Effective or ineffective? Using ChatGPT for staffing in the hospitality industry

Abstract

Artificial intelligence tools, for example, ChatGPT, are designed for use in various contexts. This research aims to interview ChatGPT (Generative Pre-trained Transformer) about its usage for staffing in the hospitality industry. This is one of only a handful of studies in the hospitality research field to include an interview with the ChatGPT, highlighting its positive aspects, shortcomings, and implications for employers and job seekers. This interview revealed that ChatGPT can be used in candidate screening, virtual interviews based on evaluation criteria, pre-employment assessment, training assistance, and language support. However, the dark side of using ChatGPT can include potential biases, the limitation of emotional intelligence, the possibility of misinterpretation, and the restriction of domain-specific knowledge. Our results have significant implications for the hospitality industry regarding whether ChatGPT can play an influential role in the recruitment process despite its limitations.