What Hotel Operators Should Know Before Choosing AI Tools

Hotel operators don’t lack AI options. They lack a clear way to evaluate them.

During this week’s HITEC, I talked with Shannon McCallum, VP of Operations at Resorts World Las Vegas, about the Hospitality Financial and Technology Professionals (HFTP®) AI Collective and how operators can make smarter decisions around AI tools, robotics, chatbots, reporting, and vendor partners.

🤖 Robotics came up, from food prep to concierge support.
📊 Back-of-house reporting came up as a more realistic starting point for some hotels.
🏨 Resorts World Las Vegas already uses AI and chatbots, and Shannon says agentic hashtag#AI comes next.
🛎️ Resorts World Las Vegas handled more than 459,000 AI-driven interactions last year across 3,506 rooms and three brands.

Shannon also made a practical operator point: guests still need choice. Some want technology. Others want a person.

We covered this at HITEC with support from Unifocus. Check them out at unifocus.com for workforce management redefined

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