Report

Trust, AI, and Transparency in Hospitality Hiring

AI is a permanent guest in hospitality hiring. What does that mean for HR pros and candidates?

AI, automation, and shifting expectations are transforming the hospitality industry. From frontline service to management roles, employers are seeking faster, smarter ways to attract talent in a high-turnover, service-driven space.

At the same time, job seekers are demanding clearer communication, more transparency, and human-centered hiring experiences.

To better understand this moment, Checkr surveyed 1,000 people participating in hospitality hiring right now—500 HR leaders and 500 recent job seekers.

This report explores how both sides are adapting to the changing hiring landscape, where they align, where gaps remain, and how the industry can build trust and efficiency in an AI-powered world.

The state of AI in hospitality HR at a glance

AI adoption in HR is gaining momentum

51%
of HR leaders are using or piloting AI in hiring.

Candidates are using AI, too

51%

for resume writing

40%

for job matching

24%

for interview practice or coaching

Automation may be leaving candidates behind

69%
say ghosting is their biggest pain point.

Transparency is lacking

Half of the job candidates we surveyed said they were never informed if AI was used during hiring.

Privacy is a shared priority

Both HR and candidates rank data privacy and fairness as top ethical concerns.

Fraud is on the rise

65%
of HR leaders are concerned about AI-enabled hiring fraud.

Shared goals: A vision for bettering hospitality hiring

Both HR and candidates want hiring to be faster, more transparent, and rooted in ethical AI practices. This shared vision presents a unique opportunity to modernize the hiring process without compromising human connection.

AI tools with the most positive impact for HR

Background check automation
Resume screening and ranking
Candidate sourcing or matching

Top automations candidates want

Application confirmation messages
Interview scheduling
Status updates at every hiring step

Privacy is top of mind

Both HR professionals and candidates rank the same ethical concerns at the top:

    • HR’s top concern: Candidate data privacy

    • Candidate’s top concern: Same—data privacy

    • Where sides diverge: Candidates rank AI use transparency as a higher concern than HR teams

HR managers
Candidates

Top ethical concerns about AI and hospitality hiring

  1. Candidate data privacy
  2. Fairness across demographic groups
  3. Human oversight of AI decisions
  4. Transparency about how AI is used
  5. Candidate consent or opt-out opportunities
  6. Accuracy of AI-generated outputs

AI-enabled fraud has everyone nervous

A majority of HR teams and candidates are worried about AI-enabled fraud or discrimination and its impact on hiring.

65%
of HR managers are worried about AI-assisted identity fraud
53%
of candidates say they feel concerned, uncomfortable, or upset about AI’s role in assessing their application or interviews.
48%
of HR teams have implemented new screening technology or training to mitigate fraud.

However, there’s a clear split on both sides of the hiring desk when assessing what’s okay use of AI, and what’s not.

HR managers
Candidates

What do you consider to be AI fraud in hiring?

58%Using AI to generate fake or exaggerated resumes
41%Using voice-cloning or avatars to complete interviews
41%Submitting AI-generated writing samples or test responses without disclosure
27%Using job-matching AI to apply to roles without reviewing job requirements
46%Misleading employers with AI-altered headshots or video content
36%Using undisclosed AI listening tools to provide answers during an interview
9%I don’t consider any use of AI as fraud during the job search or interview process

Friction points: Where misalignment could hurt

Our survey revealed several points of disconnect—particularly around transparency and fairness—that could undermine trust and lead to offer rejections or slower hiring.

HR is seeing AI’s benefits; candidates aren’t so sure

52% of HR managers believe AI is just as fair as human reviewers. But only 26% of candidates agree. In fact, 37% actively disagree.

This disparity means HR teams need to be asking the question: Where is automation helping our team, but potentially hurting the candidate experience? How do we solve for that to build trust?

65%
of HR managers say AI is improving speed and reducing manual work.
22%
of candidates say automation helped improve communication.

Transparency is in question

Even though more than half of hospitality candidates are concerned about AI being used to evaluate their qualifications as noted above, only one third of HR teams said they share AI information like:

    • When humans vs AI will review materials.

    • The specific AI tools use to evaluate candidates.

    • If candidates can opt-out or request human review.

It makes sense that many organizations appear not to have policies or processes in place regarding AI disclosure—this area of hiring and compliance is still emerging. However, this data indicates that candidates may feel more confident during hiring when they have the full picture of AI’s involvement.

Candidates: How important is transparency about how AI-powered tools are used during hiring when deciding to apply for a job?

Fairness disagreements are common

    • 43% of HR managers believe AI is as fair as human reviewers in evaluating candidate qualifications.

    • Only 21% of candidates agree that AI is as fair.

    • Trust in your hiring team is at risk. Where your team needs to dig in: Collect feedback on why and at what hiring points candidates don’t believe AI to be fair.

Is AI as fair as a human reviewer during hiring?

HR Managers

43%Yes
33%Not sure
23%No

Candidates

21%Yes
37%Not sure
42%No

Human connection cannot be replaced

Of the industries we surveyed, hospitality HR teams were the least likely to have collected feedback from candidates about AI in hiring.

77%
of candidates want direct human interaction in hiring.
34%
say automation made the process feel less personal.

Immediate actions for hospitality HR teams

In a high-touch industry where human connection is paramount, even the smallest missteps in communication, transparency, or trust can lead to missed opportunities and talent loss.

Delivering better results means taking deliberate steps to align tools with values, streamline workflows without sacrificing empathy, and ensure every stage of the hiring process feels clear, respectful, and human.

Here’s how.

Communicate—especially about AI

Ask your team:

    • Are we clearly informing candidates about when and how AI is used?

    • Can candidates opt out or get human support? If not, would we consider adding optional AI touchpoints?

Take this action:

    • Add plain-language AI disclosures to job applications.

    • Create a simple FAQ or visual explainer for candidates.

Don’t let efficiency erase empathy

Ask your team:

    • Do our automated tools still feel warm, welcoming, and human?

    • Are we giving candidates meaningful human interactions?

Take this action:

    • Personalize automated communications.

    • Assign a recruiter to touch base personally during key steps.

Prioritize internal training

Ask your team:

    • Do we fully understand how our AI tools work?

    • Can we confidently explain them to candidates?

Take this action:

    • Host internal AI training sessions—lean on your vendors to lead technical training.

    • Build a shared knowledge base for AI tools, prompts, and agents.

Define AI fraud for your organization

Ask your team:

    • What are our principles and guidelines for internal use of AI during hiring, and how do we define fraud?

    • What are our principles and guidelines for candidates’ use of AI when applying for roles with our organization?

Take this action:

    • Add AI guidelines to your internal SOPs for recruitment and onboarding, including what to do when AI fraud is suspected.

    • Create and share your candidate AI policy with candidates before the first interview.

Final thought: Hospitality needs human-centered hiring

By focusing on transparency, fairness, and human touch, HR professionals can modernize without dehumanizing. The future of hospitality hiring isn’t just about speed.

It’s about building processes that reflect the care and excellence the industry strives to deliver every day. Most importantly, trust is the metric you need to be tracking in your hiring pipeline.

HR leaders can’t afford to overlook this. While automation brings speed and efficiency, it must be paired with transparency, fairness, and a human touch.

Candidates want to know when AI is used, how their data is handled, and that someone sees them as more than a resume or a score. That kind of clarity builds credibility—and credibility builds pipelines.

The organizations that win in the next era of hiring will be those that communicate clearly, lead with empathy, and use AI to enhance—not replace—the human experience. In a landscape crowded with tools and tactics, trust is the strategy that sets strong employers apart.

How Checkr can help

Checkr is the data platform that powers safe and fair hiring decisions. Our modern hospitality background checks integrate seamlessly with your hiring tech stack through 200+ integrations and our custom API, providing transparency, automation, and compliance management at scale. Over 100,000 HR teams use Checkr to inspire trust and deliver an outstanding candidate experience, without losing the human touch.

Ready to unlock hospitality HR’s strategic potential with better background checks?

Connect with our team to learn more and take action as a key problem-solver for your HR organization.

Get a demo

Additional resources

The Hospitality Background Check Playbook

In this playbook, we share smart strategies and actionable background check tactics that leading hospitality employers use to succeed.

Get the guide

How to Choose a Background Check Provider for Hiring at Scale

Learn the questions you need to ask and must-have solutions when choosing a provider to help you hire more candidates, faster.

Get the guide

Survey methodology

All findings in this report are based on a July 2025 survey conducted by Checkr using the Pollfish platform. We surveyed 1,000 total participants: 500 HR managers and 500 job candidates in the hospitality industry who had applied and interviewed for jobs within the past six months. Respondents answered all questions to the best of their knowledge and experience.

Disclaimer

The resources and information provided here are for educational and informational purposes only and do not constitute legal advice. Always consult your own counsel for up-to-date legal advice and guidance related to your practices, needs, and compliance with applicable laws.