Scott Strickland on vendor management
From CCO of Wyndham on Scaling Innovation Across 9,000 Hotels · · Hotel Tech Report
“Treat them like partners. Our Oracle representative, our Saber rep, our Salesforce rep, my Adobe rep — all those folks have offices here on campus. Share your visions, be open book on strategy, and be good to each other — do case studies, speak at conferences — and you'll get better access to their engineers and roadmaps.”
On , Scott Strickland, Chief Commercial Officer at WYNDHAM HOTELS & RESRTS, spoke about vendor management during CCO of Wyndham on Scaling Innovation Across 9,000 Hotels on Hotel Tech Report.
About Scott Strickland
Scott Strickland, Executive Vice President and Chief Commercial Officer of Wyndham Hotels & Resorts, has discussed the company's integration of artificial intelligence into guest services. He stated that Wyndham's guest engagement platform uses AI to interact with guests via text message in 100 languages, and he described the system as "empathetic" and "engaging," noting that guests have asked the AI out on a date. Strickland also highlighted the company's "Wyndham Connect Plus" platform, which he described as an omni‑channel system for reservations and guest engagement that is voice‑interactive and can book, modify, or cancel reservations. He said the company spent $350 million modernizing its technology platforms and that it operates on a single tech stack globally, using one cloud provider and two property management systems. Strickland also addressed Wyndham's loyalty program and partnerships. He said the company removed loyalty enrollment targets for property owners, stating that technology would handle enrollment. He mentioned partnerships with Madison Square Garden, Live Nation, and Applebee's, and the launch of a paid royalty service called "Wyndham Rewards Insider." In a separate appearance before Franklin County commissioners, Strickland urged action on homelessness, recounting the death of a homeless man named James Calhoun in a parking lot and stating that "the money is available" and "they're dying every day out here."
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