Independent Operators Drive Emerging Guest Retention and Guest Engagement Tech Advances in Hotel Industry with Maestro PMS

  • Maestro PMS
  • 01.30.13
Maestro PMS provides operators with the ability to choreograph a comprehensive, multichannel guest experience strategy that optimizes resources to build guest relationships that exceed expectations.

“The success of our clients is the motivating force behind every action at NORTHWIND,” said Warren Dehan, president of NORTHWIND-Maestro PMS. “We are in partnership with our clients to provide the best technology and most effective services possible to make their operations more profitable and efficient.”

Independent hotel operators turn to Maestro to deliver tools that improve their bottom lines and help them compete successfully. NORTHWIND listens to independents’ operational needs and how they serve and retain guests. The Maestro product roadmap is a result of 20 years of experience serving independent hoteliers and includes the following guest engagement and retention innovations:

Maestro Offers One of the First Integrated Loyalty Systems Designed Exclusively for Independents
Independent operators are experts in developing personal relationships with guests. Their unique hotels offer friendly, professional high-touch service that welcomes guests. Maestro’s integrated Loyalty Module enables independents to expand personal guest relationships by creating frequent-stay programs similar to large branded operators. Maestro lets properties assign frequent-stay points for guest visits, dining and other activities that accrue in a guest’s loyalty profile. Guests review their profiles and point totals online and redeem points for property-defined rewards that keep them returning to the property’s website to book rooms.

Maestro Smart-Guest Pre and Post-stay Marketing Communications
Maestro’s smart-guest messaging capability offers an easy, powerful way for operators to proactively prepare for guests before they arrive, serve them while they are on property, and touch them after they depart. Maestro’s integrated messaging tools manage all guest transactional communications and enable independents to automate targeted, relevant and mobile-optimized emails to their guest database. Messages can be customized by rate code, guest type, season and room to personalize the guest touch. Messaging can:

  • Offer upgrade promotions
  • Send promotions for dining, spa, and activities that generate revenue
  • Email comment cards and thank you messages
  • Send pre-arrival welcome notes with itineraries
  • Suggest re-book reminders on booking anniversary

Unlike traditional email marketing, all communications are personalized and reservation specific to maximize guest retention, loyalty and value.

Guest Experience Measurement (GEM) Uncovers Drivers of Guest Behavior
The GEM module is a powerful, easy-to-use online guest satisfaction feedback tool fully integrated with Maestro. It features detailed reporting, evaluation and data collection capabilities to provide operators with actionable, predictive intelligence. GEM insights let operators identify and target opportunities for profitable growth that would otherwise be invisible. It helps prioritize where to invest resources to influence guest behavior and build valuable relationships.

Maestro Transforms Facebook Into a Reservation Booking Channel
Maestro’s ResWave online booking engine lets independents turn their hotels' Facebook pages into profitable reservation booking sites. The ResWave Facebook Booking App lets indies increase revenue and create stronger online communities by engaging a hotel's online community. Operators may offer social media promotions exclusively to guests booking rooms on their Facebook pages. In addition, guests can upsell themselves and generate more revenue with ResWave’s ability to reserve golf tee times, spa appointments, dining reservations and other activities.

Maestro’s iPad® Check-In – Welcome Guests at the Curb
Exceeding consumers' demands means elevating service levels and Maestro’s iPad® Xpress Check-In provides independents with a unique way to increase service and gain a competitive advantage. Staff may check in guests and groups at curbside, the concierge desk or other convenient areas on property wirelessly with an iPad. Maestro’s Xpress Check-In technology uses a wireless credit card reader and key encoder so guests can bypass the desk and be in their rooms faster. Maestro’s iPad service can email guests their folios or have them printed at the desk or elsewhere on property.

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