Experts of Experience
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)
29 Jan 2025
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 Vegas02:05 Shannon's Journey: From High School to Hospitality Leader05:12 Creating Personalized Experiences at Scale07:58 Empowering Teams for Exceptional Service23:08 The Role of Technology in Modern Hospitality38:50 Employee Engagement: The Key to Customer Satisfaction47:18 Advice for Customer Experience Leaders –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
Full Episode
People come to Las Vegas, especially to celebrate. It might be a birthday. It could be an anniversary. It could be a divorce party or a bachelorette.
We get it all here. Hospitality is one of the best industries to learn from when it comes to customer experience, no matter the industry that you are in.
It's really about using the data that you have in order to be able to supplement that guest experience and be able to look for permanent fixes and not band-aids.
There's always going to be things that happen. But if we recover well, then that's where loyalty sprouts from.
Loyalty surpasses brand. It surpasses location. I've been in three different hotels on the Strip and guests will follow people. They trust that you are going to ensure that they have a great experience. We can't be complacent. Our world is changing so quickly around us. The competition is gearing up. So we always have to be looking to see how we can better the guest experience.
Hello, everyone, and welcome to Experts of Experience. I'm your host, Lauren Wood. Today, I'm excited to have Shannon McCallum on the show. She is the vice president of hotel operations with Resorts World Las Vegas, as well as the global board director with the Hospitality Financial and Technology Professionals Association.
Shannon has over 30 years of experience studying and transforming customer experience within the hospitality industry and has been named the top 25 hospitality executives to watch in 2025 by the International Hospitality Institute. Personally, I believe that hospitality is one of the best industries to learn from when it comes to customer experience, no matter the industry that you are in.
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.
Oh, it's a pleasure to be here. Thank you so much for having me.
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