Take some time to listen to the experiences of Michael McIvor, Operations Manager of Broken Hill Tourist Park. He discusses his fantastic experiences with the support team and describes NewBook’s system improvements as innovative and constantly updating.
Park Lane Holiday Parks wanted to ensure they were meaningfully interacting with their guests and that all interactions are fast, efficient and contribute to a great stay experience, while also streamlining and improving efficiencies in their back office operations. They believed their staff’s skills and time could be better spent in other areas of their business instead of wasted on simple administration tasks.
Since embarking on their mission, Park Lane Holiday Parks has truly embraced automation in their business. Coinless washing machines, dryers and vending machines are just a few of the other initiatives they’ve implemented for their guests and the feedback they’ve received has been great!
“What brought us across to NewBook was the fantastic customer support. They listened to the customer on the other end of the phone and were always willing to jump on support requests. Recent improvements we use include upgrade promotions and two-way SMS messaging.”
Michael McIvor
Operations Manager
They were quick to try paperless check-in and they haven’t looked back! It has sped up the entire arrival process, giving guests the ability to check-in on a mobile device from their vehicle, meaning they can arrive and start enjoying everything the parks have to offer straight away. Did we mention it’s great for the environment too?
One of the back-office challenges they faced was the result of a complicated rate structure. Their Yarra Valley property is situated in a high-volume tourist area and with a difficult rate setup, it was timely to maintain their rates and availability during busy periods. They turned to NewBook to see how they could improve their sales process and discovered that our system provides a range of automated revenue and reporting tools that could assist them. Our integration with IDeaS Revenue Management Solutions has enabled Park Lane Holiday Parks to eliminate their rate challenges and capitalise on high demand periods prior to reaching capacity. NewBook’s reports can also tell them which sites and cabins are their most profitable so they can replicate success factors in their other accommodation, increasing revenue opportunities.
NewBook’s automated surveys allows them to gather feedback about what their guests love and where there is room for improvement. Guests are automatically sent a quick survey via email or SMS upon departure and after receiving consistent feedback about their pool, they invested in a brand new 40ft container pool for their Yarra Valley property!
“What brought us across to NewBook was the fantastic customer support. They listened to the customer on the other end of the phone and were always willing to jump on support requests. Recent improvements we use include upgrade promotions and two-way SMS messaging.”
Michael McIvor, Operations Manager
