AI is changing how guests plan and experience travel, but it cannot replace the human instinct that makes hospitality memorable.

 

This month, I’m sharing a clip from my conversation with Michelle Exarhos, President of Les Clefs d’Or Denmark and Head Concierge at One Hotel Copenhagen. We discuss the evolving role of the concierge, the importance of local knowledge, and why emotional intelligence may become one of the most valuable skills in hospitality.

 

For Ohio hoteliers, this is a relevant conversation as properties think about how to modernize the guest experience without losing the personal connection that keeps people coming back. Technology can support service, but people still create the story guests remember.

 

 Watch Here