RealNZ
Enhancing Customer Experience at Cardrona Alpine Resort with Data-Driven Capacity Management
The Challenge:
After the lifting of COVID-19 restrictions, Cardrona Alpine Resort experienced a surge in visitors, leading to operational challenges such as traffic congestion, insufficient parking, long lift queues, and staffing pressures. The resort needed a way to manage daily capacity effectively while maintaining an exceptional customer experience.
The Solution:
Flock Consulting partnered with Cardrona to develop a Capacity Management Reporting solution using Microsoft Power BI and SQL databases. The solution integrated multiple data sources, including historical sales data, weather forecasts, and real-time scan data, to provide actionable insights for the resort’s management team.
The solution delivered three key reports:
Ski Field Sales Prediction Model: Predicted season pass and day pass sales using historical data and seasonal trends.
7-Day Forecast Management: Incorporated weather data to forecast visitor numbers and adjust capacity plans.
Ski Field Management: Monitored real-time guest arrivals and lift usage to manage on-the-day capacity and staffing.
The Impact:
Improved Customer Experience: By accurately predicting and managing visitor numbers, Cardrona reduced overcrowding and ensured a better experience for guests.
Operational Efficiency: The resort optimized staff rostering and resource allocation, reducing pressure on employees.
Data-Driven Decision Making: Real-time insights allowed the team to make informed decisions, such as closing day pass sales when capacity was reached.
Client Feedback:
Scott McNab, Chief Revenue Officer at RealNZ, shared:
"The Capacity Management Dashboard has been a game-changer for us. It allowed us to predict customer behavior accurately and manage our resources effectively. The positive feedback from our guests and staff has been overwhelming."
Looking Ahead:
The success of the 2023 season has set the stage for continued improvements. Cardrona is already planning for the 2025/26 season, leveraging the dashboard to forecast peak periods and optimize workforce planning.
Why It Matters:
This project highlights how data-driven solutions can transform operations in the tourism industry, ensuring sustainable growth and exceptional customer experiences.