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Shannon McCallum

👤 Speaker
303 total appearances

Appearances Over Time

Podcast Appearances

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

I agree. And we thought, you know, before COVID that QR codes were going away. And we were so sure... The poor QR code.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

I agree. And we thought, you know, before COVID that QR codes were going away. And we were so sure... The poor QR code.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

But now it's like everywhere. You go into a restaurant, you scan it, you can get your menu on your phone or you can pay. We've got QR codes on our TV screen, our smart TVs in the room. From every restaurant, you can scan it and you can actually get the menu just like you said, sitting in your bed. We have a whole digital platform where they can get a map to the property. They can...

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

But now it's like everywhere. You go into a restaurant, you scan it, you can get your menu on your phone or you can pay. We've got QR codes on our TV screen, our smart TVs in the room. From every restaurant, you can scan it and you can actually get the menu just like you said, sitting in your bed. We have a whole digital platform where they can get a map to the property. They can...

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

But now it's like everywhere. You go into a restaurant, you scan it, you can get your menu on your phone or you can pay. We've got QR codes on our TV screen, our smart TVs in the room. From every restaurant, you can scan it and you can actually get the menu just like you said, sitting in your bed. We have a whole digital platform where they can get a map to the property. They can...

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

you know, send a concierge request, they can book their spa, everything that you would need, order food, can all be done from your bed with a QR code. So I do think that when we're talking about what happened during COVID, yes, the QR code came back and it seems to be here to stay because it is such a great way to deliver information to our guests 24 hours.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

you know, send a concierge request, they can book their spa, everything that you would need, order food, can all be done from your bed with a QR code. So I do think that when we're talking about what happened during COVID, yes, the QR code came back and it seems to be here to stay because it is such a great way to deliver information to our guests 24 hours.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

you know, send a concierge request, they can book their spa, everything that you would need, order food, can all be done from your bed with a QR code. So I do think that when we're talking about what happened during COVID, yes, the QR code came back and it seems to be here to stay because it is such a great way to deliver information to our guests 24 hours.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

And that also brings some efficiencies too, because having that kind of a platform for your guests in their rooms is You don't need to maintain your guest directories. Everything is available digitally for your guests, which also is an efficiency because when the interim dining menu changes, you don't have to reprint your guest books times 3,500 or 5,000 with backup.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

And that also brings some efficiencies too, because having that kind of a platform for your guests in their rooms is You don't need to maintain your guest directories. Everything is available digitally for your guests, which also is an efficiency because when the interim dining menu changes, you don't have to reprint your guest books times 3,500 or 5,000 with backup.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

And that also brings some efficiencies too, because having that kind of a platform for your guests in their rooms is You don't need to maintain your guest directories. Everything is available digitally for your guests, which also is an efficiency because when the interim dining menu changes, you don't have to reprint your guest books times 3,500 or 5,000 with backup.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

So we have learned a lot in the last five years on how to do things better and more efficiently. So I do feel like we're better for it.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

So we have learned a lot in the last five years on how to do things better and more efficiently. So I do feel like we're better for it.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

So we have learned a lot in the last five years on how to do things better and more efficiently. So I do feel like we're better for it.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

Definitely being able to go cashless. We opened up our property cashless. So and that was a huge savings for us not having to prepare banks times 50 for the front desk banks times 50 plus restaurants and lounges and having a cashless. team bank area in addition to a cashier cage for our guests being a casino property. And that was really rare.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

Definitely being able to go cashless. We opened up our property cashless. So and that was a huge savings for us not having to prepare banks times 50 for the front desk banks times 50 plus restaurants and lounges and having a cashless. team bank area in addition to a cashier cage for our guests being a casino property. And that was really rare.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

Definitely being able to go cashless. We opened up our property cashless. So and that was a huge savings for us not having to prepare banks times 50 for the front desk banks times 50 plus restaurants and lounges and having a cashless. team bank area in addition to a cashier cage for our guests being a casino property. And that was really rare.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

And it is very rare in Las Vegas to not have the front desk have cash banks. So we've got all digital experience in the restaurants. They can use credit card or they can charge through the room, but the restaurants don't take cash. And that's very similar to how we see some stadiums moving.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

And it is very rare in Las Vegas to not have the front desk have cash banks. So we've got all digital experience in the restaurants. They can use credit card or they can charge through the room, but the restaurants don't take cash. And that's very similar to how we see some stadiums moving.

Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

And it is very rare in Las Vegas to not have the front desk have cash banks. So we've got all digital experience in the restaurants. They can use credit card or they can charge through the room, but the restaurants don't take cash. And that's very similar to how we see some stadiums moving.