From a unique location on a peninsula, Riverside rents out various types of boats, canoes, and stand-up paddleboards. They also rent out bicycles, e-bikes, tandems, and scooters. It’s a place where water and outdoor activities come together, and where the target audience consists mainly of corporate groups and families looking for an active day outdoors.
Before Riverside partnered with LeisureKing, scheduling was done using a paper calendar. When things were slow, that worked just fine. But as business picked up, using this method became increasingly prone to errors. Human errors were easy to make, and that resulted in double bookings: two groups claiming the same boat or SUP at the same time.
On top of that, every booking was made over the phone. Guests couldn’t check availability on their own and had to call to do so. As a result, the phones at Riverside were constantly ringing off the hook, which took up a lot of time and attention. Ultimately, this led to fewer bookings. It was time for a different approach.
That called for a different approach. Riverside and LeisureKing have now been working together for 10 wonderful years. That partnership didn’t happen by chance: it began with a productive conversation with Els (owner of Riverside) at a recreation trade show. There, LeisureKing’s personal approach was the deciding factor in making the switch. LeisureKing’s reservation system with its online booking module quickly proved to be the perfect replacement for the paper calendar.
Els, owner of Riverside:
LeisureKing takes the hassle out of things, provides a clear overview, and is a user-friendly program
Riverside now uses inventory management and an on-site check-in and booking screen. This allows guests to make reservations and check in on their own, without needing assistance from a staff member at the front desk or over the phone. Inventory is now easily managed and visible at a glance to both the team and the guest. In addition, staff can see real-time availability of items such as boats, canoes, SUPs, and bicycles.
Since making the switch, the number of phone calls has dropped significantly, while online reservations now make up the majority. Currently, about 80% of Riverside’s bookings are made online. This gives the team a clear overview of inventory and current availability, making double bookings a thing of the past. Not only does this save time on the phone, but guests notice the difference as well. Booking and check-in via the registration screen go smoothly: no waiting at the front desk, and no confusion beforehand about what’s still available.
For Riverside, the transition has mainly brought peace of mind. And that gives Els the freedom to focus on running the business again. Whereas before all bookings came in over the phone—which took up a large part of the day—80% of bookings now come in online. This gives the team a better overview of availability and leaves more time for the guests who are on-site.