Maestro Solutions Shine for Luxury Beachside Resort Chain Seeking to Centralize Operations and Improve Marketing

  • Maestro PMS
  • 06.24.08
With a diverse guest base and the imminent opening of an eighth property, Cape Resorts Group recently found itself requiring a property management system that could integrate data from each of the unique boutiques into one single database to support its growth and leverage multi-property technology for more efficient operation.

Perhaps more importantly, finding the right multiproperty PMS would enable Cape Resorts to centralize its operation on one system to cross-sell properties, provide better guest service and market to its large guest pool more effectively.  After a wide-ranging system search, Cape Resorts selected the Maestro Integrated Property Management System from NORTHWIND that automates the company’s:

  • Front office operations
  • Spa and activities management
  • Convention and meeting facilities
  • Multiproperty database marketing activities
  • Central corporate reservations services
“With more than 500 rooms across seven properties, we needed a software solution that did more than just collect information,” observed Cape Resorts Group’s Revenue Manager Jeanni Ronk.  “One of the reasons we chose Maestro is its ability to track data in a single database and the ability it gives us to mine that data and conduct highly specialized, targeted marketing to our guests based on their activity preferences.”  Maestro’s platform and seamless system integration enables Cape Resorts to centralize functions such as sales, accounting, spa booking and retail POS.  “All of our properties and their separate systems are now fully integrated and we do not have to worry about interfaces between Maestro’s systems because the modules share the same system platform and database.” 
Ronk explained the property previously used a DOS-based system that was difficult to support and expensive to maintain.  “Maestro’s hotel software utilizes a single-image database that enables us to quickly and securely look at each guest’s activities across all our properties from any location.”

Ronk also noted that Maestro’s cross-property ResEze Web reservation functionality is particularly important to Cape Resorts.   ResEze directly accesses the Maestro Front Office system at each hotel to ensure guests can book online and the properties can sell to last-room availability.  “Maestro’s inventory for all our hotels is maintained real-time, and the system has a great yield management module.   I use it across all our channels so we can easily establish rate parody,” Ronk said.   Guests see the same rate regardless of the channel they book on.  “Before, I was managing rates in Expedia, Pegasus and other channels.  Maestro allows me to manage it all in one place – the guests appreciate that too.”

In addition to the system’s ease of use, Ronk also notes that Maestro’s support and training has been superlative.  Prior to live implementation in February, Maestro twice sent a team to Cape Resorts to train staff across the properties so that they could begin taking reservations even before one of the properties actually opened for high season.  Maestro’s 24/7 award-winning Diamond Plus Service saves Cape Resorts money because, Ronk says, she can call them anytime and arrange to have the appropriate people available to provide functionality demos, or conduct mini-training sessions for new hires, all as part of their normal maintenance fee.

“Maestro understands the unique needs of independent property chains and boutique hotels and they helped us over any hurdles we encountered since going live,” Ronk said.  “I wanted to purchase a system from a company with a reputation for hands-on professional service, and the Maestro organization has provided that, and more.”

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