156 | 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. Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select "Write a Review." Be sure to let me know what you liked most about the episode! Also, if you haven't done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.