1003: How Resorts World Las Vegas Uses Technology Without Losing the Human Touch

·26 min·2 clips

Resorts World Las Vegas is replacing eight technologies this year to become the number one tech-focused property on the Strip.

The episode opens with host Len introducing the setting on the 66th floor of Resorts World Las Vegas at the Alley Lounge, where he interviews Shannon McCallum, VP of Hotel Operations. Shannon explains that the resort, open for four and a half years, is not resting on its technological laurels but aims to become the number one tech-focused property in Las Vegas. She notes that large hotels undergo massive changes in their first few years based on guest feedback, and technology helps efficiency in their volume atmosphere with over 3,500 guest rooms across three service levels. Shannon discusses the importance of making technology accessible without forcing guests to opt into apps, leading to changes this year that involved replacing eight interconnected technologies. She then talks about her involvement with the Nevada Hotel and Lodging Association's annual tech conference, now in its fifth year, which she co-organizes with Susan Ryan from MGM Resorts to engage operators with vendors. The conference aims to educate operators on new technologies, as they often focus on guest care and P&Ls rather than tech trends. Shannon breaks down the three hotel brands at Resorts World: Hilton for convention and value-focused guests, Conrad for entry luxury with larger rooms, and Crockford's Las Vegas (LXR) for ultra-upscale, private experiences with suites up to 15,000 square feet. She emphasizes giving guests freedom of choice in technology use, such as digital check-in for business travelers who want efficiency. A key innovation is the digital key in Apple Wallet, a first on the Strip using NFC technology, which works even on dead phones and allows key sharing with up to 12 people. Shannon highlights the digital AI assistant, named Red, which handled over 259,000 interactions last year without escalation and is expanding to generative AI for voice reservations. The assistant also streamlines requests like towel delivery directly to team members' devices. Technology is used to enhance spending opportunities, such as ordering food from any of the 50+ restaurants to rooms and analyzing booking patterns to reduce abandonment. Shannon shares strategies for attracting guests, like offering free parking to locals and during need periods, and creating packages to capture domestic traffic. She mentions partnerships, including with autonomous vehicle company Zoox, which provides driverless rides from the property to city attractions. When planning for future tech, Shannon advises operators to identify pain points, attend conferences like High Tech, and consult multiple vendors. She stresses the importance of learning from other hotels' implementations and maintaining a focus on guest experience while cutting costs. The episode concludes with Len thanking Shannon and promoting the Nevada Hotel and Lodging Association tech conference.

As heard by us

A grounded look at how Resorts World Las Vegas uses automation while keeping human help within reach.

Resorts World Las Vegas makes a clear, practical case for hotel technology that speeds up arrival without treating hospitality as purely digital.

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Want a polished look at Resorts World Las Vegas using tech to smooth the stay while keeping hotel people close?

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