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

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

–

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