Hospitality Product Manager: Launch Your Career!

STAR Method: Situation: I was tasked with choosing between two potential vendors for a new check-in kiosk system. We had limited budget and tight deadlines. Task: My task was to evaluate the vendors and select the one that best met our needs. Action: I created a weighted scoring system based on key criteria (cost, features, integration capabilities, customer support). I then interviewed both vendors, reviewed their proposals, and scored them based on the system. I also spoke with references. Result: Ultimately, I selected Vendor A, even though they were slightly more expensive, because their integration capabilities were far superior and would save us time and money in the long run. The kiosk system was implemented successfully and improved check-in efficiency by 20%.

STAR Method: Situation: I was working on a cross-functional team to develop a new loyalty program. One team member was consistently resistant to new ideas and often disruptive in meetings. Task: My task was to find a way to work effectively with this team member and ensure that the project stayed on track. Action: I scheduled a one-on-one meeting with the team member to understand their concerns and perspectives. I actively listened to their feedback and acknowledged their contributions. I also tried to find common ground and build rapport. In team meetings, I made sure to create a safe space for them to share their ideas, even if they were dissenting opinions. Result: By building a relationship with the team member and creating a more inclusive environment, I was able to gain their trust and cooperation. The project was completed successfully and the loyalty program was well-received by customers.

I'm particularly excited about the increasing use of AI and personalization to enhance the guest experience. Things like AI-powered chatbots for customer service, personalized recommendations for activities and dining, and smart room technology that adapts to individual preferences. I also think sustainability is a crucial trend, and I'm interested in how hotels are implementing eco-friendly practices and technologies.

I would start by gathering data from various sources, including guest feedback, market research, and competitor analysis. I would then use a prioritization framework, such as the MoSCoW method (Must have, Should have, Could have, Won't have), to rank the features based on their impact and feasibility. I would also consider the strategic goals of the hotel and prioritize features that align with those goals.

STAR Method: Situation: Early in my career, I was responsible for launching a new menu item at a restaurant. I underestimated the complexity of the recipe and didn't adequately train the kitchen staff. Task: Launch the new item successfully. Action: The launch was a disaster. The kitchen was overwhelmed, the food quality was inconsistent, and customers were unhappy. Result: I learned a valuable lesson about the importance of thorough planning, effective communication, and adequate training. I took responsibility for my mistakes and worked with the team to address the issues. We revised the recipe, provided additional training, and relaunched the item successfully. I now always prioritize planning and communication in any project I undertake.

I've always been passionate about both technology and creating positive experiences for people. Hospitality provides a unique opportunity to combine these interests. I'm fascinated by how technology can be used to personalize the guest experience, improve operational efficiency, and drive revenue. I'm eager to contribute to the innovation and growth of the hospitality industry through product management.

I regularly read industry publications like Hotel Management, Hospitality Technology, and Skift. I also follow thought leaders on LinkedIn and Twitter, attend webinars and conferences, and participate in online communities like Product School and Mind the Product. I also try to stay informed about new technologies and tools that are relevant to product management.