Sorrel River Ranch and Spa Utilizes PMS to Attract International Guests
Prior to Elizabeth Rad's 2008 purchase of the Sorrel River Ranch Resort and Spa, the property was already in operation and in good condition. "One thing that made it easier to take ownership was the Resort's Maestro Property Management System from NORTHWIND-Maestro PMS, provider of Maestro Enterprise Property Management hotel software and reservation software solutions for the hospitality industry, that was already doing a great job of automating the operation with reservations, Front Office and a robust CRM module that enabled us to access the records of past guests to begin more effective marketing and provide personalized service," says Stephanie Rad, asset manager for the resort.
The resort's guest mix includes travelers from the US, and visitors from Europe, the Asia Pacific and other global markets. "What I value about their ResEze Web booking engine is its ability to drive revenue from international business around the clock," explained Rad. "Even non-English speaking travelers are able to access and can understand Maestro's ResEze online booking screens and reserve their vacations with us."
Wireless communication
Sorrel River Ranch just completed a total modernization of its hardware platform to implement a leading edge wireless communications network. The project was handled by New York-based Diadian, Inc., a tech provider the owners had used before. Now hotel guests can communicate with the entire world via the Internet. "Maestro's robust technology is flexible enough so our staff, some of which carry hand-held wireless devices, can serve guests anywhere on the property," says Rad. "With handheld units our concierge staff, which we call our Guest Experience Team, can access guest records, preferences and schedules in Maestro to provide much more personal service than if they had to use cell phones." Rad also notes that her staff keeps each guest's activity schedule in the Maestro CRM system, and prints out an itinerary of the next day's events for each person.
24/7 support and training
Since Sorrel River Resort is in a remote location, skilled support and training are essential. "We rely on Maestro's online training teams and phone support to keep our staff well versed in the system's features so they we are as productive and efficient," says Rad. "Maestro offers online webinar training for all its modules and we can also call a professional system training specialist 24 hours a day if needed. Their support has made a very positive difference to our operation."
The resort's guest mix includes travelers from the US, and visitors from Europe, the Asia Pacific and other global markets. "What I value about their ResEze Web booking engine is its ability to drive revenue from international business around the clock," explained Rad. "Even non-English speaking travelers are able to access and can understand Maestro's ResEze online booking screens and reserve their vacations with us."
Wireless communication
Sorrel River Ranch just completed a total modernization of its hardware platform to implement a leading edge wireless communications network. The project was handled by New York-based Diadian, Inc., a tech provider the owners had used before. Now hotel guests can communicate with the entire world via the Internet. "Maestro's robust technology is flexible enough so our staff, some of which carry hand-held wireless devices, can serve guests anywhere on the property," says Rad. "With handheld units our concierge staff, which we call our Guest Experience Team, can access guest records, preferences and schedules in Maestro to provide much more personal service than if they had to use cell phones." Rad also notes that her staff keeps each guest's activity schedule in the Maestro CRM system, and prints out an itinerary of the next day's events for each person.
24/7 support and training
Since Sorrel River Resort is in a remote location, skilled support and training are essential. "We rely on Maestro's online training teams and phone support to keep our staff well versed in the system's features so they we are as productive and efficient," says Rad. "Maestro offers online webinar training for all its modules and we can also call a professional system training specialist 24 hours a day if needed. Their support has made a very positive difference to our operation."