How Domina Coral Bay Raised its Service Level, Increased Product Awareness and Boosted Revenue in by Going Paperless

OPERATIONS

Typical of many resorts in Egypt, Domina Coral Bay was heavily dependent on paper based processes for managing many aspects of their operations and guest experience. The successful roll out of Eleanor has seen the resort benefit from contactless check in and paperless reservations for all the resort experiences from F&B to Spa, Excursions, Water Sports and Diving.

Why it matters: Paper based process are inefficient, time consuming and very prone to errors. Not to mention the impact on the environment. With close to 2,000 rooms the impact of removing a paper voucher based system and moving digital is very significant. The launch of the multi language Domina Coral Bay branded mobile application has revolutionised the way the resort is able to communicate its product and offerings to its guests which has led to a surge in activity bookings and boost in revenue.

The paper voucher booking system requires specific information on the guest experience such as the date, time, price, cancellation policy and a confirmation signature from the guest. Eleanor was able to tailor its existing platform to facilitate all of the above requirements being able to be captured digitally. The paper trail right through to the accounts department has been removed and replaced with digital records. Contactless registration through the Domina Coral Bay mobile application is now the preferred method of check in and puts a wealth of information about the resort and its experiences directly in the hands of the guests. Not only can guests book these experiences for all the departments directly from their device, the app also features an itinerary and allows for the resort to send upselling push notifications out to the guests.

Top 3 Core Objectives: The core objectives of Domina Coral Bay were to ensure guests knew about the resort and its offering, while streamline the daily operations that were dependent on an outdated paper based voucher booking system.

Increase guest awareness: Due to the size of the resort, ensuring guests were aware of the great experiences and activities available was a challenge.
Reduce time and errors: Replace the paper based voucher booking system with a digital version that would reduce the time taken to process the reservations and reduce the errors in billing the guests.
Contactless check in: Streamline the front desk operations with a contactless check in solution that would also improve the quality of data captured on the guest

Innovators Mentioned

Domina Coral Bay Resort

Eleanor

Michael Wieser

Managing Director

Domina Coral Bay Resort

"As one of the largest resorts in Sharm El Sheikh, we faced an uphill challenge in making sure that our guests were aware of our product and offering. The Domina Coral Bay guest mobile application goes a long way to help ensure we are communicating with our guests effectively. Eleanor and its team has helped streamline our daily operations with substantial efficiency gains across all the departments of the resort. The time savings we have seen are more significant than we imagined, and we have a much more effective system in place for managing our guest bookings for our activities and services. Our capture of guest data has improved both in terms of quantity, but more importantly quality as a result of the contactless check in module."

Michael Wieser

Managing Director

👍 Managing Director Michael Wieser said that Eleanor and its team has helped streamline our daily operations with substantial efficiency gains across all the departments of the resort.:

"As one of the largest resorts in Sharm El Sheikh, we faced an uphill challenge in making sure that our guests were aware of our product and offering. The Domina Coral Bay guest mobile application goes a long way to help ensure we are communicating with our guests effectively. Eleanor and its team has helped streamline our daily operations with substantial efficiency gains across all the departments of the resort. The time savings we have seen are more significant than we imagined, and we have a much more effective system in place for managing our guest bookings for our activities and services. Our capture of guest data has improved both in terms of quantity, but more importantly quality as a result of the contactless check in module."

⚖️ The selection process: During their research process, Michael Wieser evaluated Eleanor's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Eleanor was the best fit solution:

Managing Director Michael Wieser said, about their decision: "This is now the 3rd resort that I have worked with the Eleanor team on, and their commitment to helping us deliver results is impressive. The follow up customer support is excellent and I believe this stems from the fact they have such extensive relationships with their clients and have experience in the resort environment."

📈 The results: Eleanor is completed integrated across all resort departments including the front office, food & beverage, spa, water sports, excursions and dive centre and is an integral part of the daily operations of the resort.

Over 4,500 guests per month are checking in through the resort's mobile application
Over 4,000 bookings are made and managed each month for F&B, Spa, Excursions, Water Sports and Diving through Eleanor HQ instead of with paper vouchers
Less errors after removing the paper voucher based reservation system which has subsequently led to less guess complaints concerning bills