A real conversation with the Operations Manager behind the transformation — covering appointment workflows, wait time visibility, staffing data, and what it took to get there.
Kim Whittine
Operations Manager
Savannah Hilton Head International Airport
David Pogosian
Director of Sales
QLess
Customizing appointment workflows by service type
How the team built distinct appointment types — fingerprinting, badge issuance, training, and more — each with its own logic, duration, and routing.
Real-time wait time visibility for badge holders
How badge holders now receive live updates directly from their phones, eliminating the hallway wait and reducing walk-in pressure on front-desk staff.
Appointment prep that keeps staff ahead of the day
How staff can review who's coming in and why — before the badge holder walks through the door — improving accuracy and appointment throughput.
Building a data-driven staffing case for leadership
How Kim used QLess analytics to build a dashboard that made the case for additional headcount — with the operational data to back it up.
Using CSAT scores as a communication channel
How satisfaction surveys opened a direct feedback loop with badge holders, and how the team used that insight to continuously improve service delivery.
Managing walk-in volume alongside scheduled appointments
How the badge office balances unpredictable walk-in traffic with a structured appointment calendar — keeping both staff and badge holders on track.
See how QLess can work for your airport in a personalized 30-minute demo — no commitment, just a conversation.
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