Increased Revenue, and Higher Staff Satisfaction

About Iron Mountain Hot Springs

Iron Mountain faced significant challenges when transitioning froma no-reservation system to a structured reservation model due tothe global pandemic. The facility needed to streamline operations and enhance the customer experience. By implementing accesso Freedom, Iron Mountain achieved enhanced reporting, an improvedcustomer experience, increased revenue, and higher staff satisfaction.

The Challenge

The shift from a no-reservation system to a structured reservation model was essential to manage the high demand for Iron Mountain’s services and this transition was not without its challenges. They were particularly struggling to balance the staff workload required to check-in guests and register credit cards on a wrist-band system with the reality that the average guest stay was often only 2-3 hours. Iron Mountain also recognized the need for a more robust POS system that could streamline food and beverage operations, ensuring faster service and a seamless guest experience.

The Solution

To address these challenges Iron Mountain sought to upgrade its system and integrate new solutions. After evaluating various options, they selected accesso Freedom for its comprehensive features and robust mobile-first ordering capabilities. The implementation began in February 2024 and the solution was fully rolled out and operational by June 2024.

The introduction of accesso Freedom had several positive impacts on Iron Mountain’s operations:

Increased Revenue:

• Mobile ordering contributed to higher per capita spending on food and beverages.
• Observed a 20% or larger increase in overall order size, with average transaction size for mobile food orders 10-15% larger compared to in-person purchases.

Enhanced Reporting:

• The new system’s dashboard provides quick access to vital data, such as top-selling items and revenue breakdowns by purchase method.
• Streamlined the reporting process, enabling more informed real-time decision-making.

Improved Guest Experience:

• Guests now order food and beverages from their pools and receive notifications when their orders are ready.
• Hot springs guests enjoy “skip the line” ordering to place large orders without interrupting their soaking experience.

Staff Efficiency:

• Despite some initial skepticism from the staff, the implementation was smooth, and employees quickly adapted to the new system. In particular, they enjoyed being fully-trained on the system in 2-hours or less.
• The integration of mobile ordering and fixed POS systems did not negatively impact tips, maintaining staff morale and income levels.

Future Plans

Looking ahead, Iron Mountain plans to further develop its facility by adding more lockers and private cabanas along the ColoradoRiver. These additions will feature a blend of mobile ordering and personal service, leveraging accesso Freedom to continually enhance guest experience.

Conclusion

The successful implementation of accesso Freedom at Iron Mountain revolutionized their operations, enhancing both customer experience and operational efficiency. The facility now enjoys streamlined reporting, increased revenue, and higher staff satisfaction. The partnership with accesso has not only helped improve current operations but has positionedIron Mountain for future growth and innovation in the hot springs industry.