Wave House
Integrating Marketing, Operations, and Guest Experience in Bali, Indonesia
Overview
During the COVID-19 pandemic, Wave House faced the challenge of increasing bookings while simultaneously coordinating the individuals responsible for delivering the guest experience.
To address this, Maksim consolidated marketing and day-to-day operations into a unified system, encompassing all aspects from customer acquisition and bookings to administrators, surf instructors, drivers, and on-site execution.
Role
Led the project across brand, social media, paid acquisition, customer communication, and operational coordination, aligning administrators, surf instructors, drivers, and on-site teams around customer growth and delivery.
MARKETING PROJECT MANAGEMENT
Problem
Wave House operated beyond a purely digital business model.
Each new customer acquired through marketing initiatives initiated a comprehensive operational process encompassing communication, accommodation, transportation, surf instruction, instructor coordination, scheduling, and the overall guest experience.
Simultaneously, the COVID-19 pandemic exerted substantial pressure on Bali’s tourism and occupancy levels.
Consequently, the challenge extended beyond merely generating leads:
The objective was to augment demand while ensuring the seamless integration of marketing, bookings, personnel, and on-site delivery operations.
Solution
Translated the growth objective into four connected workstreams:
Results
From Acquisition to Business Growth
17
new customers acquired organically within one week
+24.9%
new student enrollment within four months
+36.8%
revenue growth
The project seamlessly integrated brand strategy, customer acquisition pipelines, conversion communications, cross-functional team coordination, and on-site execution into a unified growth operation. This accelerated Wave House’s expansion during one of the most challenging periods for the regional tourism and surf-hospitality sector.
A more comprehensive version of the growth framework, campaign playbooks, and performance metrics can be shared upon request.