#269: How Hotels Should Be Using Technology to Improve the Employee & Guest Experience | with Shane O'Flaherty of Microsoft

In this episode, David Millili and Steve Carran sit down with Shane O’Flaherty, Global Director of Travel, Transportation, and Hospitality at Microsoft, for a deep dive into the future of hospitality.

Shane shares his fascinating journey—from growing up in a rodeo and circus environment to shaping global hospitality standards and now leading innovation at one of the world’s biggest tech companies. Along the way, he unpacks powerful lessons on networking, reinvention, and the evolving role of technology in travel.

The conversation explores how AI is transforming the hospitality industry—from a “tool” to a true “partner”—and what that means for hotel operators, staff, and guest experiences. Shane breaks down why AI is even bigger than the internet, how personalization can be done right, and why empowering employees with better technology is the key to unlocking exceptional service.

You’ll also hear insights on:

•  The future of AI and “agentic” workflows in hospitality 
•  Why personalization still falls short—and how to fix it 
•  The role of data, digital twins, and predictive maintenance in hotels 
•  How independent hotels and big brands can compete in an AI-driven world 
•  Real-world examples of next-level guest experiences

Watch the FULL EPISODE on YouTube: https://youtu.be/yDJYBuefp4o

Links:
Shane on LinkedIn: https://www.linkedin.com/in/shane-o-flaherty/

For full show notes head to: https://themodernhotelier.com/episode/269

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Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.