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Digital Transformation for Enhanced Customer Check-In and Marketing Engagement

hiyield.co.uk

Hospitality & leisure

Operational Inefficiencies and Manual Processes

The Wave faced challenges with manual customer check-in processes causing queues and confusion, a non-digitized waiver system requiring physical signatures, and limited marketing capabilities to drive onsite rebookings. Existing systems lacked integration, leading to poor customer experience and operational strain.

About the Client

An artificial wave attraction offering year-round surfing experiences, focused on leveraging technology to improve operational efficiency and customer engagement.

Key Project Goals

Streamline onsite customer check-in through automation
Digitize and simplify the waiver signing process
Enhance marketing potential via dynamic TV displays showcasing available surf sessions
Improve overall customer experience and operational efficiency

Core System Functionalities

Mobile web app for self-service customer check-in
Bespoke RESTful API for data synchronization with existing systems
Responsive Vue.js web app for digital waiver signing
TV screen interface displaying real-time surf session availability
Integration with VivaTicket API for booking data retrieval

Technology Stack

Python

JavaScript

Django

Vue.js

Tailwind CSS

PostgreSQL

Redis

Celery

External System Integrations

VivaTicket API
Soap API
XML feed for booking data

Non-Functional Requirements

High scalability to handle peak visitor loads
Real-time data synchronization across systems
Cross-device responsive design for web and TV interfaces
Secure handling of customer data and waivers

Expected Business Impact

The digital transformation is projected to reduce check-in wait times by 70%, increase onsite rebookings through targeted marketing displays, and create a seamless customer journey from booking to waiver completion. Staff efficiency gains will allow reallocation to high-value guest services.