Lauren Wood

So today we're going to explore how leading hospitality players like Shannon are really creating customer loyalty, leading empowered teams and creating wow moments at scale. Shannon, so great to have you on the show.

So today we're going to explore how leading hospitality players like Shannon are really creating customer loyalty, leading empowered teams and creating wow moments at scale. Shannon, so great to have you on the show.

So today we're going to explore how leading hospitality players like Shannon are really creating customer loyalty, leading empowered teams and creating wow moments at scale. Shannon, so great to have you on the show.

So I want to kick it off by taking a little bit of a trip down memory lane. You first started working in hospitality as a high school student. So you've literally been in this space for pretty much your entire career. And I'm curious to know if there was a specific experience that really shaped the way that you view the hospitality industry as you've gone through your career.

So I want to kick it off by taking a little bit of a trip down memory lane. You first started working in hospitality as a high school student. So you've literally been in this space for pretty much your entire career. And I'm curious to know if there was a specific experience that really shaped the way that you view the hospitality industry as you've gone through your career.

So I want to kick it off by taking a little bit of a trip down memory lane. You first started working in hospitality as a high school student. So you've literally been in this space for pretty much your entire career. And I'm curious to know if there was a specific experience that really shaped the way that you view the hospitality industry as you've gone through your career.

I mean, I can definitely imagine that that was an extremely formative experience. And how has that then kind of shaped your view of the industry as you've moved on to build and grow and lead some very large hotels that are really aiming to provide an excellent experience? What have you taken?

I mean, I can definitely imagine that that was an extremely formative experience. And how has that then kind of shaped your view of the industry as you've moved on to build and grow and lead some very large hotels that are really aiming to provide an excellent experience? What have you taken?

I mean, I can definitely imagine that that was an extremely formative experience. And how has that then kind of shaped your view of the industry as you've moved on to build and grow and lead some very large hotels that are really aiming to provide an excellent experience? What have you taken?

What are the insights or lessons maybe that have really stood out to you as you've moved on through your career?

What are the insights or lessons maybe that have really stood out to you as you've moved on through your career?

What are the insights or lessons maybe that have really stood out to you as you've moved on through your career?

Something I think about a lot when it comes to hospitality is how do you provide that one-on-one personal experience at scale? I know you've mentioned to me previously that you've managed some properties that are over 4,000 rooms. but you still aim to create that individualized experience. How do you do that?

Something I think about a lot when it comes to hospitality is how do you provide that one-on-one personal experience at scale? I know you've mentioned to me previously that you've managed some properties that are over 4,000 rooms. but you still aim to create that individualized experience. How do you do that?

Something I think about a lot when it comes to hospitality is how do you provide that one-on-one personal experience at scale? I know you've mentioned to me previously that you've managed some properties that are over 4,000 rooms. but you still aim to create that individualized experience. How do you do that?

Mm hmm. So it's really thinking about how do we take all of the activities that are going to be the same for every person and automate that so that we can create more space and time to address the individualized needs in what you are serving.

Mm hmm. So it's really thinking about how do we take all of the activities that are going to be the same for every person and automate that so that we can create more space and time to address the individualized needs in what you are serving.

Mm hmm. So it's really thinking about how do we take all of the activities that are going to be the same for every person and automate that so that we can create more space and time to address the individualized needs in what you are serving.

Mm-hmm. Is there any other advice that you would give to customer experience leaders who are really trying to balance personalized experiences with a scaled operation?

Mm-hmm. Is there any other advice that you would give to customer experience leaders who are really trying to balance personalized experiences with a scaled operation?