I'm recording this from a hotel room because that's where I live now. I keep hearing "AI" in every hotel conversation, so I pulled in Kevin Duncan, Executive Vice President, Product at Cendyn to talk about what actually works—especially at the front desk.

🤖 Kevin explains how Cendyn connects guest data across CRM, CRS, and other systems so teams work from one guest profile instead of disconnected records 🧠 He talks about using AI to add predictability: what the guest will do next and how the hotel can respond 🛎️ He breaks down front-desk modules that sit on top of the PMS and prompt agents with what the guest prefers so personalization happens in the moment 🏃 He uses a simple example: he runs and uses fitness centers, but hotels still miss that preference even after repeat stays 🍷 We talk privacy and where "helpful" turns into "creepy," plus why opt-in matters 💰 We connect personalization to loyalty and revenue: guests come back when the hotel gets the personal touch right 🧩 He explains Cendyn's content hub concept: keep branding and messaging consistent across digital touchpoints