Loyalty is Golden: Indies Rely on Maestro PMS to Build Repeat Business with Personalized Services

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NORTHWIND-Maestro Teams with Independents to Create Fully-Integrated Loyalty Solutions that Simplify Reward Point Programs, Support Personalized Service, and Provide Online Tracking

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Smoky Mountain Resorts Creekstone Inn

Guests create and update their profiles in ResWave, and track their rewards points on our website. We have a generous reward program that lets guests redeem points for future stays and amenities.

Loyalty programs work. Guests who feel valued return to a property and tell their associates about it. Guests who promote your property are your most credible and effective sales team. Independent operators understand this and many work with NORTHWIND-Maestro to develop the most creative, personalized and effective loyalty programs.

NORTHWIND-Maestro specializes in helping independent operators create and implement flexible easy-to-use Loyalty Programs that drive repeat business. Integrated within Maestro PMS, the Maestro Loyalty System automates the complex process of point tracking, guest access, and redemption that recognizes and rewards guests for their business and keeps them returning. Guests can create their own profiles that list their special preferences such as anniversaries, birthdays, room types and other criteria to create a personalized experience each time they stay at a property. Maestro also lets them monitor their reward point accumulation and other factors with their mobile devices.

To further simplify reward point tracking and redemption, Maestro’s Loyalty System is fully integrated with its Reswave booking engine to minimize errors and automatically add points for reservations. The system accurately tracks and displays point totals so guests can easily redeem them for services or property gift cards.

Maestro’s Loyalty System converts one-time guests to repeat customers to keep independents ahead of their chain comp-set.

Smoky Mountain Resorts operates seven properties in Tennessee. All the company’s resorts are tied together on a Maestro Multi-Property PMS to centralize reservations and consolidate all guests in a single, effective Guest Loyalty system. “Our reservation team asks every guest that books to join Smoky Mountain Rewards loyalty program,” said Brian J. Lippi, Smoky Mountain Resorts’ IT Director. “Guests create and update their profiles in ResWave, and track their rewards points on our website. We have a generous reward program that lets guests redeem points for future stays and amenities. They get valuable points by booking directly with us. We do not offer points if guests book through an OTA.”

The company also has partnerships with local businesses that let guests benefit from Rewards membership. “If a guest shows their Rewards Loyalty card to our partners in town, they can receive instant discounts and other benefits. The NORTHWIND Maestro team customized their Loyalty System for Smoky Mountain Resorts so it meets the unique needs of our guests and company. It is an excellent system that drives repeat business and builds loyalty for our properties.”

Maestro’s customizable Guest Loyalty System options include:

  •     Earned points for referral bookings and corporate bookings, in addition to traveler reservations
  •     Multi-Tiered Member Levels (i.e. Silver, Gold, Platinum)
  •     Property-customized point criteria such as rate types, dollars spent, nights spent, reservations, and other factors
  •     Robust Loyalty reward tracking, data mining, reporting
  •     Compatibility with magnetic Loyalty ID cards or Gift Cards.

Guests connect to Maestro Loyalty with mobile and social media
Some guests prefer email communication, others text, and Maestro’s Guest Loyalty System makes it simple for guests to view and manage their accounts, reservations and points online their own way. Since Maestro’s Loyalty System is fully integrated with ResWave reservations and Maestro PMS, it provides seamless, real-time availability and rates with proactive yield management.

“Maestro’s Guest Loyalty System gives independents a great solution that captures a 360-degree view of each individual guest and rewards them for repeat business,” said NORTHWIND-Maestro President Warren Dehan. “NORTHWIND worked with a number of independent companies to create the Maestro Loyalty System. Maestro Loyalty gives guests personalized options and the unique requirements of independents to build a loyal clientele. For the first time independent operators have the same powerful loyalty tools as major chains to help them capture more business.”

For a demo of the Maestro Property Management Suite featuring please contact NORTHWIND at 1.888.667.8488 or email info(at)maestropms.com.

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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 software solution 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.

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Macarena Lorenzini
+1 (888) 667-8488 Ext: 266
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Julie Keyser-Squires, APR
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