A personalized guest arrival experience

Kevin Led an experience design team in a partnership with Marriott’s innovation team (Hotel Labs) to design & develop an iBeacon experience that allows guests to be recognized by name and personal preferences upon arrival.

OBJECTIVE

• Empower associates with the tools necessary to elevate the hotel guest experience

Results

• Technical capabilities to recognize and greet guests by their preferred name

• Richer guest-associate engagement opportunities brought about by easy access to proximate guest profile information

• 16% increase in guest arrival satisfaction scores corresponding with app experience

The team

Creative Director:
Kevin Flores

Principal Engineer:
Jack Cox

Program Manager:
Bob Wolk

Senior Interaction Designer:
Chris Eklund

Visual Designer:
Laura Lee Boykin

Lead Engineer:
Kevin Vaughan

Engineer:
Tyler Ritchie

Client Sponsors:
Ray Bennett
Chief Global Officer, Global Operations

Nathan Van Orden
Senior Director, Digital Guest Services - Product Management