Thila - Guest Experience App and Staff Console for a Maldives Resort Group

Dashboard, arrivals, arrival detail with check-in verification, request queue and transfers. Every one of the 18 arrival reservations opens its own verification page.

Routed to housekeeping, engineering, transport, front office or guest services, with targets such as 15 minutes for extra towels, 20 for air conditioning and 2 hours for plumbing. Timers turn amber at 75% and red when breached.

Flights landing after the 15:30 seaplane cut-off for Ari Lagoon and Baa Reef, departure pick-ups too close to the flight, and slots over the boat or seaplane's capacity.

39 arriving guests across 4 properties, 28 transfers in 16 slots, 24 guest requests and 15 staff users, all on one day at 10:40 Maldives time.

Passports Typed at the Jetty

Tourist establishments must register their guests and share guest details with the authorities as the immigration rules require. Raakani collected those details from photocopies on arrival, so typing errors and expired documents were found with the guest already standing at the desk.

Transfers That Depend on Daylight

Seaplanes generally fly in daylight only and operators set baggage limits, so a late flight means a domestic flight and speedboat or a night near the airport. Manifests were rebuilt by hand each night, and late landings were spotted when the seaplane had already gone.

Requests With No Owner or Clock

Requests came by phone, chat and radio, passed through several people before reaching housekeeping or engineering, and nobody could say how long they took. Guest services had no way to see a breach until the guest complained.

Health Data in a Spreadsheet

Allergies and medical dietary needs are health data. They need explicit consent, must reach the kitchen and service staff who prepare the food, and must be hidden from everyone else. EU guests' data is also treated to GDPR standards.