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Chief Excellence Officer

Stephanie Leger

For the last twenty years served in the hotel industry globally, including Ritz-Carlton, Mandarin Oriental, Forbes Travel Guide Inspector, AAA, and many others associated with the luxury hotel industry. Other areas of expertise include Spa, Food & Beverage, Recreation, and Casino Operations. • Provided countless reviews of operational evaluations. • Trained service standards worldwide to the top hotels in the world. • Implemented strategic planning in various hotels to thrive in their market. • Assisted hotels during crises such as natural disasters, ZIKA, and the recession of 2008. My passion for creating employee performance development and engagement has led to learning multiple cultural backgrounds.

4 articlesLinkedIn ↗
Contributor Brief·Stephanie Leger · 4 articles
Updated May 8, 2024

Hotel operations depend on staff adoption, not technology alone

Stephanie Leger argues that hospitality technology fails when deployed without deliberate staff preparation and cultural alignment—automation and AI tools are only effective when teams understand how to use them and why they matter to guests. Across hotel operations, from smart lockers to chatbots to revenue strategies, her core thesis is that operational success requires tailored training, brand consistency, and recognition that staff resistance signals inadequate implementation planning, not resistance to progress.

4

diverse training approaches needed across hotel staff levels

“Staff resistance to new hotel tech often stems from inadequate training, not unwillingness to change.”

Hotel Managers Can Maximize Operational Technologies Effectiveness with Diverse Training Approaches

Core operational challenges addressed by Leger across hotel segments

Staff training determines technology adoption success9
Smart lockers eliminate front desk congestion8
Generic AI chatbots fail without brand alignment9
Smaller markets drive extended-stay revenue growth7

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27%Staff training
Staff training determines technology adoption success
Smart lockers eliminate front desk congestion
Generic AI chatbots fail without brand alignment
Smaller markets drive extended-stay revenue growth

3

key changes needed to unlock extended-stay market growth

Generic AI tools fail at hospitality without proper staff preparation and cultural alignment.

AI Chatbots in Hotel Operations Must be Brand-Aligned and Backed by Staff Training to Truly Elevate Guest Experiences

Smaller markets are driving unexpected revenue gains for extended-stay properties.

A Notable Shift in the Extended Stay Hotels Market is Poised to See More Growth with A Few Key Changes

“Automated storage eliminates congestion while boosting both satisfaction and efficiency simultaneously.”

Themes:Staff training as prerequisite to technology adoptionBrand-aligned implementation over generic solutionsOperational efficiency through guest experience alignment

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