How a family entertainment center streamlined their day-to-day operations

By David Rigbye February 12, 2020
Family Entertainment Centers use Operandio to digitize processes and streamline daily operations.

In this post we talk to Deborah Pilatti, Center Manager at GoClimb, a multi-attraction family entertainment center located in Melbourne, Australia and learn how GoClimb use Operandio to run their day-to-day operations.

“What I’ve also noticed is that our young staff are forming better working habits using the software”

David: Hi Deborah, tell us about GoClimb and your role in the business?

Deborah: Hi David! GoClimb is a multi-attraction indoor family entertainment centre located in Melbourne, Australia.  We offer a range of activities for all-ages including Clip ‘n Climb fun walls, a large ninja obstacle course and soft play zones for children under 12 years of age.  We have several function rooms, a large mezzanine area for private bookings and a fantastic café! We have a predominantly casual workforce of around 35 staff and the business is operationally very intensive with high safety standards and very busy peak periods on weekends and school holidays.

David: Can you tell us about some of the challenges you were facing as a manager in a business like this and why you decided to implement Operandio?

Deborah: Sure. As a business we have a long list of tasks that staff in various areas of the business need to complete on a daily, weekly, or monthly basis. This includes things like opening checklists, cleaning checklists, climbing equipment checks and a range of other procedures that need to be completed in our café ranging from cleaning kitchen equipment through to how the food displays need to be prepared and presented every morning. 

We had been managing these processes using paper-based checklists and a white board, however with a casual workforce we found it very difficult to keep on top of things and ensure that processes were getting done properly and consistently.  We also didn’t have a good system for communicating changes to processes or updates to our team so we made the decision to implement Operandio and it has completely changed our business!

David: Great. How do you use Operandio in the business?

Deborah: First, we used Operandio to digitize all of our recurring processes and checklists.  We have communal tablets in the venue where staff can access the Operandio Kiosk App so all staff know exactly what needs to be done during their shift.  We have found that things no longer slip through the cracks and there has been a major improvement in the consistency that tasks are performed from one staff member to the next. 

Secondly, all GoClimb staff have the Operandio app installed on their phones and we use Operandio’s Comms Hub to provide business wide updates to staff.  We also use it to provide feedback or comments to individual staff as well as groups of staff that work in specific areas of the business such as the kitchen.

Finally, we have also started using Operandio’s Knowledge Base to create how-to instructional videos for various tasks that need to be performed in the business.  For example, we have created short videos explaining how to clean the deep fryer and how to reset the Point of Sale system if it goes down, as it does from time to time.

What has been really useful with the Knowledge Base function is that new staff can very quickly get up to speed on the operations and generally require less face-to-face training. 

We have also tried to move away from having physical paper manuals in the office or the kitchen and instead have uploaded all these documents into Operandio where the staff can search for them quickly as they need them.

David: It sounds like you have really embedded Operandio into your day-to-day operations. Do you keep an eye on productivity?

Deborah: Yes, it’s now certainly embedded in the DNA of our business.

In terms of staff productivity, this is something that has been very difficult to manage and track – especially when I’m not physically at the centre barking orders at our team but I’ve found the Operandio dashboard extremely useful to keep an eye on productivity and make sure things aren’t slipping through the cracks.  

What I’ve also noticed is that our young staff are forming better working habits using the software as it brings structure to their day-to-day work and they know that I’m keeping an eye on operations, even when I’m not physically at the centre.

David: How did you go about training staff to use Operandio?

Deborah: Well, we ran a brief training session and stepped through the basic features as well as what we intended to use the platform for.  The app is extremely easy and intuitive to use so our team picked it up quickly. 

David: Thanks so much for your time today Deborah. We’re really glad Operandio is adding value to GoClimb!

Is your business getting harder to stay on-top of as you scale? If you are looking for a solution to help you streamline your day-to-day operations, it’s time to give Operandio a try. Start creating, managing and improving your workforce processes.

Request a free product demo of Operandio today.