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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 fail without staff alignment before technology deployment

Stephanie Leger argues that hospitality technology adoption fails when organizations implement tools without first securing staff buy-in through tailored training and cultural alignment. She contends that the operational bottleneck in hotels is not the absence of smart solutions, but rather the gap between technology capability and organizational readiness to use it effectively.

3

training approaches needed to overcome staff resistance patterns

“Staff resistance to new hotel tech often stems from inadequate training.”

Hotel Managers Can Maximize Operational Technologies Effectiveness with Diverse Training Approaches

Technology adoption barriers in hospitality operations

Inadequate training for diverse skill levels9
Lack of brand-culture alignment in AI tools8
Front desk congestion without automation7
Generic vs. customized implementation approach9

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27%Inadequate training
Inadequate training for diverse skill levels
Lack of brand-culture alignment in AI tools
Front desk congestion without automation
Generic vs. customized implementation approach

smaller markets

driving unexpected extended-stay hotel revenue growth via remote work trends

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

Smart lockers eliminate front desk congestion while boosting guest satisfaction and operational efficiency.

From Flexible Check-Out to Secure Storage: Smart Lockers in Hotels Can Elevate the Guest Experience

“Managers must tailor training approaches to different teams and skill levels.”

Themes:Technology readiness requires organizational culture change, not just tool adoptionTailored staff training is the true operational lever, not automation aloneMarket opportunities emerge in overlooked segments when guest expectations shift

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