|With over 1.5
million guest visiting the property every year, the Opryland
Hotel is one of the top tourist destinations in Tennessee and
the entire Southeast. Steeped in tradition, this facility caters
to a wide range of guest ranging from conventions and meeting
attendees to the lover of Country music. While doing so, the
Opreyland Hotel delivers an experience like no other in the
With the constant growth in the meetings, conventions and tourisim
industry along with 3 new facilities comming on-line in the
next few years, The Opryland Hospitality Group began in early
1999 looking to Self Service as a way to enhance the customer
experience and maximize the comany's resources.
The initial Project identified the sale of Opreyland complex
and Airport ground transportation products. In the past, transportation
ticketing has been attendant provided at a traditionally manned
kiosk at both the Airport and in the Hotels Magnolia lobby.
The project goal was to provide 24/7 access for ticket purchase,
reduce the long line-ups when large groups arrived and offer
credit card transactions in order to decrease the time to purchase.
contacted Global Kiosk Systems in early February of 1999
to discuss the possibilites of a Self Serve application.
After an initial review of the project requirements, three
kiosk modules offered by Global would meet the project
goals. They would use a customer interface for the product
request, a transaction module for credit card processing
and Global's Watchdog for monitoring both the Kiosk, it's
consumables and the global software package.
The Ncr 7401 hardware platform was chosen for it's high level
of integration, reliablity and the NCR product support program
for after sale service. The traqnsaction portion would be handled
by Symphony Products. Symphony offers a wireless solution using
CDPD technology for transaction processing. The wireless capability
enhances the placement opportunities for the kiosk and impacts
the time to depolyment, as the need for any dedicated banking
lines is eliminated.
Integrating both this technology and the existing Global Kiosk
package proved to be a winning combination. Opreyland took delivery
of its solution in less than 5 weeks from the final specifications
being approved. Since that time the application has captured
more than 20% of the daily total for ground transportation tickets
being purchased at these locations. Customer response has been
favorable as guests see the self-service kiosk as an added benefit
to their stays experience both in the convenience, ease of use
and the time saving factor. The project manager for Opryland,
Mr. Rod Armstrong says "The entire package offered by Global
Kiosk has been a great success. Global and their partners were
able to meet our very aggressive instalation timeline while
providing a product that has been both well recieved by our
guests and virtually maintenance free".
Given this programs intial success, Opryland is now considering
self-service as a key component in their customer service strategy.
This application has had a positive impact, and will contribute
to the Opreyland Hospitality Group's mission, which is to be
the premier hospitality destination, providing quality entertainment
experiences that create a positive difference in people's lives.