Managwu warns against replacing workers with technology, calls for digital skills, responsible AI adoption and stronger industry-academia partnerships
The Hospitality and Tourism Management Association of Nigeria (HATMAN) has urged the Federal Government, tourism operators, academics and other industry stakeholders to develop practical strategies for implementing digital transformation, warning that technology should enhance rather than replace the human element of hospitality.
The National President of HATMAN, Dr Lilian C. Managwu, made the call while delivering her welcome address at the association’s 20th International Conference and Annual General Meeting, Anambra 2026, currently taking place in Awka.
The four-day conference is themed “Artificial Intelligence and the Digital Agenda: Implications for Global Transformation in Hospitality and Tourism.”
Managwu described the theme as timely, noting that artificial intelligence, data analytics, robotics and intelligent service systems were changing how hospitality and tourism businesses operate, engage customers, develop their workforce and compete internationally.
She said the changes presented opportunities for Nigeria to improve service delivery, strengthen destination management, modernise hospitality education, stimulate entrepreneurship and create employment.
However, she stressed that achieving these benefits would require more than simply acquiring new technology.
“Our transformation demands digital competency, ethical leadership, responsible innovation, supportive policies and deliberate investment in people,” she said.
HATMAN calls for practical implementation
Managwu challenged policymakers, industry practitioners and educational institutions to move beyond discussions about digital transformation and develop workable strategies for integrating technology into tourism operations.
She said the industry needed actionable plans that would translate technological advances into measurable improvements for businesses, workers, tourists and host communities.
For hospitality operators, such measures could include digital booking and payment systems, customer relationship management tools, data-driven marketing and technologies that improve operational efficiency.
Tourism destination managers could also benefit from digital platforms that make attractions easier to discover, provide visitors with relevant information and support destination promotion.
However, the adoption of these tools would require appropriate infrastructure, financing, training and technical support, particularly for smaller businesses that may struggle with the cost of digital upgrades.
Managwu said the conference provided an opportunity for professionals, researchers, educators and policymakers to exchange knowledge, examine emerging challenges and identify investment opportunities.
She urged participants to use the discussions to develop recommendations that could advance professional practice and strengthen the competitiveness of Nigeria’s hospitality and tourism industry.
Technology must complement human service
The HATMAN president cautioned against adopting technologies in ways that displace workers unnecessarily or weaken the personal service that remains central to hospitality.
“Technology is a powerful enabler of transformation; however, its true value does not lie in replacing human values but in enhancing the creativity, efficiency, personalisation, and quality of service that remain the hallmark of the hospitality and tourism industry,” she said.
Her position highlights a central challenge for businesses introducing artificial intelligence and automation: improving productivity while preserving the human interaction that influences customer satisfaction.
AI-enabled systems can assist with reservations, customer enquiries, demand forecasting, marketing and routine administrative tasks. Yet successful implementation also requires workers who can supervise these systems, resolve complex customer needs and maintain service standards.
For Nigeria, investment in digital training could help hospitality employees adapt to changing job requirements while creating opportunities for new roles in technology-enabled tourism services.
Responsible adoption will also require attention to customer privacy, data security, system reliability and the risk of excluding customers who are unable or unwilling to use digital channels.
HATMAN prioritises professional development
Managwu reaffirmed the association’s commitment to professional development, industry-academia collaboration, curriculum innovation, youth empowerment and the responsible integration of artificial intelligence into hospitality and tourism practice.
She called for closer cooperation between educational institutions and industry operators to ensure that training programmes reflect the skills businesses need.
Such collaboration could help bridge the gap between classroom learning and workplace requirements while preparing students for emerging opportunities in tourism management, digital marketing, customer experience and hospitality technology.
She also encouraged participants to build strategic partnerships and translate the insights gained from the conference into measurable outcomes for businesses, institutions and communities.
The emphasis on practical implementation places responsibility on both government and industry to provide an enabling environment for innovation, including reliable digital infrastructure, relevant training opportunities and policies that support responsible technology adoption.
From conference discussions to industry results
Nigeria’s tourism sector has opportunities to use technology to improve visibility, attract visitors, expand market access and support entrepreneurship. Realising those opportunities, however, will depend on how effectively operators integrate digital tools into their daily activities.
For HATMAN, the conference represents an opportunity to connect emerging technology trends with the practical needs of tourism professionals and businesses.
Managwu urged stakeholders to approach digital transformation as a process that combines technology, human skills, ethical leadership and institutional cooperation.
The association’s challenge after the conference will be to convert its recommendations into programmes that improve professional standards, strengthen businesses and support sustainable growth across Nigeria’s hospitality and tourism industry.
