Hotel Online  .Special Report

Nantucket Island Resorts 5-Property Chain Relies on Maestro
Multi-Property Suite for Rate Optimization, Operating Efficiency
Five premier hotels on Nantucket implement single-image
database to streamline operations 
February 13, 2007- Some guests stay at Nantucket Island Resorts for the privacy, acclaimed service and stunning view of both the Atlantic Ocean and Nantucket Bay. Others come to be seen socializing with the well-connected residents of Nantucket Island on a terraced harbor side bar.  Many families vacation in the cozy seaside Cottages to relax in the down-home New England village atmosphere.  In winter, when northern gales blow across Nantucket Island, there are always guests gathered in the cozy library at the Resort’s Jared Coffin House, a lovingly restored ship captain’s home, now a historic inn.

Nantucket Island Resorts (NIR) is a collection of five distinctive premier hotels and a private boat basin 30 miles off the Massachusetts coast. The company’s properties include The Wauwinet, White Elephant, Harbor House Village, Jared Coffin House, The Cottages and Nantucket Boat Basin; and each offers its own unique appeal for vacations, group events, weddings and conferences.  Both The Wauwinet and The White Elephant are Conde’ Nast Gold List properties. 

Nantucket Island Resorts efficiently anticipates and meets the needs of its guests thanks to the NORTHWIND Maestro Multi-Property Suite hotel software.  NIR’s Maestro Multi-Property platform includes PMS, Yield Management, Sales & Catering, and ResEze Internet booking engine for all five hotels on a single database.  The result is better service and greater efficiency because staff at any of the properties is able to check availability, book reservations, view guest records and even post charges to any of the chain’s properties without picking up the phone.  The Wauwinet will also install the Maestro Spa Management system: reservation software to reserve and track its guests’ bookings at the resort’s Spa by The Sea, scheduled to open in May 2007. 

“Nantucket Island Resorts partners with NORTHWIND to leverage the most advanced technology in order to provide better service and run a more efficient operation,” said Jeff Palmer, CFO for Nantucket Island Resorts.  “Our goal is to expand our business as much as possible, and NORTHWIND provides the tools and service to enable us to achieve that objective.  We will expand our relationship with NORTHWIND in the future to utilize additional Maestro modules to further integrate and automate our processes across the chain. ”

The five diverse properties and year-round 240-slip marina offer a wide range of accommodations and view options so NIR’s reservations staff is responsible for selling over 50 room types – many more than most lodging companies. But NIR’s team handles this complex booking challenge with much greater ease since it installed the Maestro PMS Suite last year.

“We have 267 rooms in five unique properties and with Maestro Multi-Property we are able to use one screen from any location to yield-manage rates and control how the properties are being sold,” said Carol Andersson, director of revenue and reservations for Nantucket Island Resorts. “Our sales team and front desk staff have real-time visibility across all five properties to instantly check availability when a guest calls. Each hotel’s occupancy and forecast may be viewed from any property for better service and faster response to guest inquiries. This also allows us to easily cross-sell the properties to up-sell and keep guests at NIR if one property is sold out.  The single-image database ensures our occupancy numbers are reported accurately throughout the chain.” 

NIR’s distinctive White Elephant hotel, alone, has 15 different room types, many with harbor views. Andersson continued, “At The Cottages we have another 15 room types, some with two levels and a variety of sleeping options.  We use Maestro Yield Management to set up length of stay restrictions and other controls that let Nantucket Island Resorts maximize revenue for every different room type it offers.”  Andersson explained that when pre-determined occupancy benchmarks are reached at any property, the system automatically adjusts rates to implement management selling strategies.  NIR’s management team also relies on Maestro reporting to instantly analyze the effectiveness of past sales strategies.  “In high season we frequently sell 50 rooms in one day, so it is critical that I get this data instantly and it is accurate.”

White Elephant
50 Easton Street
Nantucket, Massachusetts
Maestro Multi-Property does much more than simply put guests in the right rooms at their favorite property at the optimal price. It also has a CRM module that tracks guest stays and preferences for all NIR properties on one, easily accessible database that simplifies guest marketing and reservations.  Maestro records all past stay preferences in each guest’s continuous record so when a guest calls in to make a reservation, the system displays his or her past amenity and room preferences for instant recognition and more personal service. 

“We have many repeat guests who come here three or four times a season,” Andersson said. “Maestro tracks each guest’s likes and dislikes. It’s nice to be able to pull up a guest profile and know their favorite room and if they prefer a harbor view or a secluded suite. Most guests have been coming here for many years and they expect us to know them.”  Due to the number of properties operated by NIR and the numerous front office staff members, this level of personalized service and recognition was not possible before Maestro Multi-Property. 

Additionally, Nantucket Island Resorts now offers online reservations from the websites of three properties with Maestro ResEze Internet booking engine.  “Our properties were not online until we implemented Maestro ResEze,” Andersson said. “Since three of our properties have gone online, we have seen a great improvement with bookings . Guests shop online to check rates and then call for more information. I am getting many inquiries on the phone from people who found us online and we are attracting guests who did not know about us before.”

Nantucket Island Resorts also launched its Maestro Sales and Catering system in December 2006, and is using it to book group rooms and meeting space for all properties.  Since the Sales and Catering system also utilizes NORTHWIND’s single image database, the property smoothly coordinates group guests and meeting space without using interfaces between two separate systems. 

“I am enjoying a huge time savings in collecting data for our performance reports,” Andersson said. “With Maestro’s custom reporting I quickly mine NIR’s single-image database, which supports all the data for our five properties, in only two hours.  It used to take me a day and a half to create NIR’s consolidated and hotel-specific management reports.    Before Maestro, I was pulling information from multiple systems and formatting it by hand.  Maestro eliminated any human error and I am finding valuable new reports I can use.” 

Fortunately for NIR’s staff, the Maestro Multi-Property Suite is easy to learn and use, according to Andersson.  “Even though we are running a five-property collection, it is easy to maneuver in Maestro.  We have a training module on our system and use it to give hands-on instruction to new hires. Maestro offers great on-site training, and free webinars for ongoing systems education so my staff can develop confidence quickly and focus on our guests.  Maestro Multi-Property is proving to be an excellent automation tool for our resort chain. ”

About Nantucket Island Resorts

Nantucket Island Resorts is a is a collection of premier hotels on Nantucket, including The Wauwinet, The White Elephant, Harbor House Village, Jared Coffin House, The Cottages and Nantucket Boat Basin. Each property offers a unique appeal for vacations, group events, weddings, and conferences. The Wauwinet is Nantucket’s only member of the prestigious worldwide association of the Relais & Chateaux, a distinction that assures an idyllic blend of extraordinary service, superior food, gracious comfort and delightful surroundings. The White Elephant is a waterfront property that consists of 53 chic, light-filled guestrooms and suites, most with working fireplaces and harbor views, and 11 garden cottages. Harbor House Village is a charming collection of 104 guest accommodations, including the historic Harbor House, the family-friendly Villages House, and the new pet-friendly “Woof Hotel” located in the  Springfield House. It offers an outdoor heated swimming pool. The newly refurbished 43-room Jared Coffin House is furnished with antiques, period reproductions and modern amenities. It is located in the heart of the old historic district.  The Cottages at the Boat Basin are the most unique way to experience Nantucket. The 24 waterfront cottages, each with kitchenettes, are just a short walk from Nantucket town. Some cottages are pet friendly as well.

Maestro Enterprise Suite

The Maestro Property Management Suite combines the full-function Maestro Front Office System - used by hotels from 3,500 to 25 rooms - with a family of specialized modules that includes: 

  • PMS with Robust Group Management Features – Maestro is a cost effective, easily mastered, multi-module automation suite for independent properties and chains with comprehensive group handling functionality.  It is the foundation for NORTHWIND’s growing portfolio of modules;
  • Maestro GDS+ – An online, 2-way XML-based real-time reservation engine with integrated Yield Management to easily control bookings and maximize ADR for virtually all eReservation channels; 
  • Maestro Owner Management – Fully integrated ownership accounting functionality for timeshare and condo reservations and asset performance reporting.  The system now enables owners to book their own unit reservations via Maestro ResEze and oversee their unit’s accounting and performance; 
  • Online Table Reservations - ResEze online table and event reservation functionality gives guests the ability to make dining, spa and reservations for other activities from a property’s website.  Online reservations keep guests in-house by enabling them to plan and reserve their property activities before they arrive;
  • Maestro Sales & Catering – Manages group-convention sales and function rooms, whether at one property or for a portfolio of hotels; 
  • ResEze Web Booking Engine – Enables independent and multi-property hotels to take advantage of the growing online revenue opportunity by providing tools for guests, groups and corporate to book their own reservations and activities from an operator's website; 
  • Resort-wide Guest ID card – Maestro personal mag-stripe ID cards allow resort guests to charge to their account from any authorized outlet or activity venue.  All postings are recorded in Maestro’s central guest database for accurate revenue tracking; 
  • Proactive Maestro Yield – A revenue manager that makes sophisticated revenue optimization strategies easy to implement and track for multiple booking channels, including Internet reservations, at one or more properties; 
  • Maestro Analytics – A complete business intelligence software suite that enables end-users to data-mine and interactively analyze critical business information in real time for better informed decision making; 
  • Maestro CRM – A robust technology solution that gives managers the information to provide better guest service, build more profitable marketing campaigns and to make the best decisions for booking new business; 
  • Work Order Maintenance – Enables businesses to track asset use and schedule service and replacement; integrated with front office and owner management modules;
  • Maestro Spa & Activities Management – Enables resorts, hotels and clubs to schedule treatment rooms, facilities and activities with real-time integration to all other modules;
  • Retail Point of Sale - A fully integrated module powered by Jencess that automates property outlets, like pro shops or other stores that maintain extensive inventories, to track and post guest purchases and monitor stock levels; 
  • Maestro Fine Dining Point of Sale – Is a flexible POS for single-terminal outlets or extensive multi-property network operations.  The system is linked to each guests’ record so all F&B package reconciliation is calculated automatically and reporting is accurate;
  • Golf Management - Is a world-class tee-time scheduling and tournament system powered by Jencess for professional and private courses and clubs;
  • Club Membership Management – For property-based clubs, Maestro Club Management powered by Jencess, automates membership, accounting and events from the Maestro server;
  • Maestro CRS – Supports a two-way interface to corporate sales offices; 
  • GEM Guest Experience Management – Captures guest responses electronically and provides professional analysis of guest statistics to increase repeat business and revenue; 
  • Maestro Multi-Property – This implementation is employed by corporate reservation facilities and management offices to centrally manage and automate a large number of properties on a single server with a single database; additionally it can allow each property to operate on its own server with own database, with consolidation at corporate. Many other implementation options are available as the Maestro database and platform independence allows it to be deployed in a myriad of configurations to satisfy corporate needs.


NORTHWIND, known in the hospitality industry for its service and state-of-the-art Maestro technology, is widely respected for providing hotels, private organizations, and corporate management companies with flexible software solutions that increase productivity. NORTHWIND helps hotels understand their guests better via a single-image database.

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, which includes the following suite of products:  PMS, Sales & Catering, Spa & Activities Management, CRM, , Multi-Property Management, Condo/Timeshare Owner Management, Yield Management, F&B POS & Online Table Res, Retail POS, Golf Management, Club Membership Management, GDS 2 Way XML Connectivity, ResEze Web Booking Engine and Corporate Reservations Office.  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 offering leading-edge technologies, and unparalleled training and support through its’ Four Diamond Service Program. 


Audrey MacRae – Director, Sales & Marketing 
60 Renfrew Drive, Suite #235
Markham, ON L3R 0E1
Phone: (905) 940-1923 ext - 246
Fax: (905) 940-1925

Nantucket Island Resorts
P.O. Box 2580
Nantucket, MA 02584
Phone: 508-228-0145

Media Contact
Julie Squires
Softscribe Inc.
Phone: 404-256-5512

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One of New York’s “Sexiest Hotels” Installs Maestro Property Management; Madison Avenue property adds Maestro Analytics, ResEze Internet booking engine; single image database for all modules increases productivity / November 2006
Maestro Adds Retail POS, Membership and Golf Management to Extensive Product Suite, Automates All Areas of Property Operations with a Single Client Record / November 2006
Cabernets or Kayaks: Campbell's Resort Uses Maestro to Keep Guests Returning Generation after Generation; Seattle visitors come for its great service, beautiful location and the 'Best Wine List' in Washington State / October 2006
NORTHWIND Appoints David Warren Director of Services and Sales for Maestro PMS in the UK and Ireland / September 2006
Productivity' the Focus of NORTHWIND's 2006 Maestro Users' Conference; Three-day workshops help Maestro users maximize efficiency and boost profits / August 2006
NORTHWIND's Newest Maestro Technology Expansion and Rooftop Event a HITEC Smash; Maestro Analytics Business Intelligence Tool Applauded / July 2006
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New Maestro 'GEM' Guest Experience Management Drives Repeat Business, Captures Comments Online; Automated Response Analysis Boosts Guest Loyalty / May 2006
NORTHWIND Expands Client Support with Four-Diamond Service; Maestro Users Receive Online Training and Upgrades to Boost Productivity / April 2006
Campbell’s Resort Installs Maestro Enterprise Front Office, Spa, Sales & Catering, and Maestro Analytics / March 2006
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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Operators Weigh Options as Senate Moves toward New Data Security Rules / September 2005
Winthrop Rockefeller Center to Implement Maestro Enterprise Suite, PMS, Sales & Catering, ResEze Web Booking Engine / July 2005
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
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Maestro Users Group Findings Spotlight Operator Objectives; Incubator for Best Practices / May 2005
NORTHWIND Opens Virginia Office, Taps Industry Professional Margaret Legum For Business Development Position / April 2005 
Maestro Property Management Suite Selected by Five-Diamond Stein Eriksen Lodge and Four-Diamond Washington Duke Inn & Golf Club / March 2005
Hoteliers Logon to New NORTHWIND Website for Maestro Solutions that Deliver Profitability and Efficiency / March 2005
Religious Housing, Theological Conference Centers Occupancy Up 40%, Emerge as Growing Hospitality Segment, Competition in Some Markets / February 2005
Maestro Property Management Suite Selected by Seven Additional Full-Service Hotels in One Month for 1st Quarter Installation / January 2005
Maestro™ Brings Powerful E-Booking Tools to New York IH/M&R Show and Historic Hotels of America Annual Meeting / November 2004
Maestro Property Management Suite Tapped by Two More Prominent Historic Hotels of America Properties / November 2004
Universal Resorts Selects Maestro Enterprise Suite from NORTHWIND For Chain of 9 Luxury Resorts in The Maldives / October 2004
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 
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Industry Recovery Evident as Operators Invest in Technology; Install Maestro Property Management Solutions in Over 1,500 Rooms in June / July 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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Hotel Operators Leverage Technology to Reduce Labor Costs, Increase Revenue, Drive Occupancy; ROI Verified / June 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 
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