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2016 May June Marina World

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The magazine for the marina industry

The Ultimate in

The Ultimate in Marina Management Software • Single or Multi-site • On premise or online • Multi-lingual support • Full Multi-currency transaction processing and reporting • Advanced contact relationship management – includes membership • Berthing efficiency and occupancy reporting • Deferred revenue and forecast analysis Options include: • Synchronisation with MS CRM (on premise or online service) • Integrated Website Bookings • Boat Yard Manager Handles all plant and job scheduling • Integrated EPoS •Pedestal integration (including Rolec, Meter-MACS, et al) •Dockside Manager Real time Smartphone or tablet connection Call us on: +44 (0)1923 246414 Email: sales@starplc.com or visit our website: www.havenstar.com Composite Decking & more... High performance composite decking, fenders, duct covers and handrailing for marinas & ports. Dura Grating Fibreglass Decking Massive Anti-Slip Rapid Install 25 Year Warranty High Strength Colour Stable 3 Colours Available Dura Ultra Deck Composite Timber Decking Traditional Look No Painting or Staining 10 Year Warranty Barefoot Friendly 87% Recycled 2 Colours Available Dura Fender Dura Duct Cover Dura Handrailing DEALER CONTACTS Bahrain - Arabian Marinas Contact: Hussain al Matrook Tel: +973 17 467 664 email: h.almatrook@adco.bh Web: www.amco.bh Western Africa - wnm Ltd Contact: Akin Akinola Tel: +234 802 259 4664 email: aa@wnmltd.com Web: www.wnmltd.com UAE - Unichem Trading, FZE Contact: Mr. Hamidreza Aminifard Tel: +971 9 2282653 email: info@unichem-trd.com Web: www.unichem-trd.com | +44 (0)1255 440297 | www.duracomposites.com ...designed for the future Industrial Rail Marine Landscaping Architectural

MANAGEMENT SOFTWARE A MarinaWare online reservation system gives Marina Park a hotel style booking service. PDF based forms for collecting the information needed to provide the appropriate level of service for a world class marina. Much like the repair and boat sales business model migrated to automobile business practices in the 1980s and 1990s, Marina Park decided to use the modern practices and techniques of upscale hotels. While simple in concept, this led them to conclude that an enhanced guest experience would require more attention to detail and an online real time reservation and billing system. In order to implement the hotel concept, Levin’s team looked for a software vendor that had a similar vision and had experience in the marketplace. After meeting with MarinaWare at the Marina Recreation Association of California’s annual conference, a working partnership was established. By leveraging MarinaWare’s 30 years of experience in the marina software market with a state of the art facility, the partners launched a plan. The guest experience was promoted to the forefront of the management systems and procedures. This started with an online reservation system that allows boaters to choose the dates of their visit and the exact slip they want. Once the slip is selected, the customer enters credit card information and pays the deposit for the upcoming stay. To complete the reservation, the boater agrees to the marina practices/ policies and a PDF confirmation letter is emailed. The design of the software allows individual slips to be booked in the same way as airplane seats. This allows for tighter control of the dock and minimises last minute shuffling of boats. Most other marina reservation systems involve an email to the marina, a response from the operator, a payment process and then a confirmation notice. In a best case scenario, this can take up to 15 or 20 minutes. What Marina Park needed was to have online status of all the available guest slips, all the time. This would give the Internet guest the same view as the marina operator. As each booking is made, a slip is marked as reserved and its availability is removed. This is very similar to the way an airline books seats on a specific flight or a venue sells seats for an event. An added complexity exists when the length, beam, draft and electrical requirements are considered. But by having guests enter the specifics of their requirements, time and effort is reduced for the marina staff. The customer saves on time and effort too. Because of the real time nature of the software, boaters do not have to wait to hear back from the marina by phone, text or email. They receive the email confirmation letter and are assured of their space within seconds of making the reservation. Of course ‘taking’ the reservation is not as important as ‘holding’ the reservation. There is nothing more frustrating than arriving at a facility to find your reservation has been ‘lost’. With a written confirmation letter and corresponding reservation number, there are no angry customers with ‘lost’ reservations. Hospitality extras Once boaters arrive at the marina, they are met on the dock by staff armed with a wireless device. By utilising the wireless pad to access the marina’s central reservation system, the member of staff can confirm the customer’s information and check the boat into the reserved slip. During this process, security access cards and information about local restaurants, parking, current events, activities etc., are also provided to the guest. To further ease the burden, the well-lit walkways and signage are pointed out so that the route to the showers, toilets and laundry facilities, and details for handicapped access, is clear for all customers. This is the start of the concierge service that travellers have grown to expect when they stay at a well-run hotel. During the course of any visit, additional charges can be billed to the customer’s account. This can include power, extra lines, cords or other necessary items from the office. When guests make the initial reservation and set up accounts, the marina keeps the credit card details on file. This card is then used for any charges while the boat is at the dock. It also has the added convenience of being used during the check-out process. Many times after the boat has left the dock, the meter is read and the electricity is billed to the customer. Again utilising the hotel model, the card on file is charged for any unpaid items and the customer account is reconciled by the marina operator. After the initial account creation and visit to Marina Park, the customer can continue to make reservations for future visits. This includes the ability to use the same credit card to book multiple slips over different dates and thus helps the marina to generate reliable, consistent repeat customers - the basis for long term growth in a guest oriented facility. Erik Rulifson is the principal at MarinaWare, marina management software specialists based in WA, USA. He can be contacted on email: erik@marinaware.com www.marinaworld.com - May/June 2016 41

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