Streamlining Chaos
CASE STUDY
At Dave Hansen Whitewater, over 300 guests check in daily for scenic and whitewater rafting trips at their busy downtown office. Each guest must complete several steps before heading out. But in a fast-paced, high-volume environment, new hires had little time to get up to speed, and even seasoned staff struggled to keep up.
CHALLENGE
With a constantly moving front desk and limited training time, new hires found it nearly impossible to keep pace with the rapid check-in flow. Errors like missing waivers or incomplete forms caused delays, created safety concerns, and added stress to the guest experience. The existing systems were inconsistent and outdated, making it difficult for the team to operate efficiently or confidently.
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​SOLUTION
To address these challenges, we designed a clear, scalable onboarding system and revamped the check-in process to reduce errors and boost efficiency across the board.
Key Improvements:
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Onboarding Made Easy: Created virtual PowerPoint training modules so new hires could access and review onboarding materials anytime without having to rely on overextended coworkers
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Pre-Arrival Communication:
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Added a 24-hour text reminder with check-in instructions and contact info
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Updated the 48-hour phone script to proactively address potential issues before guests arrived
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Check-In Optimization:
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Updated POS with current merchandise and shortcut buttons
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Created a daily pre-printed check-in sheet with waiver status, rental info, and payment status for each guest
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RESULTS
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99.9% waiver compliance across the entire 2022 season (only one missed waiver incident all year)
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5-minute reduction in average check-in time, increasing overall operational efficiency
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Maintained a 4.9-star rating across 1.3K+ reviews, with zero negative mentions of the office experience