Conceive of and execute new and reimagined customer
experiences to drive design and rapid growth
Starwood Vacation Ownership
Historically, Starwood Vacation Ownership deferred to the property management teams to run the onsite operations, which resulted in the variation of the guest experience across the portfolio of properties. Vacation owners wanted something different. Guests no longer wanted to be treated purely as owners; they wanted the same resort experience they would receive as guests at a Westin or Sheraton. Starwood Vacation Ownership leadership wanted to come up with two new experiences that could be scaled on a corporate level to achieve this resort feel for owners.
Using its highly focused and proprietary Playbook suite of tools and processes, Spark helped MSC Cruises launch its first technological marvels, termed “Smart Ships.” Embedded within MSC for the better part of a year, Spark assisted in recruitment of advanced technical roles, training, program management, operational standardization, risk management, implementation oversight, and strategizing the overall program for continuous improvement. The engagement resulted in the successful launch a number of industry-first technologies for MSC Meraviglia and MSC Seaside, as well as the revitalization of MSC Splendida.