 February
2010 – Top hotel rating services, Conde Nast, American Automobile
Association (AAA), Travel+Leisure,
TripAdvisor,
and Forbes base their
reputation on
the hotels they name to their awards lists.
It is not easy for any property, particularly an independently owned
and
operated one, to earn Four and Five Diamonds from AAA, a place on the
Gold List,
or a ‘World’s Best Hotels’ designation. The ones that do are
exceptionally run and
consistently deliver the industry’s best service. How do they do
it? Here are a few of their winning strategies. Personalized service earns
repeat
business and profitability Sharon Major, general manager of the AAA Four Diamond Stephanie Inn operated by Martin Hospitality, named on Travel+Leisure’s World’s Best Hotels in 2010, knows how to run an award-winning property. “The foundation of our success is our positive, professional staff that understands the essence of our mission statement, ‘Creating great memories,’” Major explains. “Our Maestro PMS Suite of hotel software with 360-degree guest centric functionality enables us to track everything important to guests and access it anytime to provide even better service based on accurate guest knowledge. Our resort software system automatically sends out personalized guest confirmations, which saves staff time so they can focus on guest requests. We are a luxury destination that provides everything guests need and Maestro helps us run the most efficient operation possible. With NORTHWIND-Maestro PMS’ excellent training and support, we are continually discovering new ways to use the system to improve staff productivity and guest service.” Exceed Expectations & Empower Staff with Integrated Operations  Barnsley
Gardens Resort, a Conde’ Nast
Gold List resort named one of
the ‘Top 500 Places to Stay in The World,’
uses
Maestro to streamline its entire operation. “Our success is because of
our
people,” said Jennifer Ball, director of resort revenue and
reservations. “Every
member of our staff is passionate about our property, and guests feel
it. We
rely on Maestro’s PMS, Sales and Catering and POS systems that are very
easy to
use and fully-integrated on one database for instant guest record
access so we
can deliver the personalized high-touch service our guests value.” The luxury Four-Diamond Sorrel River Ranch Resort and Spa in Utah is a high-tech Western destination. “Guests come to be pampered in spectacular surroundings with all the services and amenities a Four-Diamond property offers,” said General Manager Jamie McAnally. “To provide service from any point on our resort, we use Maestro Front Office, ResWave Booking Engine, Maestro Spa and Activities Management, and their Fine Dining system on one platform so all guest records, reservations and requests are available to staff.” Direct website booking is important for independent operators to market themselves and control booking costs and Maestro’s ResWave online booking engine can sell last room availability and show real-time optimized rates across all channels for maximum profitability. ResWave is enhanced with email and social marketing tools that leverage data from all channels (GDS, POS, CRS, OTA, Call Center) to drive reservations direct to the hotel website booking engine and lower costs. Since Sorrel River Resort is in a remote location, skilled support and training are essential. “We rely on Maestro’s online training and phone support to keep staff well versed in the system’s features so they are productive and efficient,” McAnally said. “Their support has made a very positive difference to our operation.” Leverage Analytics Data & Business Intelligence (BI) to Drive Marketing ROI “Three of Vintage Hotels’ luxury properties earned AAA Diamonds and Conde Nast Gold List honors in 2010 because we consistently exceeds guest expectations,” said Lisa Jane Gibson, Vintage Hotels’ director of revenue management. “We take great care to record guest requests and comments and refer to them to strengthen our guest-centric commitment. All our hotels use the NORTHWIND Maestro Multi-Property Suite of resort hotel software that integrates all systems, including Spa, Sales & Catering, and PMS at all properties on one central database that records and analyze guest feedback so we anticipate their needs to constantly improve our service standards.” Jan Raio, director of sales and marketing at Stein Eriksen Lodge, listed in the prestigious Forbes 2010 Travel Guide, said, “We are a 5-Star, 5-Diamond property that prides itself on personalized service. Our Maestro system provides a competitive advantage because it lets us recognize guests instantly on the phone and proactively offer the amenity or services they enjoyed previously. Every manager uses Maestro to be more familiar with guest’s requirements.” Ms. Raio noted Stein Eriksen Lodge uses Maestro Analytics to create effective marketing programs. “Maestro Analytics helps us pinpoint our clients’ location and target our marketing budget to the most valuable regions.” Maestro by NORTHWIND is a PCI-certified hospitality system that offers so much more than what operators have come to expect from a standard PMS provider. Maestro goes beyond PMS –raising the bar to deliver specialized tools and in-depth expert services that enable independent operators to maximize revenue from every transaction and keep guests coming back. For a demo of Maestro featuring the ResWave Booking Engine, please contact the NORTHWIND-Maestro team at 1.888.667.8488 or email [email protected].  Maestro Property Management Solution  Enhance
guest service, improve
efficiency and maximize
online and offline revenue with Maestro PMS, the industry's most robust
and
flexible resort software and
boutique
hotel
softwaresolution empowering leading full-service hotels, luxury resorts, multi-property groups, conference centers, condominiums and timeshare properties. Solutions include Front Office (PMS), Accounts Receivable, Analytics and Business Intelligence, Sales and Catering, Multi-Property Management, Condo & Timeshare Owner Management with Web Functionality, Spa and Activities, Web Booking Engine, Real-Time Yield Management, Dynamic Packaging Golf, CRM, Guest Experience Measurement, CRO, GDS Two-Way XML Connectivity or Integration, Membership, Work Orders, Fine Dining and Retail POS, Online Table Reservations with Web Booking, Concierge and Guest Experience Measurement. The Maestro PMS is database independent (ODBC Compliant) and may be deployed via Windows, UNIX, Linux, Terminal Services, hosted and Web platforms. About NORTHWIND – Maestro PMS NORTHWIND is recognized in the hospitality industry for its “standard setting” Diamond Plus Service and robust integrated Maestro resort hotel software technology. With over 30 years experience dedicated to developing technology solutions for the hospitality industry, NORTHWIND is a partner who understands you need a scalable, flexible PMS that works the way you do. Maestro applications are engineered for operators who need to manage their enterprise in a real-time environment for the utmost operational efficiency, productivity, control and profitability. |