In this insightful episode of Hotel Moment, Karen Stephens explores the evolving role of AI in hospitality with Evan Crawford, Vice President of Marketing at Pyramid Global Hospitality. As Pyramid implements new technology across their benchmark collection of independent hotels, Evan shares valuable perspectives on:

With over 60 independent properties in their portfolio, Evan offers practical insights into managing technology implementation while keeping the focus on genuine hospitality experiences. The discussion highlights how hotels can embrace AI's benefits while ensuring technology enhances rather than replaces the human connections that define great hospitality.

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[05:26] AI's role in hospitality - Evan emphasizes that while AI has its place, it should not replace human-to-human interactions in hospitality. He explains that personal touch - interacting with new people, cultures, and experiences - makes travel special. Instead, AI should be used for predictive analysis and efficient segmentation, helping deliver the right message to the right audience at the right time.

[07:50] Making data actionable - The conversation turns to the challenge of "analysis paralysis" with big data. Evan discusses how AI can help hotels move from manually digging through guest profiles to automatically identifying preferences and creating surprise and delight experiences based on guest history and behavior patterns.

[10:07] Maintaining authenticity - Evan stresses the importance of authentic communication in an AI-driven world. He notes that consumers are becoming more adept at identifying AI-generated content and emphasizes the need for genuine, human-crafted messaging that resonates with guests seeking relaxed, personal experiences.

[14:15] Experience-first approach - For independent hotels especially, Evan highlights the importance of focusing on experiences rather than just amenities. This includes establishing relevant partnerships with local businesses and ensuring staff can provide authentic local recommendations that enhance the guest experience.

[16:36] Data consolidation goals - Looking ahead to 2025, Evan shares Pyramid's ambitious goal of bringing all their data together in one cohesive dashboard. While acknowledging the complexity of connecting multiple systems, he emphasizes the importance of having actionable data readily available across their property portfolio.

00:00 - Intro
00:35 - Welcome and introduction to Evan Crawford
01:22 - Pyramid Global updates for 2025
02:49 - Managing marketing across independent properties
05:26 - AI's evolving role in hospitality
07:50 - From data overwhelm to actionable insights
09:48 - Preserving human authenticity
12:26 - Balancing AI with genuine communication
14:15 - Creating authentic experiences at independent hotels
16:36 - Partnering with local businesses
18:41 - Looking ahead: consolidating data in 2025
21:54 - Closing thoughts on data integration
23:20 - Outro