Hotel Online  .Special Report


New Maestro ‘GEM’ Guest Experience Management Drives
Repeat Business, Captures Comments Online
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.Automated Response Analysis Boosts Guest Loyalty
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Markham, ON – May 24, 2006 - NORTHWIND, a leading provider of enterprise hotel management software and reservation software for hospitality, announced the introduction of Maestro Guest Experience Management (GEM) today.  GEM increases guest loyalty by delivering unique knowledge and insights to help operators better understand and deliver what guests’ value most.  Guest responses are captured online by GEM and then professionally analyzed to measure each visitors’ perceptions and experiences.  GEM’s analysis provides operators with reliable information on the amenities and activities that keep guests returning. GEM was developed specifically for the hospitality industry in partnership with Navicom Inc., a leader in Perceptual Business Intelligence. 
 
NORTHWIND’s President of US Operations, Warren Dehan, said, “NORTHWIND worked closely with hotel and resort clients to learn what tools they needed to better communicate with guests to increase loyalty, create more effective marketing strategies, and improve service.  We developed Maestro GEM so operators can have a dialogue with their guests – online – about their hotel experience.”  Dehan noted GEM’s value is its ability to impact the bottom line with customized property inquiries that gather accurate, statistically significant information about guest perception.  GEM supplements other Maestro customer relationship management tools.

Chris Shroff, president of Seaside Rentals Management Company, said, “The Maestro GEM system helps my properties communicate with guests more effectively.  Now, because of GEM’s online efficiency, guests are more apt to tell us about additional services and amenities they would like to see at our resorts and timeshare properties.  They also give feedback on our service so we can make improvements and keep them coming back.”  Seaside Rentals Management Company operates condominium resorts in the Myrtle Beach area, including Grande Shores, Avista Resort, and Seaside, which opens in summer 2006. 
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Warren Dehan
Maestro GEM is integrated with Maestro Enterprise Front Office to link responses to each guest’s record.  At the end of a guest’s stay, Maestro GEM automatically emails a ‘thank you’ note with a link that offers a chance to win a valuable prize for participating in a property survey.  Guests are taken to a site with customized multiple-choice questions.  Included in the questions are inquiries about future marketing initiatives and amenities.  GEM also gives guests the option to trigger a ‘red flag’ that immediately notifies the property to contact the guest.  What makes GEM different from other standardized online comment cards is its statistical analysis of guest responses.   NORTHWIND utilizes the strength of Navicom statisticians to provide professional analysis of GEM guest responses. 

What do your guests value?

Maestro GEM is more than “a comment card on steroids;” it provides operators with professional statistical analysis that tells them what guests value.   GEM lets operators clearly see their property and activities through their guests’ eyes so they can take steps to build loyalty by delivering what visitors want from their stay.  No other guest satisfaction tool offers the combination of automated guest information gathering and professional tabulation and analysis.

GEM is available as an integrated part of NORTHWIND’S Maestro Property Management Suite of technology solutions for the hospitality industry. 

Maestro Property Management Suite

To create the most productive working environment, the Maestro Property Management Suite combines a full-function Front Office System in use by hotels from 3,500 to 25 rooms with a family of robust modules that includes Maestro GDS+ -- an online, real-time reservation engine with integrated Yield Management to maximize ADR for virtually all e-Reservation channels; Maestro Owner Management – fully integrated ownership accounting functionality for asset performance reporting; and Maestro Sales & Catering, which manages group-convention sales and function rooms, whether at one property or a portfolio of hotels

Maestro Enterprise also includes the ResEze Web Booking Engine that enables independent and multi-property hotels to take advantage of the growing online revenue opportunity by providing tools for guests, groups and T/As to book their own reservations from an operator’s website; Maestro Yield – a revenue manager that makes sophisticated strategies easy for multiple booking channels at one or more properties; Maestro Analytics – a complete business intelligence software suite that lets end-users interactively analyze critical business information; and Maestro CRM and GEM (Guest Experience Management), which give managers the performance information to make the best marketing decisions for booking new business.

Further, Maestro’s Retail POS module integrates all retail sales outlets on one system; and Maestro Spa & Activities Management enables resorts, hotels and clubs to schedule facilities and activities with real-time integration to all other modules.  Additionally, Maestro CRS supports a two-way interface to corporate sales offices; and Maestro Multi-Property maintains any number of properties on a single server with a single database, or each property can rely on its own server and have data exchanged with the central corporate offices.  All Maestro systems feature three-level password security, credit card masking and property-configurable Data Encryption to assist in the prevention of identity theft and comply with pending identity theft protection legislation.

NORTHWIND will be exhibiting at HITEC 2006 in Minneapolis, MN, June 19-22. 
Please visit booth 433 to receive a complete Maestro demonstration. 

About NORTHWIND

NORTHWIND, known in the hospitality industry for its service and state-of-the-art technology, is widely respected for providing hotels, private organizations and corporate management companies with flexible software solutions.

Based in Markham, Ontario, Canada, with a network of dealers and offices worldwide, NORTHWIND is a leading supplier of software for all types of hospitality operations, including hotels, resorts, timeshares, condominiums, seminaries, state parks and clubs.  Maestro applications are engineered for operators who need to manage their enterprise in a real-time environment for the utmost operational control and profitability.  Designed to maximize the efficiency of any size single hotel or multi-property enterprise, NORTHWIND's Maestro solution offers the most productive working environment and includes the following suite of products:  PMS, Sales & Catering, Spa & Activities Management, CRM, Corporate Reservations Office, Multi-Property Management, Condo/Timeshare Owner Management, Yield Management, F&B POS, Online Table Res, Retail POS, GDS Connectivity and ResEze Internet Reservations.  This comprehensive multi-platform (Windows 2000/XP, Unix/Linux, Terminal Server & Web Enabled) suite is recognized as the solution of choice for progressive and demanding organizations.  NORTHWIND is a total solution provider that offers leading-edge technologies and unparalleled training and support. 

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Contact


Audrey MacRae – Director, Sales & Marketing 
NORTHWIND
60 Renfrew Drive, Suite #235
Markham, ON L3R 0E1
Phone: (905) 940-1923 ext - 246
1-888-NORTH88 (667-8488)
Fax: (905) 940-1925
Email: info@Maestropms.com
http://www.Maestropms.com

Media Contact
Julie Squires
Softscribe Inc.
Phone: 404-256-5512
Email: julie@softscribeinc.com
http://www.softscribeinc.com


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Nantucket Island Resorts Installs Maestro Multi-Property Management System; 5-Property Chain with 240-Slip Marina Centralized Operations on Maestro Single-Image Database Software to Ensure Accurate Chain-wide Availability for Cross Selling / February 2006
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Six-Property Les Hotels Jaro Chain Selects Maestro Multi-Property PMS, Sales & Catering, CRO, and ResEze Internet Booking / June 2005
Benchmark Going Strong with Maestro as Recommended Property Management Solution / June 2005
NORTHWIND Delivers Maestro Profitability Tool Suite to Boost ADR, Drive Repeat Business / May 2005
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NORTHWIND Opens Virginia Office, Taps Industry Professional Margaret Legum For Business Development Position / April 2005 
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Maestro Property Management Suite Selected by Seven Additional Full-Service Hotels in One Month for 1st Quarter Installation / January 2005
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Maestro Property Management Suite Tapped by Two More Prominent Historic Hotels of America Properties / November 2004
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Maestro Property Management Suite Installed by Three Canadian Hotels to Integrate Operations, Boost Efficiency; The 284-room International Hotel of Calgary, Stonehaven Relais & Spa, and the Exclusive Severn Lodge Select Maestro / September 2004 
High Profile Downtown Property, Listel Vancouver in British Columbia, Taps Maestro for Integrated Functionality, Ease of Use / September 2004
Industry Recovery Evident as Operators Invest in Technology; Install Maestro Property Management Solutions in Over 1,500 Rooms in June / July 2004
NORTHWIND President Outlines Hot Technology Trends in Audio Interview; Dehan Discusses How to Halt Rate Erosion via Standardizing Rates Across all Channels, Importance of Integrating Yield  Management with GDS, PMS / June 2004 
NORTHWIND Expands Operations as Sole Provider of its Maestro Suite of Property Management Solutions in North America, Adds UK Distributors, Strengthens Support Standards / June 2004
NORTHWIND Successfully Completes Rollout of its Maestro ASP Front Office System to 65 Suburban Franchise System Properties / June 2004
Industry’s First Seamless GDS Yield Management Reservation Profitability Tools at HITEC; Client-Focused Rate Management Tutorials and Classes Provided / June 2004
Vintage Inn Chain Increases GDS and Web Reservations 500%; Four-Property Hotel Group Leverages NORTHWIND’s Maestro Yield Management, GDS Interface for Projected $1M in e-Bookings / May 2004
Holiday Inn Sydney at Rooty Hill Selects Maestro Enterprise Suite to Automate Front Office, Sales & Catering and Work Order Scheduling / May 2004
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Suburban Franchise Systems Selects NORTHWIND to Install  Maestro ASP Front Office in 65 Suburban Extended Stay Hotels / December 2003 
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Extended-Stay Developer Centralizes Operation of Six Long-Term Stay Properties, Drives 70-Day Average Length of Stay / October 2003 
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NORTHWIND Commits to Clients' Profitability, Support Fees to Remain Low in 2003; Four Diamond Service Initiative Announced, Maintenance Renewal Fees Unchanged for Clients in Coming Year, Users Drive Enhancements / Feb 2003
Northwind Appoints Dave Carrick Director of Operations, Increases Value-Add to Customers Using Maestro Property Management Solutions / Jan 2003
Northwind Appoints Atoy Moya as New Client Service Specialist; To Build a Stronger Partnership with Existing Clients / Sept 2002
Maestro Adds The Sizzle To ResEze / June 2002 
Barnsley Gardens Charms the World Using Integrated Sales and Catering, PMS from Northwind / June 2002
Northwind - Forsys Maestro-SilverWare Collaboration Provides Unique Hotel - F&B Outlet Operating Efficiencies, Optimizes Guest Services and Customer Loyalty / May 2001 
Canadian Hotel Owner-Operator Drills Down into Maestro PMS from NORTHWIND to Pump Guests, Profits Into 26 Properties / April 2002 
Château Cartier Resort Boosts Annual ADR and Sales With Maestro PMS, Yield Management, Sales and Catering from NORTHWIND / March 2002 
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Pacific International Hotels’ selects Maestro Property Management System / Nov 2001

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