The Guest Experience Manager at the operations console reading the live destination map, with the three jobs of the view around it: demand before it becomes a queue, every guest on the move and the vehicle they are in, and a low rating traced back to the trip that caused it.
The Guest Experience Manager view exists to catch guest mobility problems before a guest ever feels one. In day-to-day operation a station can look perfectly healthy right up until the moment people are queuing and the complaints begin, and by then the problem is already a guest experience problem. This view is built to surface demand as it builds, so the manager can act while there is still time to keep anyone from waiting too long.
It does three things in particular. It shows demand rising before it turns into a queue. It gives a live picture of every guest on the move and the vehicle they are travelling in. And it ties a low satisfaction rating back to the specific trip that caused it, so a soft number finally has a cause attached. This is a read and oversight view: the manager watches, judges, and recommends here, while the actual dispatching is carried out in the Operations Manager view.
The wide view across Red Sea Global. The strip along the bottom is the guest mobility read for the whole destination.
What you see
At the wide view, the strip along the bottom is the guest mobility read for the whole destination. It is organised into the three phases of the guest journey, read left to right: what is building before a trip, what is moving during it, and what the trip left behind. Two station lists sit alongside, breaking the same picture down by where the demand is concentrating.
Pre-trip is the supply and demand picture before guests move.
| Field | Example | What it tells you |
|---|---|---|
| Available vehicles | 6 of 12 | Vehicles free to assign now, and how many are Marina-assigned |
| Transfer variance | +18% | How far transfer demand is running above or below the planned 240 per hour |
| Booking requests | 412 | Mobility requests received in the last 60 minutes |
Trip is who is moving right now and in what.
| Field | Example | What it tells you |
|---|---|---|
| Vehicle type mix | 22 buggy, 9 shuttle, 5 bus, 4 boat, 3 bike | The active fleet broken down by vehicle class |
| Guest per vehicle type | 22 buggy, 9 shuttle, 5 bus, 4 boat, 3 bike | How guests on the move split across those same classes |
| Guests travelling | 186 | Guests in transit right now |
After-trip is the outcome once guests have arrived.
| Field | Example | What it tells you |
|---|---|---|
| Avg travel distance | 2.4 km | Typical distance covered per trip today |
| Avg travel time | 8.4 min | Typical door-to-door time today |
| Guest travel satisfaction | 92% satisfied | How guests are rating transfers |
Two station lists sit to the left of the strip. Request time by station ranks where requests are landing, here Marina Arrival, SLS Lobby, and EDITION Beach Club. Top stations ranks the busiest pickup points by request volume, here Marina, Turtle Bay Arrival, and Spine Corridor. Together they point to the part of the destination driving the destination-wide numbers.
Reading demand across the destination
The read works at two levels. At the wide view the strip covers the whole destination across the three phases. Drop into a district, here the Marina, and the same read rescopes to that one area, which is usually where a destination-wide signal resolves into the place that is driving it.
| Aspect | Detail |
|---|---|
| Problem | A station can look healthy right up until guests are queuing, by which point it is already a guest experience problem. |
| Goal | Surface demand as it builds, across the destination and within a district, so it can be acted on before anyone waits too long. |
| Precondition | The guest experience feed is live: bookings, available vehicles, and trips in progress are reporting. |
| Steps | 1. Open the Guest Experience Manager from the persona bar. 2. Read the destination mobility strip across the three phases: pre-trip, trip, and after-trip. 3. Use the two station lists to see where demand is concentrating. 4. Select a district to rescope the same read to one area. |
| Postcondition | The part of the destination driving the numbers is identified, early enough to act. |
The Marina district. The strip now reads for the Marina alone: 4 of 12 vehicles free, transfer variance of +42% against plan, 86 booking requests in the last hour, 32 guests on the move, and 92% of guests satisfied with their transfers. The station lists confirm the Marina is driving its own demand, with Marina Arrival, Boardwalk, and Boat Slip taking the top requests.
Following a guest trip
At the closest level the view follows a single guest trip through its three phases, and each phase surfaces its own recommended action. Each card carries the live feed for the flagged spot, opening it inside the card so the manager can confirm what is happening on the ground before acting, without leaving the card or hunting for the camera in the CCTV panel.
Before the trip
Demand that used to be invisible until it became a queue is now legible while there is still room to add capacity.
| Aspect | Detail |
|---|---|
| Problem | An overwhelmed station only became visible once guests were already complaining. |
| Goal | See demand early enough to request extra capacity before the queue ever forms. |
| Precondition | The pre-trip read is live for the station: demand against capacity, free vehicles, and the oldest request age. |
| Steps | 1. The red card surfaces: demand 214 against a 150 capacity, 11 vehicles free, oldest request 8 minutes. 2. Confirm the Marina feed inside the card. 3. Request 6 more transfer boats from the Operations team, or defer with Remind me later. |
| Postcondition | Extra capacity is requested before the queue forms; the dispatch itself is carried out in the Operations Manager view. |
Close-up of the Marina, before the trip. The red card asks the Operations team for 6 more transfer boats, because demand has reached 214 against a capacity of 150, only 11 vehicles are free, and the oldest request has waited 8 minutes.
During the trip
With every guest in motion visible, a pinch point can be relieved while the trip is still under way rather than after it.
| Aspect | Detail |
|---|---|
| Problem | There was no clear picture of how many guests were actually moving at any moment. |
| Goal | See every guest in motion and the vehicle they are in, so a developing pinch point can be relieved mid-trip. |
| Precondition | The trip read is live: guests travelling and per-vehicle occupancy are reporting. |
| Steps | 1. The card surfaces: 318 guests on the move and the lead buggy already at 5 of 6 seats. 2. Confirm the Spine Corridor feed inside the card. 3. Send 2 buggies to the Spine Corridor, or defer with Remind me later. |
| Postcondition | The pinch point is relieved while the trip is still under way. |
Close-up of the Marina, during the trip. The card suggests sending 2 buggies to the Spine Corridor, because 318 guests are on the move and the lead buggy is already at 5 of 6 seats.
After the trip
A low score that used to arrive with no explanation now points straight back to the leg that produced it.
| Aspect | Detail |
|---|---|
| Problem | Satisfaction scores arrived after the fact with no link to a cause. |
| Goal | Tie a low score straight back to the leg that produced it, so dissatisfaction can be traced rather than guessed at. |
| Precondition | The after-trip read is live: per-group satisfaction and travel time against target are reporting. |
| Steps | 1. The card flags a low-rated arrival: satisfaction averaging 4.1 of 5, one group at 3.6, travel time 8.4 minutes against a 6.3 target. 2. Confirm the Marina Promenade feed, camera IB-03, inside the card. 3. Open Route Review on the Marina to villas leg, or defer with Remind me later. |
| Postcondition | The dissatisfaction is traced to a specific leg and pattern, not a guess. |
Close-up of the Marina, after the trip. The recommended action card flags a low-rated arrival and suggests reviewing the Marina to villas leg, with the Marina Promenade camera open inside the card. Satisfaction is averaging 4.1 of 5 with one arriving group at 3.6, and travel time is 8.4 minutes against a 6.3 minute target.
Simulations this view runs
The Guest Experience Manager runs the simulations that read the island through the guest: how they gather, how a space clears, how heat and exposure sit on the routes they walk, and how the fleet and network carry them. The simulation object is Humans, or Combined where a run also carries the vehicles guests share the site with. Each read is summarised below and documented in full in the Simulation chapters.
| Category | Simulation | What it reads | What it drives | Read in full |
|---|---|---|---|---|
| People | Crowd | Density against the line where a space stops being comfortable | Meter flow or hold a release before a crush forms | Crowd |
| People | Evacuation | How guest spaces clear and where people bunch | Design signage and capacity around the real bottleneck | Evacuation |
| People | Outdoor thermal comfort | Felt heat across the ground as shade shifts | Add shade or shift timing before an exposed stretch bites | Outdoor thermal comfort |
| People | Accessibility | Reach to amenities by walking effort | Design reach in rather than discover the gaps by chance | Accessibility |
| Traffic | Mobility | Transfer times and requests against the fleet | Adjust ahead of the surge, before anyone waits | Mobility |
| Traffic | Shuttle network | Where reliance concentrates and where guests walk | Fix the leg that carries the network, not one route | Shuttle network |
| Traffic | Drop-off forecourt | Dwell, queue, and bay fill at the kerb | Set staging and kerb management ahead of the rush | Drop-off forecourt |
| Transport | Wind | Where airflow funnels and accelerates between buildings | Soften an exposed corner through layout or routing | Wind |
| Transport | Emissions and noise | How emission and noise carry across guest areas | Target routing and screening at the real sources | Emissions and noise |
| Transport | Safety conflicts | Where guest and vehicle paths cross and clash | Put crossings and separation where the conflict is | Safety conflicts |
People
Crowd. Keep every space on the right side of comfortable, protecting the feel of an unhurried destination even when a show lets out or two arrival waves land at once. The twin plays a footfall scenario forward against the density at which a space stops being comfortable, so flow is metered, foot traffic rerouted, or a release held before a crush forms. Read in full
Crowd, Guest Experience read. Density at the plaza nears the safe line at peak, with guests in the crush.
Evacuation. Confidence that guest-facing spaces clear cleanly, with no single stairwell or doorway quietly holding back the exit. The twin plays the evacuation forward through the occupied spaces, surfacing the bottleneck as a located finding, so signage and capacity are designed around the spot that matters. Read in full
Evacuation, Guest Experience read. Clear time runs past the target, with guests still to reach muster.
Outdoor thermal comfort. Keep the parts of the day guests remember on the good side, not the walkway that turned uncomfortable at midday. The twin plays felt heat forward using where shade actually falls, showing the comfortable footprint shrink as the sun climbs, so shade or timing is adjusted before an exposed stretch becomes a complaint. Read in full
Outdoor thermal comfort, Guest Experience read. Shaded share drops as the midday sun peaks, with guests in the heat-stress zone.
Accessibility. A destination effortless to move through, where no key amenity sits just far enough to quietly strain a guest. The twin reads the site by walking effort, mapping reach from where guests actually are and surfacing the corners beyond comfortable range, so reach is designed in rather than discovered by chance. Read in full
Accessibility, Guest Experience read. The far villas fall outside the easy-reach window, with guests beyond easy reach.
Traffic
Mobility. No guest waiting longer than feels effortless for a ride. The twin plays a demand scenario forward against the fleet and schedule, surfacing where transfer times stretch and requests pile up ahead of anyone standing, so a measured adjustment lands before the surge. Read in full
Mobility, Guest Experience read. Transfers strain as guests surge and buses run short.
Shuttle network. A network guests trust, where no unreliable leg quietly trains people to walk. The twin plays the network forward to show where reliance concentrates and where guests fall back to walking, so the leg carrying the network is fixed rather than one route tuned in isolation. Read in full
Shuttle network, Guest Experience read. The marina line runs full at peak, with waits building at the stops.
Drop-off forecourt. An arrival that feels seamless, with nobody queuing at the kerb where they are meant to feel welcomed. The twin plays an arrival pattern forward, reading dwell, queue build, and bay fill, and marks where flowing becomes congested, so staging is set ahead of the rush. Read in full
Drop-off forecourt, Guest Experience read. The curb queue backs up at arrival, with vehicles spilling to the approach.
Transport
Wind. Keep outdoor spaces genuinely usable, so a breeze does not accelerate around a corner into something that empties a deck. The twin plays a wind setting forward across the resort, reading where airflow funnels and accelerates between buildings, so an exposed corner is softened through layout, planting, or routing. Read in full
Wind, Guest Experience read. Wind picks up on exposed decks and routes, with guests and vehicles in the exposed zone.
Emissions and noise. Protect the quiet, clean character of the destination, so a secluded garden actually delivers on the promise. The twin plays the dispersion forward from the roads, service areas, and plant, showing how emission and noise carry across guest areas, so routing and screening target the real sources. Read in full
Emissions and noise, Guest Experience read. Noise near the plaza climbs at peak traffic, with guests exposed along the roads.
Safety conflicts. A site guests and vehicles share without the few dangerous overlaps ordinary planning misses. The twin identifies where paths cross and grades them by how often and how sharply they clash, so crossings and separation go where the real conflict is. Read in full
Safety conflicts, Guest Experience read. The plaza crossing reaches conflict level at peak, with people and vehicles exposed.
Working in this view
- Open the Guest Experience Manager from the persona bar.
- Read the destination mobility strip at the wide view.
- Select a district to inspect its stations and demand.
- Open a station to follow its guest trip and read the recommended action.
This is a read and oversight view. Dispatch and incident actions are carried out in the Operations Manager view.