Why Guests Hate Scripted Service - Tamara Lohan, Hyatt
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 depends on becoming more human, not less.
Also see: Travelers Want Hotels With a Point of View - Tamara Lohan, Hyatt
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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
