Digital Guest Services
I have spent the last decade making travel easier, more enjoyable, and accessible for customers around the globe. My passion is creating world class products and experiences that overlap in both the digital and physical worlds. While working at Marriott, I helped to reinvent and transform the digital guest services landscape with the introduction of products such as Mobile Check-in, Mobile Key and Digital Chat.
Role
I was responsible for product development, research, deployment, and execution within the Marriott Bonvoy mobile app. I was focused on “Win the Stay” initiatives, which were features available to a guest during their hotel stay, and aimed at keeping 120M loyalty members engaged within Marriott channels, building and nurturing brand loyalty.
Accomplishments
- Developed strategy, managed roadmaps, prioritized backlog, drove strategic alignment, and launched new products globally.
- Product Owner for multiple features/epics.
- Developed strategic partnerships to support new product features,
- Identified and developed KPI’s and metrics with Consumer Insights and Program Evaluation teams.
- Globally deployed mobile check-in, check-out, chat, and service request services to over 4,000 hotels.
- Implemented global support model for hotels using mobile guest services.
- Operational SME for multiple large, complex, multi-system integrations such as Mobile Key and Property Management System interfacing.
- Integrated multiple product features directly into business applications (on-prem and cloud based), including lock/access management and Salesforce CRM systems.
Results
- Grew product from initial POC at 10 hotels to over 7,000 hotels across 140+ countries, 120M members and over 45M service interactions.
- Increased member sign-ups, app downloads, and stickiness.
- Drove and increased performance execution metrics at hotels.
- Consistent, year over year global increase in member usage metrics.
- Improved ITR/NPS at participating hotels (Net Promoter Score).