You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)
Podcast: Experts of ExperiencePublished On: Wed Jan 29 2025
Description: 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.--Key Moments: 00:00 Meet Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas02:05 Shannon's Journey: From High School to Hospitality Leader05:12 Creating Personalized Experiences at Scale07:58 Empowering Teams for Exceptional Service23:08 The Role of Technology in Modern Hospitality38:50 Employee Engagement: The Key to Customer Satisfaction47:18 Advice for Customer Experience Leaders –Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
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