Making the Hotel Check-in Experience Not Sucky with Bryan Clayton
Checking into a hotel is a frustrating, slow process that has a huge (50%!) impact on guest satisfaction. Bryan Clayton of GreenPal shares how to create a business helping hotels improve the check-in experience.
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Nuggets:
- Startups like Uber and GreenPal succeeded by giving the common person a top-tier experience
Action Steps:
- Get a job as a concierge in a luxury hotel and note the ingredients essential to a smooth, positive and remarkable check in experience
- Discover ways to automate the most remarkable check in experiences. You could implement an app that senses location, includes pre recorded audio and video content, and tightly coordinates concierge behaviors.
- Partner with some mid range hotels, get paid as a consultant while testing your idea within their ecosystem. Sell them on the fact that customer satisfaction can dramatically be increased with lower wait times: a 5 minute wait to check-in lowers guest satisfaction by 50%
- Create a metric like lowering check-in times just 30 seconds and raising customer satisfaction to five stars
Links:
Bryan Clayton is CEO and cofounder of GreenPal an online marketplace that connects homeowners with local lawn care professionals.
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Run With It by Chris Justin and Eathan Janney is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.