From anonymous to appreciated — personalizing for repeat guests | with John Burns

In this episode of Hotel Moment, Karen Stephens speaks with John Burns, President of Hospitality Technology Consulting, about the evolution of personalization in hospitality. John shares insights on how hotels can transition from asking, "Have you ever stayed with us before?" to delivering meaningful, personalized experiences. They explore technology adoption, AI's potential role in personalization, and strategies for implementing effective guest recognition programs.