Scout Living, a new flexible-stay concept launched via a partnership between Jamestown and Placemakr at Atlanta’s Ponce City Market, was purpose-built for mobile professionals who expect hospitality to keep pace with their work-anywhere lifestyle. But what sets it apart isn’t just the sleek furnishings or coworking-ready layouts — it’s the intentionally layered tech infrastructure powering every aspect of the guest journey.
In this Q&A, Placemakr COO Ryan Rickabaugh explains how Scout Living offers a tech-forward platform around open APIs and vendor integrations, what it took to create a truly seamless check-in-to-check-out experience, and how they’re using KPIs like Net Promoter Score to fine-tune their hybrid hospitality model.
Was the technology used at Scout Living developed in-house by Placemakr or sourced through vendor partnerships? If you’re working with external vendors, how did you select them, and how does their tech integrate with your overall system?
We selected our Property Management System specifically for its open API and ability to integrate with other software, apps, and services. Then our in-house technologists built a platform that connects our Property Management System to our full suite of partners – the industry-leading providers that power everything from our reservations system to guest communications and verification to unlocking unit doors on your phone. Our goal has been to build this really powerful experience that feels entirely seamless to guests, so we’ve evaluated vendors for both the user experience and their software’s ability to ‘play nice’ with the rest of our platform.
What are the core technologies powering the guest experience at Scout Living? Can you walk us through the digital journey — from booking to check-out — and highlight the platforms or tools involved?
Scout Living provides guests access to food delivery, services, and goods at the touch of a button. Powered by Placemakr, the Scout Living experience is designed for ease and offers a fine-tuned and frictionless stay, where hands-off hospitality provides guests with flexibility through the company’s proprietary online booking platform, virtual check-in (anytime), keyless locks, digital access control, and 24/7 access to building and tech support. Guests can also request laundry and dry-cleaning assistance, restocking of necessities for longer stays, housekeeping, and more through their mobile devices.
Scout Living emphasizes a seamless, no-friction experience. What were the biggest technical or operational challenges you had to solve to make that vision a reality?
We knew we wanted the arrival experience at Scout Living to feel just like going home. So, the biggest challenge was around building out a frictionless experience where you go from your Uber to your room without stopping at the front desk, all without giving up the brand identity that is central to the overall experience. Many of the industry solutions that help create a contactless experience can appear clunky and industrial. We ultimately found a sleek hardware that helps bring Scout Living’s brand identity to life. It wasn’t easy to do, but we’re really happy with how it turned out.
What KPIs or data points are you tracking to measure the success of your tech-forward approach? Are there any early results you can share related to guest satisfaction, operational efficiency, or occupancy rates?
We’re hyper-focused on the guest experience, so some of our most carefully measured KPIs are centered around overall satisfaction. Broadly speaking, guests have raved about Scout Living – how we’ve deployed smart technology in a simple way for check-in, how easy it is to get inquiries answered, the simplicity of unit access control, etc. Our outstanding Net Promoter Score is something we’re really proud of.
Scout Living is clearly designed with mobile professionals in mind. From a tech standpoint, how are you catering to that demographic differently than traditional hotels or extended-stay operators?
Each Scout Living unit features custom, flexible furniture that can be arranged to best suit the needs of mobile workers. Guests can also connect to high-speed, property-wide Wi-Fi to take advantage of coworking and communal spaces. A key amenity of the concept is its private, tech-powered meeting spaces, equipped with modern A/V equipment such as TVs and video conference capabilities – perfect for hosting board meetings, corporate brainstorms, presentations, or intimate events. Additionally, the Scout Living event team can help pre-arrange details for onsite events, including arranging shuttle service to and from the airport, curating and customizing a run of show, coordinating private chef experiences, and other special needs. Podiums and microphones are also available upon request.
How do you approach personalization and communication with guests during their stay? Is your concierge chat tool AI-powered or human-staffed? Any plans to layer in automation or predictive service?
We are intentional about “meeting guests where they are most comfortable.” For some, that means connecting with our team face-to-face at the front desk. For many others, it means texting or calling the front desk or our off-site team for assistance. We take a hybrid approach to ensure we are accommodating all guest requests, however preferred.
