Thanks to the two-way interface, profile data in the GuestWare CRM system�such as preference data, guest classification or loyalty level�are automatically updated in the epitome PMS. Also, profile matches identified with GuestWare�s automated matching process are sent back to epitome and simplify guest history maintenance in the PMS.

�A big part of CRM is making sure all systems are referencing the same profile,� says Tammi Hebnes, vice president business planning and marketing for Lake Forest, Calif.-based HIS. �With the two-way interface, profile data is synchronized, which saves time and provides more profile information at additional touch points such as check-in.�

�The interface is ideal for hotels that want a tighter integration between their PMS and CRM,� says Mike Benjamin, vice president of Seattle-based Diversified Computer Corp. �It has been a great opportunity for us to work with HIS. It was especially exciting when our beta sites quickly confirmed the value of the interface both in terms of improving guest service and productivity.�

Kimpton Benefits from Interface 

San Francisco-based Kimpton Hotel & Restaurant Group currently uses HIS epitome for PMS and GuestWare to manage their In Touch Loyalty Program. The In Touch program focuses on recognition and delivering a unique personalized experience to members across all of their 38 boutique hotels. Kimpton first installed the interface at the Hotel Palomar in San Francisco in March of this year. Since then they have installed the interface in six other hotels and expect to roll it out to the remainder over the next few months.

�Our front desk agents benefited immediately with a more simplified process to deliver that WOW experience and personalized recognition at the point of check-in,� says Shirley King, director of guests for Kimpton Hotel & Restaurant Group. �The interface further automated our pre-arrival planning process. This helps us deliver unique guest experiences on a more consistent basis because the two-way interface removes some of the manual work.� 

About Hotel Information Systems:

Hotel Information Systems (HIS), a division of SoftBrands Inc., delivers solutions developed using the only tools available today for flexible enterprise computing, Java and .NET. The corporate consolidation and on-property management solutions enable hoteliers to focus on relationships, support sales and marketing goals, and implement decisions in a rapid change environment. With years of hospitality experience, open standards development methodology, scalable architecture, and best business practices, HIS provides clients with solutions for sustainable competitive advantage. To learn more, call (800) 497-532, or visit www.hotelinfosys.com.

About GuestWare:

GuestWare, developed, marketed, implemented and supported by Diversified Computer Corp., Seattle, provides property and enterprise CRM solutions specifically to the lodging industry with more than 15 PMS interfaces and more than 700 hotel customers. GuestWare enables hotels and management companies to streamline and enhance service delivery and guest recognition processes. GuestWare was the first company to develop a comprehensive Rapid Response problem resolution system integrated with guest recognition and essential to successful customer relationship management. For more information, go to www.guestware.com, or contact Mike Benjamin at (888) 504-8378.