MGM Looby Host Tool

I ovesaw the design of the Lobby Host Tool—an iPad-based experience created to streamline guest check-in across MGM Resorts International properties on the Las Vegas Strip. With long lines often forming at peak times, the goal was to rethink how and where check-in happens by enabling hosts to step out from behind the front desk and assist guests directly in line.

I worked with a cross-functional team to shape a simple, intuitive interface that supports fast, on-the-go interactions in a high-pressure environment. This included expanding guest search capabilities—making it easier for hosts to quickly locate reservations using flexible inputs—and streamlining key flows to reduce friction and cognitive load. The experience was designed to be easy to learn and efficient to use, helping hosts move confidently through interactions without slowing down the line.

A big part of my role was guiding the team toward solutions that improved both the guest and employee experience. By giving staff better tools and more mobility, the product not only reduced average check-in times from 6–8 minutes to under 3 minutes (a 2–3x improvement), but also contributed to a better day-to-day experience for employees—reducing stress, increasing efficiency, and allowing for more natural, human interactions with guests.

The result is a more flexible, service-oriented check-in experience that meets guests where they are while supporting staff with tools that make their jobs easier and more effective.