The front desk has been the symbol of arrival for a century — and the source of its biggest friction. In this episode, Jordan Avery joins us to unpack what happens when the desk stops being a place and starts being a moment.
In this episode
- 02:14 — Why "skip the desk" isn't the same as "skip the welcome"
- 11:40 — Roaming staff and the iPad-in-the-pocket model
- 21:05 — The data that actually predicts a five-star first impression
- 28:30 — One change every property can make this quarter
About the guest
Jordan Avery leads digital guest experience at Marriott International, where they've spent the last decade turning operational friction into design problems.
