Guest Loyalty Technology Gets Personal at Rodd Hotels & Resorts
“We are a family-owned hotel chain that prides itself in knowing our guests and personalizing their stay with us. Our success is based on recognizing each guest, providing the experience they value, and rewarding their loyalty. Maestro’s Multi-Property Hotel Management and Loyalty System are essential to our operation,” said Mike Robertson, Marketing Manager for Rodd Hotels & Resorts. Rodd Hotels & Resorts operates seven hotels and resorts with three golf courses on Prince Edward Island, New Brunswick, and Nova Scotia, including the Five-Star Rodd Crowbush Golf & Beach Resort.
All Rodd properties share one fully-integrated Maestro Multi-Property database for reservations, hotel management, and Rodd’s EveryStay Rewards program. All guest information, including amenities and preferences are recorded and accessible at each property.
“Maestro’s Loyalty System is at the heart of our EveryStay program,” Robertson said. “Our agents use Maestro to identify preferences including room types, food and beverage favorites, and special requests to make their stay more enjoyable. They also can see each members’ rewards level and point balance to provide details on what value-ads they will receive during their stay.”
EveryStay Rewards members earn a point for every dollar spent at Rodd locations.
“We currently have 25,000 members and four EveryStay membership levels, each based on number of nights stayed on an annual basis," Robertson added. Each level has extra perks. Members can redeem points for free accommodations, golf, spa, dining or from a large selection of gift cards at 50 local retailers through our partner program.”
Guests sign up for Rodd Resorts EveryStay membership online or on property. They can review their points online, and Maestro automatically prints point balances on EveryStay Rewards members’ folio at check-out.
“The system brings Rodd a great deal of repeat business from our loyal guests. Many of our members stay with us 50 to 100 nights a year,” Robertson said.
Maestro’s centralized Multi-Property hotel management system saves time in the reservation process. Agents can personally engage guests quickly thanks to their ability to access guest information from all Rodd locations.
“From a head office perspective, Maestro’s centralized database allows us to easily run reports for the chain. This makes it more efficient for sales, marketing, revenue management, and the accounting departments,” Robertson said. “It’s also much easier to communicate with our members through a central database. For our reservations agents, not having to re-enter a guest’s information if they have stayed at one of our locations saves a significant amount of time and simplifies the booking process.
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.