HSMAI Foundation Faculty Webinar: The impact of AI on the guest journey from discovery to hotel booking

Register

Artificial intelligence is fundamentally reshaping the guest journey, altering how travelers discover, evaluate, and ultimately book accommodations through AI-driven search and LLMs. This session examines the underlying shifts in information retrieval, trust, and personalization, and their implications for hospitality marketing and distribution strategies. Attendees will gain a structured framework and research-backed insights to better understand and teach the evolving role of AI across each stage of the guest journey.

Presenters:
Craig Carbonniere Jr., CHDM – AVP of Sales, Hospitality at Milestone Inc.

Mehernosh Jehangir – Corporate Director of Revenue Management at Lowes Hotels & Resorts

Renee Haddad, CRME – VP, Hotel Revenue Optimization, US & Canada at Preferred Hotels & Resorts

Marie Claire Louillet, DBA, CRME – Professeure at Institut de tourisme et d’hôtellerie du Québec