You At The Center
Design Research / Story board / concept development
The Challenge
To improve guest experience in luxury hotels, customization is becoming a key component. Even more important are the hotel concierge and staff supporting the experience.
How might we redesign the hotel staff experience to enable them to deliver more personalized, luxury service?
The Process
Through the research, I found that…
Guests are becoming more demanding, want memorable experiences and extreme personalization.
Concierge teams are expected to be destination authorities.
Team members find joy in delighting their guests. But some guests can be difficult, or impossible, to serve…which can leave team members demotivated.
Quotes from interviews
From this I gained the insight that…
…team members crave opportunities to provide personalized service, but…demanding guests can create friction, eroding team members’ desire to empathize and serve guests in a meaningful way
The Solution
I developed an ecosystem in which the most front-facing staff (i.e. Concierges and Front Desk) can perform better. The 4 key components are…
Empathy between guests and staff
Supportive Community within the hotel
Empowerment from managers
Self-contentment and motivation
