Indies Rank Personal Service, Mobile, Direct Booking, BI, Integrated Ops And Data Security At Top Of List To Increase Revenue And Guest Loyalty
Savvy independent operators are experts at innovation and creating unique programs using Maestro Big Picture Data to drive marketing campaigns and personalized experiences. This gives them a competitive advantage in 2014.
A recent survey of independent operators revealed the top 2014 priorities for this growing hospitality segment. The survey, conducted by NORTHWIND-Maestro PMS, asked independent hotel companies to rank the trends that will most affect their business in the coming year.
Operators identify top high-impact business trends in 2014
- Guest engagement
- Guest experience/service
- Direct web/mobile booking
- Big-picture data and business intelligence
- Integrated operations
- Data and payment security
- Online group management.
“NORTHWIND specializes in serving independent operators. What they think is important to us,” said Warren Dehan, President of NORTHWIND-Maestro PMS. “We work closely with operators to understand their business needs and invest resources to address their priorities.” NORTHWIND provides Maestro™ Enterprise Property Management hotel software solutions for the industry’s leading independent hotels, resorts, and multi-property groups. Click here to learn more about Maestro’s solutions for profitability and productivity.
Big Picture Data Drives Guest Engagement, Loyalty, Guest Experience
Surveyed independents stated that in 2014, guests will increasingly engage with hotels and make stay decisions online. Independent operators have a distinct advantage in engagement and guest experience. Why? Independents are free to build unique service offerings and be highly creative with marketing. Maestro’s single-image database collects information from its 20+ property modules and third-party systems interfaced to Maestro. Its Big Picture Data dashboard combines data to give hoteliers graphic, mobile-optimized data views to base business and marketing decisions on real information.
Independents also cited online frequent-stay reward programs as essential to guest loyalty and attracting new business in 2014. Maestro’s Guest Loyalty System lets independent’s flexibly engage guests and build stronger repeat and referral-guest programs.
“Savvy independent operators are experts at innovation and creating unique programs using Maestro Big Picture Data to drive marketing campaigns and personalized experiences. This gives them a competitive advantage in 2014,” said Dehan. “Maestro's automated Smart eMessaging increases guest retention and revenue by offering guests add-on amenities and upgrades to enhance their stay with revenue-generating activities. Operators use proactive communications to serve guests before they arrive, while on-property, and after departure. Maestro’s integrated text and email messaging tools manage important guest communications and enable independents to automate targeted, relevant, mobile-optimized emails from their guest database.
Direct web/mobile and booking
It is no surprise that Indies named mobile and direct-web reservations as a top priority in 2014. Experts say mobile-sourced revenue nearly doubled in 2013 as travelers became more comfortable transacting from smartphones. Maestro’s ResWave2 is a hosted solution that reduces OTA dependency and increases profitability. It utilizes mobile-optimized, integrated real-time control of reservations, rates, and availability for leisure travelers, groups, and corporate accounts on online channels and social media.
ResWave2 gives independents flexibility to freely engage guests with ‘Social Media Specials’ directed to their website. It drives additional revenue by leveraging technology to book ancillary services during the reservation process. Independents can provide a ‘book it’ button on their Social pages to capture promotion reservations instantly without guests leaving the page.
Maestro’s Pre-Registration Online solution, WebPRO, offers convenience to the guest and provides pre-arrival information to the hotel. Guests can give the hotel valuable insights such as contact information, personal preferences, special, transportation and upgrade requests, arrival times and more.
Data and payment security: No Maestro user has ever had a data breach
Surveyed independents emphasize that data and payment security are 2014 priorities. The United States Secret Service reports that data breaches at hospitality-related businesses account for 40% of all data security breaches.
“No Maestro user has ever had a data breach in their Maestro database,” said Dehan. "NORTHWIND-Maestro is committed to helping independent operators meet their PCI responsibilities and protect themselves and their guests from fraud. Our hosting and systems exceed all PCI system and hosting standards. The PCI Standards Council has certified that the Maestro PMS Suite is fully compliant with the industry standards for data security."
The survey results show that independents also plan to focus on business growth by investing in websites and digital marketing, staff training, adding Maestro modules, and property renovations.
January 8, 2014