Brittain Resorts and Hotels Celebrates Continued Innovation as Kristine McBride Earns New AI Certification

Brittain Resorts and Hotels is proud to recognize Director of Reservations, Kristine McBride, for successfully completing the Contact Center Artificial Intelligence Certification through The College of Call Center Excellence. This achievement reflects Kristine’s dedication to growth, leadership, and the forward-focused mindset that defines our company culture.

This comprehensive certification program encompassed training in key operational areas, including leadership and organization, data analytics, human resources, agent and customer satisfaction, workforce management, quality and call monitoring, performance coaching, and benchmarking. The coursework also emphasized the ethical and responsible use of AI, equipping Kristine with valuable insight into managing large-scale AI implementation projects.

Kristine recently represented Brittain Resorts and Hotels at the Call Center Campus Conference, held in Austin, TX. The event brought together industry leaders to share best practices, explore emerging trends, and evaluate the evolving role of technology in contact center operations. Key takeaways included the importance of strategic AI adoption and opportunities to leverage new systems — such as NiCE, which BRH is currently transitioning to in its contact center— to support greater organizational efficiency and collaboration.

At Brittain Resorts and Hotels, continuous education is essential to meeting the evolving needs of our guests and our industry. Artificial intelligence continues to transform the hospitality industry, and investing in our team’s expertise ensures we stay ahead of the curve. AI already supports our efforts to streamline operations, enhance service consistency, and empower our staff to focus on meaningful interactions with guests.

Kristine’s commitment to professional development strengthens the future of our reservations department. Her leadership ensures that new technologies are evaluated thoughtfully, implemented responsibly, and aligned with both guest expectations and operational goals.

As AI continues to evolve, Brittain Resorts and Hotels remains committed to adopting technology with purpose and intention. We congratulate Kristine on this accomplishment and look forward to the innovation her expertise will help inspire across our organization.