Boutique Hotel

As an independent branding, marketing, and UX expert, I led the complete customer experience (CX) transformation of a small hospitality business in one of the most attractive areas of the city.

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

Branding & Positioning
Developed a unique hospitality brand identity, aligning the property’s aesthetic and storytelling of modern travelers.
Space & Experience Design
Personally curated the apartment interiors, selecting decor that created a welcoming, high-end yet cozy atmosphere.
Customer Service & Operations
Trained staff to provide warm, engaging interactions that made guests feel truly welcome.

Created a seamless quality control system to ensure apartments were impeccably prepared for each new arrival.

Established an efficient customer support system, ensuring prompt and thoughtful responses to guests via the Airbnb platform.
Marketing & SEO-Optimized Listings
Crafted compelling Airbnb listings, optimized for search visibility and conversion. Paid meticulous attention to professional photography, keyword strategies, and engaging property descriptions.
Social Media & Promotion
Developed a digital marketing plan to increase brand awareness and attract guests.
Local Experience Enhancement
Designed and printed a local guide to help guests explore the best attractions, dining, and hidden gems of the city.
Through Workshops with different Stakeholders, I gathered all relevant Data, from Business Intelligence markers like Funnels and Conversion Rates, to Marketing Goals, ROI and Traffic, Survey Feedback, User Interviews, Heatmaps, Research Papers, Competition Markers, etc.
Once insights are clear, I translate them into actionable designs. Starting with wireframes, that later developed into interactive prototypes and design specifications that developers used as references. We held regular check-ins to address questions and align on adjustments.
After launch, I collaborate with the Business Intelligence team to analyze the data and create A/B testing iterations.

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.
During the coding phase, I work with the developers to make sure that the requirements are followed and implemented successfully. We also work together to determine if there are any usability issues that need to be addressed.
After launch, I collaborate with the Business Intelligence team to analyze the data and create A/B testing iterations.

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.
After launch, I collaborate with the Business Intelligence team to analyze the data and create A/B testing iterations.

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.

Time to Completion

2 years

Results

+ 80%
Occupancy Rate

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