Sparkling Hill Resort Offers Guests an ‘Extraordinary’ Wellness Experience with Help from Its PMS
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. Sparkling Hill Resort, located in British Columbia, is a 149-room AAA Four Diamond destination that partnered with Maestro PMS so it could interact with guests on a very personal level.
“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. “Nearly all our guests and groups are here to experience whole body wellness. 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.”
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.