Front desk Cast Members encountered difficulties in selling resort tickets to guests, necessitating the redirection of guests to Guest Services. This process was time-consuming and caused frustration for both guests and Cast Members.

Through user research, it was identified that the inability of front desk Cast Members to sell resort tickets directly resulted in customer dissatisfaction and operational inefficiencies. Insights from interviews, observations, and feedback informed the development of the Resort Mobile Ticketing solution.

To address the problem, the design process involved the following steps:

The Resort Mobile Ticketing solution offers the following features:

• Integrated within the Hotel Experience platform for easy access by Cast Members.
• Visually appealing interface that appeals to both guests and Cast Members.
• Drastically reduced clicks required to sell a ticket, from a minimum of 12 clicks per guest to a minimum of 5 clicks per party.

The solution underwent rigorous user testing with front desk Cast Members and resort guests. Feedback and insights gathered from these sessions were used to refine and improve the application's usability and effectiveness.

The implementation of Resort Mobile Ticketing has brought about significant improvements:

• Front desk Cast Members now spend less time and encounter fewer frustrations while selling resort tickets.
• Guests benefit from a more efficient and enjoyable ticketing experience.
• The streamlined process has enhanced customer satisfaction and improved operational efficiency.

Throughout the project, several key lessons were learned:

• The importance of involving end-users in the design process to ensure a user-centric solution.
• Iterative prototyping and testing are crucial for identifying and addressing usability issues.
• Visual design plays a significant role in enhancing user engagement and enjoyment.

Resort Mobile Ticketing has successfully transformed front desk operations by enabling Cast Members to sell resort tickets directly to guests. The solution's seamless integration, visually appealing design, and reduced clicks have improved the overall ticketing experience for both guests and Cast Members.