How Revelstoke Mountain Resort improves customer experience and wait times with WaitWell
Read time: 11 min
About the project
Improving the guest experience at a popular year-round resort
Revelstoke Mountain Resort (RMR), located in British Columbia, is a premier destination for skiing in the winter and various summer activities such as the Pipe Mountain Coaster, paragliding, and aerial adventure parks. In 2021, the resort faced the challenge of managing large crowds and long wait times during its busy summer season. To solve this, they partnered with WaitWell to streamline service delivery across multiple attractions and improve the customer experience.
Client
Revelstoke Mountain Resort
Date
April 2022
Industry
Hospitality
Overview
Revelstoke Mountain Resort is renowned for its world-class winter sports and equally popular summer attractions. With thousands of guests visiting daily, managing wait times and ensuring a seamless guest experience was becoming increasingly difficult. WaitWell’s queue management system helped RMR optimize service at key locations like the aerial park and Pipe Mountain Coaster, allowing guests to wait virtually and enjoy other activities while waiting for their turn. This reduced congestion and ensured that staff could handle the crowds more efficiently.
Challenge
Managing high guest volumes and improving the customer experience
In peak summer months, guests at RMR would wait up to four hours in the summer heat for attractions like the mountain coaster and aerial adventure park. Long queues prevented guests from exploring other activities, negatively impacting their experience. Revelstoke needed a solution to improve service delivery, reduce crowding, and create a better overall experience for visitors. Additionally, staff needed a system to help manage the high volume of guests and provide better communication.
Solution
Virtual queuing, appointment booking, and two-way communication with WaitWell
Revelstoke implemented WaitWell at its aerial park and Pipe Mountain Coaster to solve these challenges. At the aerial park, guests now book appointments ahead of time, completing safety training before their scheduled slot, which speeds up the process. For the Pipe Coaster, customers join a virtual queue and receive real-time updates via SMS or app notifications when it’s their turn to ride. This allows guests to explore other attractions or grab a meal instead of standing in line.
The system’s two-way communication feature has been a game changer. Staff can send mass updates if weather affects operations and respond to guest inquiries in real-time. The ability to interact directly with customers has enhanced both the service and guest experience.
“The main thing for us that distinguishes WaitWell from another run-of-the-mill queuing system is really the communication line that we have with our guests. It is so much more than just a queue management system for us.”
Dustin Fransoo Lift Operations Manager
Revelstoke Mountain Resort
Results
Revelstoke Mountain Resort dramatically reduced wait times, enhanced staff productivity, and improved the overall customer experience with WaitWell. The system’s two-way communication and data insights enabled better service delivery and more accurate wait-time predictions, allowing guests to enjoy multiple activities without standing in long lines.
“WaitWell’s support has saved us through long weekends and holidays. The team is super responsive and fast, and the real benefits we’ve seen are in communication and data collection.”
Dustin Fransoo Lift Operations Manager
Revelstoke Mountain Resort
Ready to take control of your queue?
Switch to the queue management system that makes it easy to make changes whenever you need.
Ready to take control of your queue?
Switch to the queue management system that makes it easy to make changes whenever you need.