Personalisation with AI: The Future of Hospitality

In this episode, Michelle sits down with Tracy Sheen — award-winning author of AI & U, digital guide, and professional speaker — to unpack exactly how AI is transforming the way local businesses operate. With more than 30 years’ experience helping small businesses adopt digital tools, Tracy shares how AI can: Automate repetitive admin tasks like rostering & stock control Personalise loyalty programs and enhance customer experience Unlock smarter marketing strategies — even on tight budgets Turn customer feedback into real business growth Support staff by acting as a collaborator, not a competitor You’ll also hear real-world examples of how venues are already using AI — from a coffee van in regional Queensland creating new revenue streams, to clubs and restaurants improving loyalty with personalised offers and smarter Wi-Fi. Tracy also explains why the fear of AI replacing jobs is misplaced, and how leaders can instead use it to empower teams, improve efficiency, and deepen community connection. This episode is packed with practical tools like Canva, Guidde, Tango, and Notebook LM — simple, affordable ways to bring AI into your venue today. 🔗 Resources & Links Get Tracy’s book AI & You: https://aiandu.com.au Tracy’s speaker site: https://tracysheen.com The Digital Guide: https://thedigitalguide.com.au Next Steps Follow the podcast for new weekly episodes: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast Join Michelle’s newsletter for hospitality leadership & customer service insights: https://www.michellepascoe.com/blog Work with Michelle: https://www.michellepascoe.com/traininganddevelopmentprograms