Rototype S.p.A's venture into the entertainment industry includes the integration of a dependable Self-Service Ticketing Kiosk at Global Village, one of the busiest theme parks globally. This success story is woven with passion, embracing challenges to deliver technology and automation that guarantee robustness and reliability.
Introduction
Global Village is a unique multi-cultural family destination created in 1997 in Dubai, United Arab Emirates. The Park is a one-stop destination for some of the best entertainment, shopping, dining, and attractions in the region. One of Dubai’s top attractions, Global Village takes you on a cultural journey around the world. Global Village welcomes millions of guests every season, making it the park with the 4th largest daily footfall in the world.With a strong belief that the world's diversity and creativity are a limitless source of excitement and that human connections should have no boundaries, Global Village brings together extraordinary people to create wonderful experiences for guests from around the globe.
Challenge
Welcoming millions of visitors each season requires high amount of planning and facility for visitors to access multi-channels to purchase their tickets for easy and smooth access to the park.
Prior to the implementation of the self-service ticketing system, GV faced several challenges. The ticketing process was time-consuming, with long lines and wait times over the counters windows. Global village also needed an efficient way to manage parking payments from a self-service kiosk to empower its other payment channels like online payment, over the counter and mobile payments. In order to enhance customer experience, the park also needed a smarter way to issue Carnival cards to allow user to purchase and top up their existing cards.
Solution
To address these challenges, Global Village Guest management team had a great roadmap to introduce new alternative delivery channels for customer. As part of the management vision GV implemented a self-service ticketing system with access to parking payments and issuance of Carnival cards. The machine allowed the customer to pay using their credit card and an option to add cash payment systems at any time if needed in future. Rototype S.p.A with its local partner in Dubai developed a customized second-generation kiosk for Global village that integrated with their existing IT infrastructure and was easy to use for both guests and park staff. The platform included features such as, ticketing & card issuance, QR code scanning for parking tickets, Unattended Banking POS devices for payment, receipt & ticket printing, dynamic pricing and real-time inventory management.
Results
The implementation of these Second-Generation self-service ticketing system resulted in several positive outcomes for GV. The machines allowed walk-in guests to easily purchase over these machines and avoid long lines at the ticketing windows, leading to a reduction in wait times and an increase in guest satisfaction scores. The system also improved the ticket inventory management, with real-time updates allowing GV to manage capacity for high-demand attractions more effectively.
Impact
The success of the self-service ticketing system had a wider impact on the theme park and the guest experience. The system improved GV’s operational efficiency and helped better understand guest behavior and preferences. Additionally, the system demonstrated the importance of digital transformation in the theme park industry, with other parks following the lead and implementing similar self-service ticketing systems.
Conclusion
In conclusion, the implementation of the self-service ticketing system was a major success for Global Village, resulting in improved guest experience, increased revenue, and improved operational efficiency. The system demonstrated the importance of innovation and digital transformation in the park industry and helped GV stay ahead of the competition.
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