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Destination Hotel’s PMS Powers Efficiencies, Personalized Service


Water’s Edge Resort & Spa, a 188-room year-round full service destination in Westbrook, Conn., began using Maestro Property Management System (PMS) in 2009. “We run a complex, high-volume operation that includes a luxury resort hotel, The Spa at Water’s Edge, five F&B outlets, a timeshare ownership operation, meeting rooms and event spaces. Maestro automates our entire operation,” said Heather Hennessey, controller.

“Every guest’s record and history are documented and tracked in our Maestro system. Its property software is at the heart of our business. Each Maestro module is integrated with property management. If a guest has a Spa appointment on their reservation, our front desk staff will see it in Maestro Front Office, greet them personally at check-in and remind them of their treatment time. Their Spa billing is visible in the Maestro Front Office System for easy folio review at check out.” 

Hennessey noted that Water’s Edge also uses the Maestro Sales & Catering system to manage all its meeting space and group activities.  All Maestro spa and activities for both transient and group guests are translated into a single guest itinerary for presentation to the guest. 

“The Maestro Gift Card module is very important to Water’s Edge,” Hennessey said. “Many guests purchase gift cards online to give friends and family. Maestro simplifies issuing and redeeming gift cards. Our outlets’ Point of Sale system interfaces with Maestro to make it easy for guests to redeem credits.”

The Maestro multi-module property management solution propels the guest journey from online and mobile reservations to Maestro’s PCI Certified payment portal, Yield Management, Spa & Activities management, Sales & Catering, Group Management, Owner Management for vacation rental and condo operations, Guest Loyalty programs, Mobile Online Check-In and Check-Out, Club Membership, Maestro Analytics Business Intelligence and much more. Each module is integrated with Maestro’s single-image database that automatically captures and integrates guest activity, facilitating a 360-degree view for staff and management. In addition to its 20+ property modules, Maestro PMS also seamlessly interfaces with hundreds of 3rd party solutions for easy integration.

Water’s Edge Resort & Spa also uses Maestro’s online Guest Experience Measurement (GEM) module to connect with guests for feedback about their stay. GEM is their electronic comment card system. “We created our own guest questionnaire that Maestro automatically e-mails to every guest at check-out. GEM generates a monthly report that tabulates guest feedback so we can take an objective look at our hotel and its service to always improve. Here is one example of GEM’s value. GEM recently identified a trend of many guests saying they wanted a refrigerator in their room. We added refrigerators as a standard hotel room amenity. Now our guests have a more positive stay with Water’s Edge thanks to Maestro’s many modules.”

The Maestro PMS delivers flexible and scalable deployment options with a feature identical web browser or windows solution available in the cloud or on premise.  Maestro’s revenue-generating property software tools and services increase profitability, drive direct bookings, centralize operations, and provide personalized and mobile guest service tools to enhance the guest experience

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