With three long-standing leisure brands in its portfolio, Bourne Leisure brought in David Bulman as Chief Technology Officer to bring about a digital transformation of a traditional outlook and business portfolio.
Last year's IT gains may seem technologically trivial but they have triggered big operational efficiencies. For example, Bulman and his team rolled out an entertainment booking app allowing guests on all-inclusive hotel packages to book a table at their entertainment venue in advance of arrival so they don't have to rush through a short meal at the hotel before setting off.
Likewise, the deployment of new mobile staff tools allow cleaners, for example, to take photos and log maintenance jobs as they work rather than subsequently fill out a form and hand it in. This has delivered substantial efficiency gains as well as improved net promoter scores (a measure of overall customer satisfaction). And a new guest app provides information, activity booking and even a wayfinding capability to help guests find the activity they've booked, or even the way back to their car wherever it was parked on what can be huge leisure sites.