After we define a brand, we begin the process of operationalizing it with employees and activating it with consumers. We examine interactions and spaces, and we become the customer to create moments that move the brand past design and into a bigger, broader living experience.
Through a secret stay, measurement app, competitive audit and consumer review analysis, we established a baseline for the 300-room property located just outside the heart of Sedona. After repositioning, we worked with the Hilton operational team and ownership group to evolve their service into a more boutique-influenced offering fitting of the unique destination. We not only defined the plan, but built tools to keep it operationally sustainable.View Project
In the experience plan we look to create impactful moments – the kind that are fondly remembered and quickly shared. To do that, each element must be fully considered. In Sedona, we changed the check-in experience to be more adventurous by leveraging a large topographic map featuring surrounding trails. Through implementation, the map itself has become a shareable story of its own because it features National Park trails carved into a local slab of wood hand-built by a local craftsman.