Open Sky Zion Scales Maintenance Processes Using Coast’s QR Codes

When you’re running a luxury glamping experience, customers expect a certain level of attention to detail. That means doing everything you can to ensure operations run as smoothly as possible, and if an issue does occur, you address it immediately (if not sooner).

That’s certainly the case at Open Sky Zion, a 90-acre, get-away-from-it-all destination situated right outside of Zion National Park. What started as three luxury camps back in 2021 has grown into 13 in addition to a welcoming lobby space and farm-to-table restaurant. Plus, the property is off the grid, so everything required to provide water and power is all managed on site. It’s actually home to one of the biggest solar grids in Southern Utah.

Spreadsheets Get Too Complex

Before starting with Coast in early 2024, the staff was tracking everything from maintenance to well meter readings through Microsoft Excel, and it got to the point where they had thousands of page lines of data. “Our spreadsheets got really complex, and it became hard to read and report data,” says Tomas Feichtinger, Open Sky Zion’s guest experience manager. “We were just at that breaking point.”

The resort needed to implement new systems to keep up with the growing number of both its campsites and staff. So, Feichtinger worked closely with the general manager to redesign their entire operation to run more smoothly and effortlessly with little staff friction.

Scaling With Coast

The team looked at several different pieces of software, but Coast became their go-to solution because of its flexibility. “As we started to put these structures into place, I realized [Coast] would be scalable and a really great fit for what we needed,” says Feichtinger.

The team primarily uses Coast for work order management, but the housekeeping department also started using it for room inspections. Coast provides a place to store inspection checklists to ensure that every cabin is cleaned consistently in addition to other standard operating procedure docs the staff needs to access.

Being able to adapt Coast to their process needs allowed them to consolidate their tech and have a really easy system to work with, Feichtinger says. “The other competitors didn’t really have that to the degree we were looking for or just didn’t have the flexibility to kind of play around with that,” he adds.

And because they started using Coast as they were building their new processes, implementation was a breeze. “I want to give a shoutout to the success implementation team,” Feichtinger says. “Joyce has been great. The whole team over there has been super responsive and worked with us to get everything out of the app that we needed.”

QR Codes & Reporting for the Win

The resort’s four admin staff are the ones primarily using Coast, but all 30 employees as well as guests can access the QR codes that they’ve set up in different locations across the resort. 

The ability to create QR codes has been huge for the team. Staff members can scan a QR code from their mobile device and access, for instance, the inspection checklist system, which has made things a lot more efficient, Feichtinger says. 

Coast’s reporting structure is another thing that greatly benefits the team. “Coast has one of the most robust and useful reporting structures that we use in our tech stack right now, so that was massive for us as well,” Feichtinger points out. “Consolidating information is huge for us, so anytime we can do that and have a user-friendly interface for that data is going to be a win in our book.”

The team currently tracks each campsite as its own location, so they can pull reports and find trends in how often they need to fix a piece of equipment. For instance, if a fireplace in one of the tents goes out more often than the others, they can make the decision to replace it.

Perhaps the biggest win as a result of using Coast is that guest satisfaction has improved now that the staff is able to stay on top of issues better. In the luxury hospitality biz, that’s everything.