{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Hotel Tech Insider","title":"Wyndham's CCO on Which AI Bets Actually Paid Off","html":"","width":"100%","height":180,"duration":1761,"description":"This episode is part of a series created in partnership with The Hospitality Show Miami where Scott will be speaking next week.\nWhat happens when AI stops being a pilot and starts running at the scale of the world's largest hotel franchisor?\nIn this episode, Scott Strickland, Chief Commercial Officer at Wyndham Hotels & Resorts, returns a year after his first appearance to share which AI initiatives moved from experiment to standard practice across Wyndham's portfolio. Because Wyndham runs a single global reservation system and a centralized tech stack, it can build an integration once and push it to thousands of franchised hotels, then pass the savings and the revenue upside through to owners.\nFor experienced hoteliers, this is a rare look at how a major brand decides what to build, how it tests, and what the numbers look like once a tool is live.\nIn the episode we discuss:\nLet AI answer every call, then measure the upsell. Wyndham's AI voice agent plugs straight into its central reservation system and now resolves roughly 60% of in-house guest requests without involving the front desk. Scott shares how answering every call, plus a voice agent that is surprisingly good at offering the room upgrade, drove a 500 basis point increase in direct contribution from the channel.\nUse technology to fight labor costs and labor churn at the same time. Learn how Wyndham's franchisee-led AI technology committee shaped a housekeeping routing and prioritization tool now being built with Canary, the guest engagement partner already live across the portfolio, why digital tipping (live at more than 3,000 hotels, averaging about $10 per tip) was bundled in at no extra cost to help retain housekeepers, and how an automated OTA commission reconciliation tool now recovers money on cancelled bookings at most of its North American hotels.\nPilot small, then pilot 100, then go big. Scott walks through Wyndham's playbook for rolling out new technology: whiteboard the ideal workflow, ask...","thumbnail_url":"https://img.transistorcdn.com/cGsIox29siznwfuYY8grVUNXng4WDebupOLgn4loc-U/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS82NTkw/N2U3NzI5ZmIxMDY3/MjhiNWQxYTQyODg2/MDM0YS5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}