercare support, flexible work, and meaningful environmental commitments are becoming baseline expectations.
A Practical 90-Day Plan for HR
Month 1:
Establish a joint HR–IT steering rhythm
Publish a clear map of role and skill changes
Run one meaningful AI pilot with transparent measures
Month 2:
Form a cross-functional squad focused on a priority outcome
Begin an AI fluency sprint for HR and managers
Set a rule for reinvesting time saved
Month 3:
Share pilot results openly with staff
Build a basic skills inventory
Publish ethical guardrails around AI use
The Real Message
AI will not fix a broken culture. It amplifies whatever already exists. That’s why 2026 is not about chasing new tools but aligning technology with human-centred leadership. When clarity, purpose, and care lead the way, AI becomes a catalyst—helping organisations build workplaces where people stay longer, perform better, and take pride in belonging.
