Episode Details

I did this one from the 66th floor Alle Lounge at Resorts World Las Vegas, with Shannon McCallum, VP of Hotel Operations, about how the property continues evolving four-plus years after opening.

Resorts World operates more than 3,500 rooms across three brands --  Hilton, Conrad, and Crockfords -- all under one roof. That scale forces real decisions about technology, guest choice, and efficiency — especially when different guests expect very different experiences.

Shannon walks through how the team thinks about:
📱: Digital check-in and Apple Wallet keys without forcing app adoption
🏨: Giving guests a choice between self-service and human interaction
⚙️: Replacing interconnected systems without breaking the operation
📊: Using guest feedback and data to guide tech decisions
🚶‍♂️: Reducing friction at arrival while improving front desk flow
🤖: Where AI and digital assistants actually help — and where they don't

The throughline here is intention. Technology works when it supports the guest journey instead of dictating it.

Special thanks to Actabl — Actabl gives you the power to profit, visit Actabl.com.
Smarter operations make it easier to support experiences at this scale.