I’m In Podcast Episode 54 | Are We Over-Reliant on AI?

Episode 54 of I’m In, our official monthly podcast, sponsored by Leonardo Hotels UK & Ireland is available for our members to listen to today!

In this episode, Phil Street FIH asks his guests Are We Over-Reliant on AI?

AI is everywhere. On our phones. In our booking engines. In our revenue tools. In our copywriting. In our discovery journeys.

So, the question becomes:

Are we enhancing our thinking… or avoiding it?

In this wide-ranging and honest conversation, Phil is joined by Adam Hamadache FIH – Founder, Formula, the Institute’s Sonja Cresswell MIH and Duty Manager, Whitbread; Hotel Manager Programme Ryan Thomas AIH to explore whether hospitality is using AI wisely, or leaning on it a little too heavily.

From digital discovery and operational efficiencies to education, ethics, creativity, and even Tom Hiddleston’s wardrobe, this episode pulls no punches.

In This Episode, We Discuss:

• Where each guest sits on the AI adoption scale, from cautious user to daily dependency
• AI as an efficiency tool vs AI as a crutch
• Why hospitality operations are increasingly embedding AI into call handling and guest interaction
• Revenue management and digital marketing as major AI growth areas
• The seismic shift from “ranking on Google” to “being recommended by AI”
• Whether AI enhances creative thinking, or quietly erodes it
• The risk of de-skilling in education and leadership
• The ethical grey zone of AI generated work
• How young professionals are navigating AI in education
• Why over hyping AI can be as dangerous as ignoring it
• The importance of healthy scepticism when using AI tools

Why Our Guests Said, “I’m In!”

Adam Hamadache FIH:
Adam believes hospitality needs strong institutions to champion the breadth and value of the industry. For him, the IoH plays a crucial role in advocating for hospitality as a serious, dynamic profession, particularly at a time when recruitment and recognition remain challenges.

Sonja Cresswell MIH:
From inside the organisation, Sonja describes the IoH as one big hospitality family. Working closely with members daily, she sees first-hand the genuine care and connection that drives everything the Institute does.

Ryan Thomas AIH:
Ryan describes the IoH as his “perfect partner for progression.” As someone early in his leadership journey, he values mentoring, networking, and being part of a professional community that recognises potential and supports development.

Outstanding Quotes from the Episode

• “AI can give you very convincing gobbledygook” – Adam Hamadache
• “It’s not that different from people using pre-designed stuff on Canva… that’s been happening for a lot longer than AI” – Sonja Cresswell
• “It’s polished rubbish” – Ryan Thomas
• “Ideally, it should act as a thinking partner, not a replacement for your brain” – Ryan Thomas
• “Stop thinking of it as ranking. Start thinking about being recommended” – Adam Hamadache
• “If you use it as a tool, as a partner tool, rather than actually to do it for you, it’s definitely the way forward” – Sonja Cresswell
• “If you use it properly, it enhances clarity. If you copy and paste, it becomes a shortcut” – Ryan Thomas
• “We have to approach AI with healthy scepticism” – Adam Hamadache
• “It’s a touch unregulated… it can effectively be left to run wild” – Phil Street

Members can follow the link below to listen to this episode now! Listening to this podcast counts toward your CPD activity.

If you have any feedback about the show or would like to be a future guest, please contact Phil Street at phil.street@instituteofhospitality.org

Members can listen to Episode 54 now!