North Star Metric for a Global Hotel Chain's Direct Booking App

You are a PM at a large international hotel chain (think Hilton), and you are building the brand's own booking app. Which north star metric would you use to judge whether the app is a success? ```hint Why book here Ask what a traveler gains by booking through the chain's own app instead of somewhere else, and what the chain gains when they do. ``` ### Clarifying Questions - Does the chain already sell rooms through its website and through third-party travel sites, so the app competes with existing channels? - Is the app only for booking, or will it also cover the stay itself, such as check-in and room requests? - Should one metric cover every brand in the chain's portfolio, or only the flagship brand? ### What a Strong Answer Covers - The app's purpose for travelers and for the chain, stated before any metric is named. - Candidate metrics compared against explicit criteria such as guest value, link to revenue, team control and resistance to gaming. - A precisely defined north star (unit, time window, what counts) and the input metrics that drive it. - Guardrail metrics that catch ways the north star could rise without real value. - How the metric copes with infrequent travel and seasonality. ### Follow-up Questions - The north star climbs, but the chain's total bookings across all channels stay flat. What is happening, and what would you check? - How would your north star change once the app adds mobile check-in and digital room keys? - Leadership wants app downloads as the headline number for the first year. How do you respond?