As the hospitality industry stands at the crossroads of transformation and tradition, HR is uniquely positioned to lead the way forward. In this thought-provoking message for International HR Day 2025, Sanjay Bose, Executive Vice President and Head – HR at ITC Hotels, shares how technology, empathy, and ESG will shape the next era of people strategy.
1. How do you see the role of HR evolving in the next five to ten years?
Over the next decade, HR won’t just adapt to change—it will lead it. Let me use three lenses I see shaping our journey:
First, technology is our ally, not a replacement. AI and analytics will automate routine tasks, yes, but their real power lies in predicting talent gaps, personalizing growth paths, and creating smarter workplaces. Imagine systems that nudge managers to check in on a stressed team member or recommend upskilling programs before skills become obsolete. That’s the future we’re building.
Second, the “human” in HR will matter more than ever. Hybrid work isn’t going away, and neither are Gen Z’s expectations for purpose and flexibility. Our role? To design cultures where well-being isn’t a checkbox but a mindset—where mental health support, inclusive policies, and lifelong learning coexist seamlessly, whether teams are in-office or remote.
Lastly, HR must become the bridge between business and society. ESG isn’t a buzzword; it’s a mandate. We’ll drive ethical AI practices, amplify diversity beyond quotas, and integrate gig workers into core strategies while safeguarding their rights.
At ITC Hotels, we’re already weaving this into our DNA—using tech to enhance empathy, nurturing leaders who thrive in ambiguity, and crafting workplaces where people don’t just work, but belong.
2. What are the most pressing talent challenges you foresee in the next 5–10 years in the hospitality sector?
The hospitality sector is at a crossroads, balancing tradition with transformation. Over the next decade, three talent challenges will demand urgent focus:
i. Bridging the Skills-Reality Gap
Technology (AI, IoT, sustainability tech) is reshaping guest experiences, but nearly 60% of hospitality workers lack digital fluency today. Upskilling frontline staff in both tech and soft skills—like empathy in a digitized world—will be critical. For instance, a concierge in 2030 may need to manage AI-driven bookings while delivering hyper-personalized human touchpoints.
ii. The Retention Revolution
Post-pandemic, burnout and shifting priorities have made retention a ticking clock. Younger talent seeks purpose, flexibility, and well-being—not just paychecks. Redesigning career paths (e.g., gig-to-permanent bridges, mental health sabbaticals) and rethinking “non-negotiable” policies (like rigid shifts) will define loyalty.
iii. The Green Talent Crunch
With ESG mandates rising, demand for sustainability experts—from carbon-neutral chefs to eco-engineers—will outstrip supply. Hospitality must compete with sectors like tech to attract this niche talent while also reskilling existing teams.
At ITC Hotels, we started early—partnering with institutes to develop future-skills curricula, embedding wellness into daily operations, and building green talent pipelines through apprenticeships and similar programs.
The challenge? To future-proof our workforce without losing the soul of hospitality.
3. Your message to HR professionals on the occasion of HR Day
This HR Day, let’s recommit to nurturing workplaces where talent thrives, empathy fuels innovation, and we make Human Resources about Human Beings—first and always.
Read Also : HR at the Heart of Transformation: Shaping Purpose-Driven, Future-Ready Workforces in the Energy Sector
From Support to Strategy: HR’s Decisive Shift Toward Leading the Future of Work
Trust, Technology, and the Human Touch: Shaping the Future of HR
