Boutique Hotel
I led the complete customer experience (CX) transformation of a small hospitality business into a successful business.
My Mission:
to turn a newly renovated boutique hotel with 15 apartments into a highly profitable business through a strategic blend of branding, UX, and operational excellence.
Strategy
The hotel was undergoing renovation and lacked a defined customer experience strategy.
Branding
There was no established brand identity, marketing plan, or operational structure.
Experience
The business needed a compelling online presence and seamless guest experience.
The Process:
Crafting a User-Centric Solution
Developed a unique hospitality brand identity, aligning the property’s aesthetic and storytelling of modern travelers.
Personally curated the apartment interiors, selecting decor that created a welcoming, high-end yet cozy atmosphere.
1. Trained staff to provide warm, engaging interactions that made guests feel truly welcome.
2. Created a seamless quality control system to ensure apartments were impeccably prepared for each new arrival.
3. Established an efficient customer support system, ensuring prompt and thoughtful responses to guests via the Airbnb platform.
2. Created a seamless quality control system to ensure apartments were impeccably prepared for each new arrival.
3. Established an efficient customer support system, ensuring prompt and thoughtful responses to guests via the Airbnb platform.
Crafted compelling Airbnb listings, optimized for search visibility and conversion. Paid meticulous attention to professional photography, keyword strategies, and engaging property descriptions.
Developed a digital marketing plan to increase brand awareness and attract guests.
Designed and printed a local guide to help guests explore the best attractions, dining, and hidden gems of the city.
For example, after the launch, we analyzed user behavior data and noticed that there were users clicking on the product feature titles, so we created a more interactive menu for the car features. Iterative improvements generate a cumulative benefit that ultimately generates big gains.
For example, after the launch, we analyzed user behavior data and noticed that there were users clicking on the product feature titles, so we created a more interactive menu for the car features. Iterative improvements generate a cumulative benefit that ultimately generates big gains.
The Impact:
Enhanced Customer Experience and Conversions
Measuring Success
Achieved 80%+ occupancy rate within just a few months.
Superhost Staus
Earned Superhost status on Airbnb, increasing credibility and visibility.
Results
Boosted revenue from $4,000 per month to $28,000 per month.
