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 Vegas
- 02:05 Shannon’s Journey: From High School to Hospitality Leader
- 05:12 Creating Personalized Experiences at Scale
- 07:58 Empowering Teams for Exceptional Service
- 23:08 The Role of Technology in Modern Hospitality
- 38:50 Employee Engagement: The Key to Customer Satisfaction
- 47:18 Advice for Customer Experience Leaders
