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cover of episode You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

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

2025/1/29
logo of podcast Experts of Experience

Experts of Experience
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Shannon McCallum
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Shannon McCallum: 我在酒店业拥有30多年的经验,深刻理解客户体验的重要性。拉斯维加斯是一个充满庆祝氛围的城市,客人来到这里是为了庆祝生日、周年纪念日等特殊日子,因此酒店必须提供个性化的服务,满足不同客人的需求。我们利用数据来改善客户体验,并寻求永久性解决方案,而非权宜之计。良好的客户体验恢复能够培养客户忠诚度,而客户忠诚度超越品牌和地理位置。 在大型酒店中,我们通过技术(如移动入住)让客人自主选择服务路径,从而实现个性化体验和规模化运营的平衡。我们自动化标准化流程,腾出更多时间满足客人的个性化需求。 员工培训至关重要,我们提供完善的培训计划和导师制度,确保员工理解每位客人的重要性,并根据不同需求提供服务。我们赋能团队,允许员工在一定范围内自主决策,快速解决问题,提升客户信任度。快速解决问题能够避免客户信任度下降带来的长期成本损失。 我们通过分享正面评价和分析客户反馈来进行团队学习和改进,并利用数据来补充客户体验,寻找永久性解决方案。我们还通过内部沟通平台与员工互动,分享客户的正面评价,提升员工敬业度。 我们积极拥抱新兴技术,例如人工智能驱动的数字礼宾服务,能够扩展服务时间,满足客人的即时需求,并消除语言障碍。无现金支付系统也显著提升了酒店运营效率。 我们重视员工敬业度,通过多种方式与员工互动,并分享客户的正面评价,提升员工敬业度。我们通过团队建设活动(如读书会)来培养积极向上的企业文化。 Lauren Wood: 作为访谈主持人,Lauren Wood主要负责引导话题,提出问题,并对Shannon McCallum的观点进行总结和回应,推动访谈的进行。她对Shannon McCallum的经验和观点表示赞赏,并就一些关键问题进行了深入探讨,例如如何平衡个性化服务和规模化运营,如何利用技术提升客户体验,以及如何提升员工敬业度等。

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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 Vegas

02:05 Shannon's Journey: From High School to Hospitality Leader

05:12 Creating Personalized Experiences at Scale

07:58 Empowering Teams for Exceptional Service

23:08 The Role of Technology in Modern Hospitality

38:50 Employee Engagement: The Key to Customer Satisfaction

47:18 Advice for Customer Experience Leaders

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