Jan 29 2025 48 mins 1
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:
00:00 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
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