Why Guests Hate Scripted Service - Tamara Lohan, Hyatt

About this episode

Tamara Lohan discusses the rejection of scripted hospitality experiences and the importance of emotional intelligence in luxury service.

In this episode, our career correspondent and hertelier founder Emily Goldfischer continues her conversation with Tamara Lohan, Global Brand Leader for Luxury at Hyatt, Tamara shares why today’s guests increasingly reject scripted hospitality experiences and what great service looks like instead. The conversation explores emotional intelligence in hospitality, the importance of “reading the room,” how Hyatt is thinking about AI and personalization, and why the future of luxury service depend...

People in this episode

Host: Emily Goldfischer

Guest: Tamara Lohan

Topics covered

• scripted service
• emotional intelligence
• luxury hospitality
• AI in hospitality
• personalization
• guest experience

Keywords

• scripted service
• emotional intelligence
• luxury hospitality
• AI
• personalization
• guest experience
• Hyatt

Mentioned in this episode

Organizations: Hyatt

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