Lauren Wood

And you're like, that's not what I want. That's not helping me. And it just increases your frustration where if someone really listens to you, ask questions, it makes you feel seen and heard and then delivers to the information that you have given them. You uniquely have given them. then trust is built. And sometimes often trust is built even beyond where it was in the first place.

And you're like, that's not what I want. That's not helping me. And it just increases your frustration where if someone really listens to you, ask questions, it makes you feel seen and heard and then delivers to the information that you have given them. You uniquely have given them. then trust is built. And sometimes often trust is built even beyond where it was in the first place.

And you're like, that's not what I want. That's not helping me. And it just increases your frustration where if someone really listens to you, ask questions, it makes you feel seen and heard and then delivers to the information that you have given them. You uniquely have given them. then trust is built. And sometimes often trust is built even beyond where it was in the first place.

They trust that you are going to ensure that they have a great experience. Like that's the simple root of it is they're following you because they trust and they know that you are going to ensure they have a great experience and that's where they want their money to go. I truly believe it's all about the recovery. When we have something that happens, there's always gonna be things that happen.

They trust that you are going to ensure that they have a great experience. Like that's the simple root of it is they're following you because they trust and they know that you are going to ensure they have a great experience and that's where they want their money to go. I truly believe it's all about the recovery. When we have something that happens, there's always gonna be things that happen.

They trust that you are going to ensure that they have a great experience. Like that's the simple root of it is they're following you because they trust and they know that you are going to ensure they have a great experience and that's where they want their money to go. I truly believe it's all about the recovery. When we have something that happens, there's always gonna be things that happen.

But if we recover well, then that's where loyalty sprouts from. So I want to shift gears a little bit and talk about the evolution of hospitality. It has changed a lot in recent years from COVID happening to AI now being on the scene and something that is really infiltrating our ways of working. How have you seen, let's start with 2020, because that's still in our recent memories.

But if we recover well, then that's where loyalty sprouts from. So I want to shift gears a little bit and talk about the evolution of hospitality. It has changed a lot in recent years from COVID happening to AI now being on the scene and something that is really infiltrating our ways of working. How have you seen, let's start with 2020, because that's still in our recent memories.

But if we recover well, then that's where loyalty sprouts from. So I want to shift gears a little bit and talk about the evolution of hospitality. It has changed a lot in recent years from COVID happening to AI now being on the scene and something that is really infiltrating our ways of working. How have you seen, let's start with 2020, because that's still in our recent memories.

How have you seen hospitality change since COVID? And then we'll get into AI after that.

How have you seen hospitality change since COVID? And then we'll get into AI after that.

How have you seen hospitality change since COVID? And then we'll get into AI after that.

What I'm hearing you say is that AI and AI agents or bots are really enabling your team to spend more time with the customer, less time behind a screen, which is amazing. I actually have a client in the hospitality space at the moment, and I've been kind of diving into what are some of the new AI technologies coming onto the scene. And I've heard things like having a voice recorder.

What I'm hearing you say is that AI and AI agents or bots are really enabling your team to spend more time with the customer, less time behind a screen, which is amazing. I actually have a client in the hospitality space at the moment, and I've been kind of diving into what are some of the new AI technologies coming onto the scene. And I've heard things like having a voice recorder.

What I'm hearing you say is that AI and AI agents or bots are really enabling your team to spend more time with the customer, less time behind a screen, which is amazing. I actually have a client in the hospitality space at the moment, and I've been kind of diving into what are some of the new AI technologies coming onto the scene. And I've heard things like having a voice recorder.

I don't know if you've heard of any of this, but tell me if you have. Like a voice recorder at the front desk where it's listening to the customer and then it has a screen telling the person behind the front desk what it is that they can recommend or suggest. So if a guest is saying, for example, oh, I don't like that room. I stayed here last time. Can you move me?

I don't know if you've heard of any of this, but tell me if you have. Like a voice recorder at the front desk where it's listening to the customer and then it has a screen telling the person behind the front desk what it is that they can recommend or suggest. So if a guest is saying, for example, oh, I don't like that room. I stayed here last time. Can you move me?

I don't know if you've heard of any of this, but tell me if you have. Like a voice recorder at the front desk where it's listening to the customer and then it has a screen telling the person behind the front desk what it is that they can recommend or suggest. So if a guest is saying, for example, oh, I don't like that room. I stayed here last time. Can you move me?

The AI is automatically saying, here's a suggested room so that the person doesn't even, the person behind the front desk doesn't even need to spend time going in to look at what's there. I don't know if that, that to me was like an extreme example of AI use. And I don't know if we're there yet per se, but just the idea of

The AI is automatically saying, here's a suggested room so that the person doesn't even, the person behind the front desk doesn't even need to spend time going in to look at what's there. I don't know if that, that to me was like an extreme example of AI use. And I don't know if we're there yet per se, but just the idea of