Part 2 AI can predict occupancy. But can it truly understand guests? In this second video, Cindy Heo, Professor of Revenue Management at EHL Hospitality Business School, dives deeper into how AI and data intelligence can transform business hotels — beyond basic segmentation and generic upgrades. Speaking within the Hotel General Management Program at EHL, Cindy challenges traditional views of business travel, revenue optimization, and guest categorization. She explains why real value creation comes from understanding why people travel — not who they are on paper. From paid upgrades and willingness to pay to deep data and strategic decision-making, this conversation reframes the future role of revenue managers as human-centered strategists empowered by AI. Cindy Heo on LinkedIn: https://www.linkedin.com/in/travelove/ 💡 Key Takeaways: ✅ Why most “business hotels” still fail to meet real business traveler needs ✅ How AI can help identify unmet demand and willingness to pay ✅ Why age, gender, and nationality are poor predictors of guest expectations ✅ The shift from occupancy forecasting to value-based revenue management ✅ Why AI should identify which guests need what — and at what price ✅ How revenue managers’ roles are evolving into strategic decision-makers ✅ Why the real competitive advantage lies in the right data, not more data ✨ A call to action: AI doesn’t replace revenue managers. It challenges them to think better. The future of hotel performance belongs to leaders who combine technology, insight, and a deep understanding of human needs. 👉 Learn more about the Hotel General Management Program at EHL: https://gs.ehl.edu/hotel-general-management-program ⏱️ Timestamps: 00:00 – What business hotels could do better with AI 00:18 – Why basic expectations still aren’t met 00:33 – Are all business travelers the same? 01:17 – Why travel purpose matters more than demographics 01:30 – What AI-powered revenue management should really do 02:02 – Why revenue managers won’t disappear — but will evolve 02:34 – The true competitive advantage: right data, right questions 02:46 – Is your hotel ready for AI-driven revenue decisions? 💬💬💬💬💬 What guest insights does your hotel not capture today — but should? Share your perspective in the comments. 💬💬💬💬💬 🔔🔔🔔🔔🔔 For more insights on AI, revenue strategy, and hotel leadership, like, share & subscribe to EHL Hospitality Business School: https://www.youtube.com/@EHLpublications?sub_confirmation=1 🔔🔔🔔🔔🔔 #EHL #HotelGeneralManagement #RevenueManagement #AIinHospitality #BusinessHotels #HospitalityLeadership #DataDrivenHospitality #HumanCentricHospitality #EHLExperience