How might we help a world-class resort attract more guests?
Nemacolin Woodlands Resort is a privately owned Forbes Five Star luxury resort located in Southwestern Pennsylvania. The resort boasts four unique hotels, two golf courses, a ski mountain, and a renowned spa on its 2,000-acre property. Nemacolin offers over 70 unique activities, from dog-sledding to safari tours, that guests can purchase a la carte. While the wide range of activities differentiate Nemacolin from its competition, guests often fail to explore all the options the resort has to offer.
Reservations are key to the guest experience. If guests fail to make a reservation for a given restaurant or activity prior to their arrival, NWR staff cannot promise that the guests will be able to have a given experience at their preferred time. This leads to disappointment for the guests and chaos for staff.
Activities represent an opportunity and obstacle for Nemacolin. The wide range of activities are an important differentiator for Nemacolin. However, if guests fail to take advantage of these options, the resort leaves money on the table.
Nemacolin is committed to providing a luxurious, white-glove guest experience. The resort takes a data-driven approach to supporting the operational logistics behind its world-class service. The resort uses multiple datasets to manage their business operations and continuously improve the guest experience.
We framed our direction with two key questions that addressed both the needs of perspective guests and of Nemacolin. Our solution lives at the intersection of these two questions.
How might we encourage prospective guests to make reservations prior to arrival?
How might we leverage key guest data to provide personalized service and increase conversions?
