Lost tickets, lobby trash, rising supply costs: Why The Maven Hotel ditched paper tags
Paper luggage tags cost more than they let on. Lost tickets. Lobby clutter. Suppliers that keep getting harder to find. At The Maven Hotel at Dairy Block, Director of Rooms Kristbjorg Johnson had seen enough. Ninety days after switching to Chexology, her team has a system that's faster, cleaner, and already opening doors to what's next.
Kristbjorg Johnson didn't plan a career in hospitality. It found her, one summer in the mountains of Jackson Hole. Before long, she was using her crisis-communications degree to guide guests through wildfire evacuation protocols. Today, she's Director of Rooms at The Maven Hotel at Dairy Block, ranked the second-best hotel destination on Leisure's Readers' list of Denver's favorite hotels.
While she's still solving challenges guests do not see coming, the stakes are lower than a spontaneous Jackson Hole wildfire. Or are they?
Her latest fix: Chexology. Less than 90 days ago, The Maven swapped paper baggage tags for good. Kristbjorg shared her experience through the digital change, from sticky tickets in the lobby to one of the easiest onboardings her team has ever seen.
Here's her story, in her own words.
Jackson Hole to Denver. Walk us through your journey!
“I started my career in hospitality by chance. I was living in Jackson Hole, not loving my job, when a friend mentioned the hotel she worked at was hiring. It sounded interesting and lined up with my skill set, so I applied and got the job.
“My degree is in Public Relations with a focus on crisis management, and it came in handy faster than I expected. Not long after I started, a forest fire came dangerously close to town. I was new to my role, but I was able to help communicate clearly with guests on safety and evacuation protocols, and to train fellow staff on the right language so we could inform guests without creating fear.
“That experience opened my eyes to how many paths this industry offers, which was exciting for someone like me who craves new and different challenges.”
Paper luggage tags. Be honest. How bad was it at The Maven Hotel?
“Before Chexology, we used the standard paper tagging system, which was awful for several reasons. It's wasteful, guests lose their tickets, and in the last few years, even finding the same quality in paper tag products at a reasonable cost was becoming increasingly difficult.
“As an operator, I'm constantly searching for innovative ways to streamline workflow for my teams, so they have more time for guest interaction and less time on menial tasks. The Chexology system isn't just more ecologically sustainable. It also opens new avenues for The Maven to elevate service without increasing our costs.
“It’s been a few months now with Chexology, and the team is loving it. We're now able to filter our stored luggage more efficiently by incoming and outgoing guests, which helps us elevate service and be more streamlined.”
So what tipped the scale from ditching your hotel’s paper system to Chexology’s paperless system?
“Finding reliable luggage tag suppliers was already becoming a burden, and it was truly a "right time, right place" moment.
“When I met with Neil at Chexology to learn about the program and how it could support our operations, he outlined the benefits and ROI, and that was that.”
Any details that won you over?
“I love that Chexology’s tags are reusable. That's a really great sustainability touch for our hotel.”
The Maven Hotel went live a few months back. Any surprises since you switched to Chexology?
“It was great to see how easily and quickly the team adapted to the new product. With any new implementation, there's always a learning curve, and this seemed like one of the easiest onboardings we've done as a hotel, so I thank you for that.
“Ownership also loves not seeing paper baggage tags in the trash and our old stickers everywhere in the lobby. We didn’t realize how much waste paper tags created until they were gone.”
How is your team doing? We had fun with them during our training day. Were they skeptics at first?
“They’re doing well.
“They were hesitant at first because the old system was familiar. However, within a few weeks, they shifted their opinions and quit using the remaining tags we had available. Chexology is definitely easier, more secure, and it's very easy to implement and learn.”
What about your guests? Did they notice anything once you switched to Chexology?
“We haven’t had any notable guest reactions or issues moving to your text messages for confirmations! Guests have appreciated not having to keep track of their ticket stubs, though! We have heard that wonderful comment a few times.
“We anticipate that once the valet integration is live, we'll have some more guest feedback to share with your team. We’re really looking forward to rolling out your paperless valet experience.”
That’s so great to hear. We’re also looking forward to your valet rollout. Ok. Pitch Chexology to another GM in thirty seconds or less. Go!
“I would explain Chexology as a program that actually solves an operational problem in a simple and effective method, and also opens up the door to more opportunities within valet, amenity deliveries, and more. It’s a well-designed interface! We believe Chexology of services will lead to more successful and efficient operations for our team.
“The Chexology support team is also a great and willing partner. They’re always excited to hear my team’s ideas and future needs. That's a quality that's indispensable in partner relationships in our industry, now more than ever.
“That’s what I would tell them.”
Last question for you. Ten years from now, what's the biggest shift for our hospitality industry?
“I hope to see great tech being implemented without overshadowing the human element. Hospitality is all about people. Finding actually helpful tech that supports people rather than replacing them is what I think brings true value in this ever-changing tech and AI landscape.
“I think that companies like Chexology share that same belief and principles. That makes me excited to see what the future holds in terms of industry changes and public perception.”
Thank you so much, Kristbjorg, for sharing your time with us. If there’s anything else our team can do for you, please let me know.
“Thank you!”
Ninety days in
The Maven Hotel in Denver, has already left paper tags behind. No more lost tickets. No more sticker trash in the lobby. Just a system her team picked up fast, and one that's opening doors to valet and amenity delivery next. For Kristbjorg, that's the real win: tech that makes the job easier without taking the human touch out of it.
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