You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

What does it take to deliver unforgettable guest experiences at scale?

Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas, shares her incredible journey from a high school hospitality job to leading one of the most iconic destinations in the industry.

In this episode, Shannon breaks down how her team leverages technology like mobile check-in and AI while maintaining the personal touch that builds loyalty. She also dives into why empowering teams, fostering employee engagement, and adapting to change are essential for success in today’s fast-paced hospitality world.

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Key Moments:

00:00Meet Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas

02:05Shannon's Journey: From High School to Hospitality Leader

05:12Creating Personalized Experiences at Scale

07:58Empowering Teams for Exceptional Service

23:08The Role of Technology in Modern Hospitality

38:50Employee Engagement: The Key to Customer Satisfaction

47:18Advice for Customer Experience Leaders

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