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Vail Resorts Delivers the “Experience Card Printer SUCCESS STORY VAIL RESORTS, INC. SUMMARY Customer Vail Resorts, Inc. Industry Hospitality Challenge Improve guests’ experiences as they prepare to board ski lifts by replacing aging handheld barcode scanners with a new technology to scan season passes. Solution Zebra P330i UHF RFID Vail Resorts Delivers the “Experience card printer Results of a Lifetime™” with First-of-Kind • Resorts can now better understand aggregate RFID Lift Access skier behavior patterns and use this information to further improve the Vail Resorts, Inc., through its subsidiaries, is the Challenge guest experience. leading mountain resort operator in the United • Reduced season pass For properties in the Vail Resorts family, the fraud due to increased States. The company’s subsidiaries operate the accolades never cease: information available at Vail, Beaver Creek, Breckenridge and Keystone the time of scanning. • “Vail has a ‘wow factor’ that other resorts • Improved the guest mountain resort properties in Colorado, the experience by making Heavenly Ski Resort in the Lake Tahoe area lack,” says SKI Magazine. it possible for them to have their ski passes scanned of California and Nevada, and the Grand Teton • Breckenridge is #1 for its terrain park and without having to unzip Lodge Company in Jackson Hole, Wyoming. pipe, according to Freeskier Magazine’s poll. jackets or drop poles — providing ease of lift access The company also operates RockResorts, Keystone’s terrain park is also consistently ranked as one of the top by Freeskier and unmatched by any other a luxury resort hotel company, and Vail Resorts resorts. Transworld Snowboarding. • Integrated social media Development Company, its real estate planning, so guests are able to development and construction subsidiary. • The National Ski Area Association has track their vertical feet, recognized Beaver Creek with its Best earn pins for on-mountain Overall Customer Service award for three achievements and share photos on Facebook and consecutive years. Twitter via the EpicMix application. SUCCESS STORY VAIL RESORTS, INC. In fact, all five Vail Resorts ski destinations Solution rank in SKI Magazine’s top 20 resorts in North America. Skiers concur, with 10.2 percent of all Through the company’s internal evaluation skier visits — 6.2 million — taking place at the process, Vail’s technology team looked at company’s resorts. various solutions, including RFID-based gates and turnstile systems widely used at European Not ready to rest on its laurels or decades ski resorts. However, Vail quickly saw the of awards, Vail Resorts keeps raising the bar drawbacks of installing turnstile systems. in terms of guest experiences. With a simple mission of creating the “Experience of “We felt that gates and turnstiles can a Lifetime,” the company set out to enhance sometimes inhibit the guest experience, rather guest experiences even further for the 2008- than enhance it,” said Andy Shenberger, senior 2009 ski season. director of IT, Vail Resorts, Inc. “Permanently affixed gates/turnstiles can also inhibit the snow Vail saw an opportunity to improve guests’ grooming process in base areas and requires experiences as they prepare to board ski lifts. a huge physical footprint and significant Instead of replacing aging handheld barcode capital investment.” scanners, Vail looked into new technologies for scanning guests’ season passes. In past ski Based on the maturity of the alternatives and seasons, guests needed to physically present Vail’s specific needs, the evaluation team their season passes for barcode scanning which selected ultra-high frequency (UHF) RFID oftentimes required them to unzip their jackets tagging with handheld scanners/computers. and fumble for their season pass. 2 zebra technologies SUCCESS STORY VAIL RESORTS, INC. The resulting solution is unlike any currently Compared to the other printers Vail looked available in the ski industry today: at, Zebra only requires one cable for the “We felt that • UHF cards instead of HF tags — UHF offers printer to be networked, which turned out Zebra would greater flexibility due to longer read ranges. to be a significant benefit. While it seemed like be a strong The company can inexpensively add and a small factor, Vail felt the second cable would partner that move read points and gather group data increase the complexity of the printers. would work without guest interaction. with us on To maximize readability of cards close to the • Handheld scanners instead of gates — optimizing body and under layers of clothing, Vail’s IT team Using handheld scanners significantly passes for our worked closely with Zebra to choose a card reduces costs and impact to the mountain, environment as well as enhances the guest experience. that met their data and security requirements, and that would while maximizing the read range and read • Passive detection in specialty areas — be there years speed when worn by skiers. They tested various Passive scanning via an overhead antenna from now.” for on-mountain lifts allows resorts to read configurations in Zebra’s lab before settling RFID-enabled passes as guests board lifts on Zebra’s patent-pending inlay design and Andy without any proactive guest interaction. chip set from NXP Semiconductors. The Shenberger, documentation and empirical data that Zebra Senior Director provided — as well as insight into the current of IT Compared to the other printers and projected future of the RFID market — helped Vail looked at, Zebra only requires guide the decision to what Vail felt was the best one cable for the printer to be chip set to use. networked, which turned out In-lab tests evaluated various wear scenarios such to be a significant benefit. as number of clothing layers, proximity to skin and wear location, as well as distance from the subject and speed of the subject. The cards also provide As part of that solution, Vail chose Zebra® UHF extreme durability over several ski seasons. cards and the Zebra P330i UHF RFID card printer to print season passes at its corporate Additionally, the UHF card provides superior fulfillment center in Colorado, retail centers and security over the previous barcoded-only cards. resorts. Zebra partner ExtenData, an enterprise The UHF chip serves as a strong barrier mobility solution provider, supplied the Zebra to duplication, preventing counterfeiting. P330i printers for the Easy Scan system. Zebra also created custom printer firmware “As we looked at printers, we wanted a vendor to increase the throughput and security of the that would partner with us rather than simply media for Vail’s specific environment. “Zebra sell us boxes,” Shenberger said. “Zebra was has very much been a partner in all this. They by far the best choice. We felt that Zebra would have been fantastic to deal with, with very quick be a strong partner that would work with us turnaround times,” Shenberger said. on optimizing passes for our environment and that would be there years from now.” The season passes include a barcode, RFID inlay and a magnetic stripe, giving Vail guests Additionally, Zebra printers offered significantly access to multiple experiences on just one card. better integration with Microsoft software. The stripe allows guests to connect their passes Vail was able to use existing Microsoft print to a credit card, if desired, to use for lunch, a hot functionality, which allowed for easy deployment drink or other services at the resorts — freeing and integration. This helped Vail avoid costly them from having to carry wallets. customization and minimize client-side changes. 3 zebra technologies zebra technologies 3 SUCCESS STORY VAIL RESORTS, INC. Over the course of two years, Vail tested skier behavior patterns in a manner never the Easy Scan system in its harsh mountain before possible. This provides the resorts with “While it was conditions — with wind chills well below information that can be used to further improve a very complex 0º F — with more than 1,000 Vail Mountain Ski the guest experience in the future. project for School and Ski Patrol employees. Trials allowed us to design/ The company also reduced season pass fraud the company to establish best practices scanning implement, to due to increased information available at the and wear procedures for staff and guests. our guests it time of scanning. Lift staff see a photo of the seems simple “We had an overwhelming response from the person on the handheld scanner and can ask and is working pilot group regarding the significant customer questions to verify identity. Resorts reported flawlessly.” service improvement of not having to present a dramatic increase over prior years in the passes for scanning, while maintaining the number of fraud incidents detected. Andy personal touch of interacting with a person Shenberger, Yet the greatest gains have come in the guest instead of a gate,” Shenberger said. Senior Director experience — the ability to offer ease of lift of IT Results access that is unmatched by other ski resorts means that guests move faster through the Vail Resorts officially launched the Easy Scan scanning process, and as a result, are able system in August 2008 for all resorts. In total, to spend more time on the mountains. And with it installed 268 Zebra printers across its the growing adoption of social media, guests corporate fulfillment center, retail locations and are now able to track their vertical feet, earn resorts. In the Spring of 2008, guests began pins for on-mountain achievements, share buying Epic Passes online and in person. During photos on Facebook and Twitter and even race their peak, the central office printed more than against Olympic Gold Medalist Lindsey Vonn 10,000 full-color UHF-enabled passes per day. via the EpicMix application. When resorts opened that November, the system “It’s been a home run. Families with children performed exactly as designed in the mountain don’t have to unzip jackets or drop poles conditions.
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