AI, Revenue & the Human Side of Hospitality | Cindy Heo - Hotel General Management Program - Part 1

Описание: Hotel General Management Program - Cindy Heo

AI is everywhere.
But what does it really mean for hotels, revenue management, and the guest experience?

In this first video, Cindy Heo, Professor of Revenue Management at EHL Hospitality Business School, shares her perspective on how artificial intelligence is transforming hotel operations — and why human understanding remains at the core of hospitality.

Speaking within the context of the Hotel General Management Program at EHL, Cindy challenges the idea that AI can simply “take over” revenue management. Instead, she explains why hotels must learn to ask better questions, work with the right data, and understand guests as individuals — not segments.

From demand forecasting to guest expectations, this video explores how the future of hotel performance lies at the intersection of technology, data intelligence, and human-centric thinking.

Cindy Heo on LinkedIn:   / travelove  

💡 Key Takeaways:
✅ Why AI will change revenue management — but not replace human judgment
✅ How hotel operations are evolving beyond traditional, labor-intensive models
✅ Why plugging in AI alone does not deliver better results
✅ The difference between big data and truly valuable guest insights
✅ Why real guests don’t fit neatly into predefined categories
✅ How understanding human needs drives both revenue and experience

✨ A call to action:
Technology can optimize.
But hospitality creates value through people.

Hotel leaders of tomorrow will be those who know how to combine AI, insight, and empathy.

👉 Learn more about the Hotel General Management Program at EHL:
https://gs.ehl.edu/hotel-general-mana...

⏱️ Timestamps:
00:00 – AI is everywhere — what does it mean for hotels?
00:22 – Will hotels remain labor-intensive in the future?
00:55 – Can AI replace revenue managers?
01:17 – Why “plugging in AI” isn’t enough
01:53 – Big data vs. meaningful guest insights
02:30 – Why guest categories fall short
03:00 – Same guest, different needs: business vs. leisure travel

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How do you see AI changing hospitality — as a risk or an opportunity?
Share your thoughts in the comments.
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For more insights on hotel leadership, revenue strategy, and the future of hospitality,
like, share & subscribe to EHL Hospitality Business School:
   / @ehlpublications  
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