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InfoGenesis Solution Implemented
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Case Study - Vail Resorts

Skiing, snowboarding, shopping. Hiking, lounging, dining. It’s the extraordinary diversity offered by Vail Resorts that makes this year-round vacation destination a premier mountain resort. With more than 5,000 acres of nature’s beauty and 33 ski lifts, it is the largest single mountain in North America and plays host to world-class events and visitors from all over the world.
 
Vail Resorts operates four Colorado mountain resorts: Vail, Beaver Creek, Breckenridge, and Keystone. To meet the needs of their diverse clientele, Vail Resorts offers many dining establishments conveniently located around the mountain. A diner can feast on American gourmet cuisine atop the scenic Game Creek Bowl, enjoy a pub-style menu of salads at the Blue Moon Restaurant & Bar, or dine at Larkspur, where they can fill up on an eclectic mix of American cuisine and rustic French entrees.

The Situation 
An information technology leader, Vail Resorts makes extensive use of technology to enhance guest service levels and convenience. Their enterprise-wide point-of-sale (POS) 

Location: Vail Resorts
Market Segment: Resorts
Technology: Cashless payment options, Enterprise configuration, Offline capability
Return on Investment: Better insight into business trends, Improved guest satisfaction, Increased revenue
requirements include 24 on-mountain and base-area restaurants and 84 separate profit centers. They needed an enterprise POS solution to support four diverse ski resort operations from a central data center. In order to enjoy increased efficiencies, Vail wanted to centralize their POS infrastructure and support, rather than replicate systems and expertise for each of their four properties. Most importantly, Vail Resorts wanted to establish a seamless environment for their guests across all four resorts—establishing a superior guest experience environment in their market.

Finding the Right Solution

Vail needed a scalable POS system to run over a wide area network (WAN) and handle the complex configuration and security requirements of a multi-location resort community. The open systems architecture and scalable design of Revelation from InfoGenesis, as well as its track record for reliability made it an easy choice for Vail Resorts.

The key to the Revelation enterprise capability lies in a client/server approach, combined with the performance of the Microsoft Windows NT operating system and SQL Server database management system. The result: a powerful information management and business analysis tool that not only helps manage business better, but also improves guest experience.

InfoGenesis provided Vail with a single, complete package: system implementation, training, professional services, and on-going 24/7 customer support. This complete package, along with impressive solution reliability, prompted Vail Resorts to fast-track implementation of the InfoGenesis POS solution throughout all their properties.

“The incredible product reliability we have experienced since our first InfoGenesis installation in 1998 made a compelling argument to accelerate our rollout to replace less robust solutions that were in use at other properties,” said Mike Hibbs, Director of Information Systems at Vail Resorts.

Seeing Return on Investment

After installing Revelation by InfoGenesis, Vail Resorts reported dramatic improvements in business performance—improvements that can be attributed to unit managers making more effective and more timely business adjustments that produced increased revenues and lower food cost.

“It was like we handed a brand new tool to our managers,” commented Hibbs. “Our managers use Revelation to understand their business operations, compare themselves to other operations, and adjust their staff, product, and marketing programs.”

The Benefits of Enterprise POS

To service their four ski resorts, Vail Resorts strategically placed servers in two data centers. These systems communicate via a high-speed WAN that connects the four properties. The benefit: obsolete polling utilities are no longer needed, and guests enjoy a seamless experience with full access to their charging, as well as frequent guest and promotion package privileges from anywhere within the four resort community.

“For us, the technology goal was not only to centralize our configuration management, but also to centralize our POS database,” added Hibbs. “With the true enterprise approach and integration flexibility that InfoGenesis delivers, we have the perfect environment to provide an unparalleled guest experience.”

Cashless Convenience

Vail Resorts provides guests the convenience of a “cashless” vacation. Vail has two types of guests—ones who stay on property and ones who simply use the resort facilities. Vail Resorts’ goal is to deliver convenience to both types of guests, as well as extend the opportunity to participate in various loyalty programs.

Upon arrival, each guest receives an identification card linked to a Vail account, a credit card, or both. At the POS terminal, the cashier or server scans the identification card. Revelation verifies the guest’s charging privileges and posts charges to the guest’s account and to PEAKS—Vail Resorts’ loyalty program. With a free PEAKS card, guests earn points toward unique rewards while experiencing exciting activities at any of the Vail properties. This cashless convenience is easily implemented in an InfoGenesis solution and promotes guest loyalty, satisfaction, and enhanced revenues.

Scalability and Reliability

The unique scalability of Revelation means unlimited configuration flexibility, which is key to supporting the significant variance in business practices across the different Vail properties. Revelation also supports TCP/IP-based interfaces, allowing Vail to integrate 84 dining operations with inventory, property management, customer relationship management, and other applications. This enables consistent delivery of guest service programs and creates a back-office system that is much simpler to use. This entire enterprise integration has made it much easier for managers to spot trends and react to business opportunities.

Additionally, by moving to an enterprise POS solution, Vail eliminated system problems that previously had caused guest service interruptions. Revelation is designed to operate offline if necessary, a feature critical for Vail where adverse weather conditions and rugged terrain can result in network difficulties. Combined with IBM high-performance POS terminals, Revelation gives Vail Resorts the assurance that important business functions will not be compromised. Guest are never inconvenienced and outlets continue to generate profits no matter what the weather.

By implementing an InfoGenesis technology solution at all of their area properties, Vail resorts now enjoys greater awareness of business trends, higher guest satisfaction levels, and increased revenue. InfoGenesis produces the complete technology solution needed to improve internal operations, as well as providing the tools necessary to keep guests coming back.

“Revelation was chosen on the strength of the architecture, flexibility of the application, and the quality of the people in the InfoGenesis organization,” added Hibbs. “The underlying success of the project is based on the partnership we have established and the enterprise approach to our POS implementation. We now have the tools we need to manage our business well into the future.”

To find out more about the technology solutions InfoGenesis provides, call us today at 800-242-5434 or visit www.infogenesis.com.

Contact:
InfoGenesis
  1351 Holiday Hill Road
Santa Barbara, CA 93117
Phone: 805.681.8600
Fax: 805.681.8609
http://www.infogenesis.com
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Also See: InfoGenesis Solution Implemented; Case Study - Hyatt Regency Huntington Beach / InfoGenesis / October 2004
InfoGenesis Appoints Carl Crockett  to their Expanding Sales Team / July 2005
InfoGenesis and Adaco Provide Return on Investment for Hoteliers / June 2004
Russia's President Hotel Selects Revelation from InfoGenesis / April 2004
Scottsdale Plaza Resort Realizes ROI with InfoGenesis / April 2004
MGM MIRAGE Selects InfoGenesis POS as Corporate Standard / February 2004
Revelation Case Study:  Mandalay Bay Resort & Casino / InfoGenesis
e-Revelation Case Study: Harbor Restaurant Group / Multi Property Restaurant Chain / InfoGenesis
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