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Why World Class Independent Luxury Operators Prefer Maestro PMS Technology for Personalized Service and High-Touch Guest Engagement

Top 100 Spa Destination, Sparkling Hill Resort Relies on Maestro to Support a Truly ‘Extraordinary’ Guest Wellness Experience

April 2, 2019 – Luxury property operators know more about the importance of personalized guest service, guest recognition, and high-touch guest engagement than anyone else in hospitality. They understand that supporting their efforts takes the right technology partners. This is the reason hundreds rely on Maestro PMS’ suite of 20+ fully integrated modules and their network of over 600 3rd party integrations to help them meet their objectives. Maestro PMS is the preferred cloud and on-premise hotel software solution for independent hotels, luxury resorts, conference centers, and multi-property groups. Maestro offers a full array of sophisticated APIs to allow clients freedom of choice in all of their critical technologies.

“We use Maestro PMS in almost every department of our Resort. We have an extraordinary property with a variety of services and activities focused on whole body wellness. We make a very personal connection with our guests thanks to Maestro,” said Jana Gohl, General Manager of Sparkling Hill Resort. Located in British Columbia, Sparkling Hill Resort is a 149-room AAA Four Diamond destination. “Nearly all our guests and groups are here to experience whole body wellness,” Gohl said. “Maestro enables us to deliver individualized attention to each guest’s unique needs and preferences. This extends from pre-arrival attention, to our commitment to understanding their needs and trying to fulfill them before they arrive.”

Sparkling Hill Resort uses Maestro’s complete integrated solution including Front Office, Spa and Activities, Sales and Catering, ResWave Direct Online Booking Engine, Housekeeping, Yield Management, and Guest Experience Measurement (GEM) Systems. “Maestro’s modules are seamlessly integrated so our staff can answer any of our guests’ inquiries confidently whether it is looking at their spa and activity schedule or reviewing their detailed dining folio. The system records each guest’s critical information for staff attention and personal service and sends automated tailored confirmations when they reserve their room,” Gohl said. “Maestro sends a pre-arrival email before they check-in with a custom single guest itinerary inclusive of their spa appointments and stay details so they can focus on pure relaxation upon arrival. Corporate group members can also utilize a private booking page that can show any information the organizer wishes which allows us to personalize their experience before they even arrive. Maestro’s ability to store all of our guest’s personal and preference information allows our staff to provide a truly memorable experience to all of our guests. To maintain the highest service level, upon checkout, we automatically send guests a GEM survey through Maestro.”

Maestro’s integrated guest feedback system (GEM) automates communications with guests throughout their stay with a post check-in survey and assists in creating a unique, intimate experience while developing a close guest relationship that promotes loyalty.

“Sparkling Hill Resort’s team uses Maestro’s eLearning modules to take full advantage of the system’s robust functionality,” Gohl said. “Our new hires log on to Maestro’s online tutorials to learn the system quickly, and the system’s management training modules keep us current on new features to support our high-touch operation.”

Maestro President Warren Dehan said, “We are proud to have Maestro in use by Sparkling Hill Resort since they opened in 2010. The Resort’s professional team takes full advantage of its Maestro modules in the way they were intended, helping them to better engage with guests and provide the highest quality service their discerning guests demand. The Resort’s world-class KurSpa is the largest among luxury spas in Canada and is considered by many to be the most unique in the world. Sparkling Hill’s wellness clinic offers numerous treatments and programs, and Maestro’s Spa and Activities module supports this demanding venue perfectly.” 

The Maestro Property Management System delivers flexible and scalable deployment options with an identical full-featured web browser or windows solution available in the cloud or on premise.  Maestro’s revenue-generating hotel management software tools and services increase profitability, drive direct bookings, centralize operations and provide personalized and mobile guest service tools to enhance the guest experience. Click here for more information on how to engage and socialize with Maestro PMS.