As Artificial Intelligence rapidly reshapes global industries, hospitality education is undergoing one of its most significant transformations yet. At the forefront of this shift is Dr Suborno Bose, Chairman of the International Institute of Hotel Management (IIHM), whose pioneering vision blends technology with empathy. Awarded The Economic Times AI Policy Leader of the Year 2025, Dr Bose has positioned IIHM as a global thought leader in responsible AI adoption for hospitality.
In this conversation, he shares how his philosophy of “High Tech, Higher Touch” is redefining learning, service excellence, and international collaboration. From AI-enabled classrooms and global knowledge exchanges to the ethical reimagining of guest experience, Dr Bose explains why the future of hospitality will be built not just on advanced intelligence, but on a deeply human heart.
Scroll down to read the full interview:
Q. You have described your philosophy as “High Tech, Higher Touch.” In an age when AI often feels impersonal, how do you ensure that technology in hospitality education deepens rather than diminishes the human connection?
A. “High Tech, Higher Touch” is not a slogan — it’s a safeguard. Technology should never sterilise hospitality; it should humanise it. At IIHM, we use AI to remove friction, not feeling; to amplify instinct, not replace intuition. Our students learn that algorithms can enhance efficiency, but empathy alone creates loyalty. So even as we design AI-enabled simulations and data-driven decision tools, we keep the classroom anchored in storytelling, ethics, and real human interaction.
Q. NamAIste – Hospitality GPT has been called a game-changer in the industry. Could you share how this innovation is transforming classroom learning and student engagement at IIHM?
A. NamAIste is our bridge between knowledge and imagination. It’s the world’s first Generative-AI knowledge engine built specifically for hospitality — Made in India, Made for the World.
Students use it as a 24×7 mentor that explains concepts, helps them design sustainable itineraries, and even practice interview responses. Faculty use it to update case studies and link global best practices instantly. It has turned learning from static to conversational, and students now think of AI not as a gadget but as a genuine collaborator in creativity.
Q. Integrating AI into hospitality is a bold and pioneering move. What were some of the biggest challenges you faced while introducing this shift, and how did you overcome resistance from traditional stakeholders?
A. Every disruption meets doubt. Some feared AI would replace teachers or de-personalise the classroom. We addressed this through demonstration, not debate. Once educators saw that AI could free them from repetitive tasks — grading quizzes, collating data — they realised it gave them more time for mentoring. Industry partners initially hesitated too, until they experienced how NamAIste delivers curated SOPs and analytics in seconds. When technology proves it can enhance the human role, resistance becomes respect.
Q. You often emphasize that AI in hospitality should stand for “Advanced Intelligence.” How do you foresee AI redefining service excellence, personalization, and guest experience in the next decade?
A. To me, “Advanced Intelligence” means intelligence with conscience. Tomorrow’s guest experience will blend prediction with perception — AI anticipating needs while humans interpret emotions. Imagine voice-enabled check-ins for the visually challenged, predictive F&B systems that eliminate food waste, or wearable devices that customise wellness for each traveller. That’s real service excellence: when data quietly deepens empathy.
Q. The Global Knowledge Sharing Declaration on AI in Hospitality brought together 50 countries and institutions. What outcomes or collaborations have emerged from this global alliance so far?
A. The Declaration has turned into a living network. Universities from Asia, Africa, and Europe are now sharing micro-curricula, research papers, and AI ethics frameworks. We’ve launched joint hackathons where students from different continents co-create sustainable-hospitality solutions. It’s proof that education can be collaborative, not competitive — a true global community of learning.
Q. As someone who has been shaping hospitality education for over three decades, how do you think the skill set of tomorrow’s hospitality professional will differ from that of today?
A. Yesterday’s graduate needed technical skills; tomorrow’s needs techno-emotional skills. Our students must read both data and people. AI literacy, sustainability analytics, and cross-cultural empathy will be as critical as culinary art or front-office management. At IIHM, we are nurturing “multi-lingual” professionals — fluent in the language of algorithms and in the language of compassion.
Q. Your books have explored sustainability and creativity in hospitality. How do you see sustainability and AI converging to create a more responsible and resilient global tourism ecosystem?
A. AI is the sustainability enabler we’ve been waiting for. It can track carbon footprints, manage energy use, and forecast supply-chain waste — but its moral compass must come from us. In The Art of Sustainable Hospitality and Harmonising Human Touch and AI, I wrote that AI may become the brain of hospitality, but the heart will always remain human. Only when conscience guides computation can tourism truly go green.
Q. The IIHM International Young Chef Olympiad and other youth initiatives have inspired thousands worldwide. What role do such platforms play in nurturing leadership and innovation among the next generation of hospitality professionals?
A. YCO is more than a culinary competition; it’s a classroom of cultures. Sixty nations cook, compete, and collaborate — learning diplomacy through food. For us, it’s a live lesson in diversity, sustainability, and digital storytelling. With AI now powering recipe analysis and zero-waste scoring, YCO 2026 will be the world’s first AI-enhanced global youth event in hospitality. Every young chef leaves not just with medals but with a mindset: collaborate to compete.
Q. With IIHM now recognized as a global thought leader, what are your future goals for expanding the institute’s global footprint and influence in the coming years?
A. Our next decade is about collaboration across continents. We’re introducing “AI Campus Clouds” that let students in Samarkand or Singapore access the same NamAIste knowledge engine as those in Kolkata. We’ll continue building India’s soft-power brand — an education system that teaches the world how to marry technology with humanity.
Q. Lastly, what message would you like to share with young students entering the world of hospitality, especially those navigating the intersection of tradition, technology, and human connection?
A. Remember this: hospitality is not a career; it’s a consciousness. AI may power your service, but empathy will always power your success. Be curious, be courageous, and let compassion be your code. Because progress will never be measured by how smart our machines become — but by how much more human we remain.
x
.jpg)
