Michael Macdonald
Head of Academic Quality and Digital Education at Glion Institute of Higher Education
Smart Tourism Needs a Skilled Workforce
A recent insight report from the World Economic Forum, “Travel and Tourism at a Turning Point,” outlines that the sector is at a crossroads, facing unprecedented growth opportunities alongside significant challenges. The report claims that this pivotal moment is driven by a wave of technology that promises a future of hyper-personalized and seamless guest experiences, from AI-curated itineraries to IoT-enabled rooms that anticipate our every need.
This technological surge, however, creates a critical paradox. The report identifies a looming “labour and skills crisis” as a key tension point. The sector is projected to need over 100 million new jobs by 2034, yet it simultaneously struggles with significant skills gaps as new roles demand advanced digital literacy. This evolution in the guest experience, therefore, demands an equally vital revolution in education and skills development.
Ultimately, the future of tourism will be defined not by the cleverness of its systems, but by the capability of its people to wield them. Investing in a future-ready workforce is the most critical step to ensuring that the next era of hospitality is not just smarter, but more resilient, inclusive, and genuinely human.
Reference:
World Economic Forum in collaboration with Kearney. (July 2025). Travel and Tourism at a Turning Point: Principles for Transformative Growth. Retrieved from https://www.weforum.org/publications/travel-and-tourism-at-a-turning-point-principles-for-transformative-growth/
Bio
A passionate educator with 16 years at Glion Institute of Higher Education, Mike Macdonald is dedicated to supporting the future of the hospitality workforce. He believes that as the industry transforms digitally, the most critical investment is in its people. As Head of Academic Quality and Digital Education, he is committed to ensuring technology enhances, rather than replaces, the human element of hospitality.
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