11.17.2020
Property management systems solution provider Maestro, which serves independent and luxury resorts, conference centers, vacation rentals, and multi-property groups, is nearing completion of a portfolio-wide version upgrade of its latest Browser and Windows Versions. The provider offers complete flexibility to deploy its feature identical Browser PMS Suite of solutions either cloud-hosted, self-hosted, in your own private cloud or on-premise, and embarked on a mission in early 2020 to ensure that its 900 hotel customers were equipped with the latest mobile and contactless software tools, as well as security enhancements to better manage the challenges they are facing entering the new year.
Maestro PMS Version 5.5 includes a curbside check-in tool utilizing mobile tablet devices to streamline registration and socially distance staff from guests, and guests from each other … a web/mobile/kiosk/iPad self check-in module with mobile key integration, express mobile check-out, electronic reg card with signature capture, mobile spa provider schedule, mobile intake and waiver forms, and eSignature document management to limit staff interaction with guests and remove high-touch physical documents … a mobile housekeeping app that protects staff by controlling the availability of rooms and setting a 48-hour time gap between the time a guest departs and the next guest arrives … mobile payment integration … mobile task management … and a Guest Engagement Measurement (GEM) tool that provides access to relevant guest feedback, intelligence and insights to encourage operational excellence, meaningful differentiation, and a sustainable competitive advantage.
“Maestro has always included FREE upgrades as part of our Diamond Plus service, but never have we launched a mass deployment in such a short amount of time,” said Warren Dehan, Maestro President. “It’s not uncommon for there to be three or four different versions of Maestro operating in the market at one time. Not everyone is eager to upgrade; they are happy with the versions they are running and if they’re happy, we’re happy. But even before COVID, we felt it was time to get everyone on the same version to make operators more competitive and meet the growing demands of today’s mobile guests. When the pandemic hit, it just pushed our efforts along. Everyone knew the low occupancy was the ideal time to get their operations in order, and that included updating their PMS’s to support travelers’ contactless demands and ensure that they were PCI and GDPR compliant.”
Dehan explained that a large-scale roll-out can be extremely challenging, encompassing many factors to be taken into consideration, including training, impact on interfaces, and ensuring that all property staff are ready for the operational improvements of the upgrade. He said all customers were eager to make the transition, and through consultation, orientation and planning, each roll out was a success.
“From our founding 43 years ago, our No. 1 goal has always been to provide solutions that make independent hoteliers’ lives easier,” Dehan said. “Our intent behind this portfolio-wide version upgrade is to ensure that our customers are safe and that they have the latest software needed to manage any challenge they will be facing in the days, weeks, even months to come. With Maestro, hoteliers get a mature and stable Browser Solution as well as the option for the Windows solution supported by a modern database, better integration to the OTAs, exceptional revenue management capabilities, and the latest touchless technologies and 3rd party integrations that will reduce or eliminate the need for physical contact between guests and staff.”
2021: The Year of PMS?
The PMS is and always will be the heartbeat of hotel data. It is where traveler information is centralized. The core system knows who guests are and what they prefer, how much they spend and where they spend it, where they stay and for how long, and what they like to do on their birthdays and anniversaries. As hoteliers prepare for recovery, they will need the most robust, feature rich and innovative PMS to support the many contactless technologies needed to maximize guest engagement when travel resumes.
“The fall season is a time of giving thanks, and we at Maestro are extremely thankful for the hundreds of independent hotel customers that rely on Maestro each day,” Dehan said. “The way we show our gratitude is through our Diamond Plus service offering, of which free complete version upgrades is just one small part. We hope that Maestro’s 24/7 call center; on demand live one-on-one training; in application instant live chat; online user guides, tutorials, direct email support; complimentary live learning webinars; e-Learning user website; and professional productivity audits also speak volumes to how much we appreciate their business — a relationship that we nurture for the long term.
“Exactly what the new year has in store for the hotel industry is uncertain, but with all the operational enhancements needed to ensure travelers that hotels are safe and ready for their return, 2021 may turn out to be the ‘Year of PMS,’” he said. “Just as we helped our customers prepare their core system for the downturn, we stand ready today to help them ramp up for the recovery that is ahead. To all, ‘thank you.’ Maestro is here for you now and always.”
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