From People to Performance: How AI Keeps Exceptional Experiences at the Center

I’ve always believed that true service excellence isn’t defined by a single moment. It’s not just the warm welcome or the friendly smile, though those will always be part of how we think about delivering exceptional experiences at Towne Park.  Delivering consistent, authentic experiences comes from building great teams, giving them the right tools, and making sure every part of the journey is handled with care and precision. 

At Towne Park, we see the evolution of AI and the subsequent enabling technologies as an integral tool that helps our people and our business perform better every day. From streamlining how we hire and schedule labor to enhancing the work experience for our teams and optimizing revenue for our clients, AI is embedded in many of the tools that support and enable our teams and operations. 

That’s why when I talk about AI, it is an innovation about optimizing both business and people to deliver great results. Many times, AI is framed as a replacement for human work. While in some cases, there is practicality in that, AI is also part of the engine that helps enable our people - helping us hire better and faster, schedule smarter, manage our operations with greater precision and optimize our financial performance.  All of this is so our people have more time to do what they do best: connect with others and deliver exceptional experiences and outcomes. 

Hiring with Purpose 

Great service starts with great people. Our AI-powered hiring platform has transformed the way we attract and onboard frontline talent. By automating repetitive tasks and using a conversational bot to engage candidates, we’ve made the process faster, simpler, and more effective for everyone involved. 

We have been able to improve our time to hire while the quality of candidates has improved. That matters. It means new associates join our teams sooner, feel supported from day one, and are better prepared to deliver memorable experiences. 

Just as important, our managers now spend more time training and coaching their teams and engaging with clients. More efficient hiring doesn’t just fill a shift, it builds stronger, more resilient teams that make service excellence possible.  

Smarter Scheduling, Happier Teams 

Schedules that respect each of our associates' preferences positively impact the client experience while improving productivity. Using our AI-based labor management platform, we can more effectively align labor needs with demand leveraging real-time data such as occupancy, weather, and other demand patterns while factoring in associate preferences. 

The result is balance: consistency for our clients, flexibility for our people, and a more efficient operating model overall. In addition, when staffed appropriate for the demand it enhances our associate tip earning potential. When employees feel valued and supported, service excellence follows naturally. 

Driving Value for Clients 

Service excellence isn’t just about experience; it’s about performance and ensuring we deliver on our client and our company financial objectives. Our technology and innovation teams have developed proprietary rate-setting, dynamic pricing, and e-commerce solutions that leverage AI and real-time data to enhance revenue performance and optimize assets. 

With these tools, we’re helping our clients achieve measurable results, on average we see greater than a 15 percent lift in parking revenue when we leverage our proprietary revenue optimization tools, while providing their guests, patients and visitors seamless arrival through departure experiences. 

 The Power of People and Technology 

The future of service excellence is about unlocking the full potential of both people and technology.  AI enables us to recruit stronger teams, create smarter schedules, optimize outcomes, and most importantly, give our people more time to do what matters most: connect, serve, and create WOW moments. 

As AI continues to evolve, so will we, using it to deepen relationships, strengthen performance, and create better outcomes for everyone we serve. We’re excited for what’s ahead.  

How do you see AI shaping the balance between people and technology in your industry?