The Impact of Automation on the Employment Structure of Travel Agencies and Tour Operators in Shillong

Atorika Lamare and Aman Kumar ()
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Atorika Lamare: Chandigarh University, Department of Tourism & Hospitality
Aman Kumar: Chandigarh University, Department of Tourism & Hospitality

A chapter in Proceedings of the 2nd International Conference on Innovation and Regenerative Trends in Tourism and Hospitality Industry (IRTTHI 2025), 2025, pp 27-40 from Springer

Abstract: Abstract Automating is a technological advance that Shillong’s tourist industry uses to increase output, client satisfaction, and the level of service. This paper aims to understand how employment in travel agencies and tour operators is impacted by automation in Shillong. A qualitative research approach is used through an in-depth semi-structured interview for fifty participants including managers, staff, accountants, and HR personnel were interviewed to find out how automation is affecting job descriptions, skills, and employment trends in these companies. Nvivo15, and Braun and Clare’s (2006) six steps for thematic analysis were followed to analyze the data collected. The findings reveal the need for a shift from non-technical roles to roles requiring higher technical competence and knowledge. In particular, the study points to the fact that daily work that was done by the employees has had to be done more efficiently e.g. online booking, data analysis, and customer relationship management. In addition, while automation has improved the efficiency of operations and performance, there is a need for constant learning and upgrading to avoid job displacement and to make the workforce ready as shown by the study. Planning is essential to ensure that the workforce is equipped to handle the new technological challenges posed by Automation in the Shillong Tourism industry. This indicates that this study has implications for the need for industry and education collaboration, specialized training programs, and policy changes to address workforce transition and employment sustainability in Shillong’s travel and tourism sector.

Keywords: Automation; Impact; Employment Structure (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-799-1_4

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