Jan 8, 2026
I did this one from the 66th floor Alle Lounge at Resorts World Las Vegas, with Shannon McCallum, VP of Hotel Operations, about how the property continues evolving four-plus years after opening.
Resorts World operates more than 3,500 rooms across three brands -- Hilton, Conrad, and Crockfords -- all under one roof. That scale forces real decisions about technology, guest choice, and efficiency — especially when different guests expect very different experiences.
Shannon walks through how the team thinks
about:
📱: Digital check-in and Apple Wallet keys without forcing
app adoption
🏨: Giving guests a choice between self-service and human
interaction
⚙️: Replacing interconnected systems without breaking the
operation
📊: Using guest feedback and data to guide tech decisions
🚶♂️: Reducing friction at arrival while improving front
desk flow
🤖: Where AI and digital assistants actually help — and where
they don’t
The throughline here is intention. Technology works when it supports the guest journey instead of dictating it.
Special thanks to Actabl —
Actabl gives you the power to profit, visit
Actabl.com.
Smarter operations make it easier to support experiences at this
scale.