Bar Tab Larceny

Tim Hentschel is the founder of HotelPlanner, which sought to digitize the analog process of booking group business in hotels. HotelPlanner has changed a lot since it launched, and Tim is now exploring other ways to digitize analog processes in the hotel industry. Susan and Tim talk about automating relationships, over-managing rate strategy, and innovating in a tech resistant industry. 

What you'll learn about in this episode:

• Why AI might not fully replace human agents in high-touch services.
• How the flexibility of gig work is gamified for customer service agents.
• How AI is being integrated into HotelPlanner's customer service operations.
• Why the hospitality industry is resistant to fully automating meeting space bookings.
• What challenges revenue management systems face during high-demand events like the Olympics.

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