Crystal Springs Resort Re-engages Maestro PMS’ All-In-One Multi-Property Answer to Increase Lodge and Spa Operations

Maestro PMS
Pictures by Maestro PMS

Nestled within the Appalachian Valley is the Crystal Springs Resort that includes two accommodations – Minerals Lodge and Grand Cascades Lodge – 10 eating shops, eight wedding ceremony venues, six golf programs, 30 assembly venues, and two luxurious spas. Along with these guest-experience venues are indoor and outside swimming pools, a state-of-the-art sports activities membership, distinctive culinary experiences, and signature occasions. Conserving observe of those parts proved difficult till administration determined to desert its current property-management system and return to its former answer, Maestro PMS.

“A very powerful a part of a property-management system is its capacity to share info, talk between departments, and supply dependable reporting,” mentioned Sherif Ayoub, Normal Supervisor of the Minerals Lodge. “In years previous, I’ve used completely different PMS instruments, however what’s nice about Maestro is the inner logic behind the know-how. All the variety of our enterprise is totally lined by Maestro’s capabilities, which might require infinite integrations with different companions. Our total employees is celebrating the return of the all-in-one Maestro PMS ecosystem.”

Daniella Testino-Lesina, Reflections Spa director, Grand Cascades Lodge, mentioned the resort’s earlier PMS was not speaking effectively with different departments. “Our earlier system launched challenges as a result of the circulation of knowledge wasn’t correct between properties inside our resort,” she mentioned. “This triggered points with billing, postal code errors, and extra, and led to dissatisfied visitors.”

With Maestro PMS as soon as once more supporting operations, each Crystal Springs Resort accommodations are sharing constant info and communications has by no means flowed smoother.

“Maestro helps us handle challenges on our property in many alternative methods,” mentioned Blake Dolak, entrance workplace supervisor, Minerals Lodge. “We use Maestro PMS to drag all the info we get from completely different teams, from wedding ceremony to convention providers, leisure, and even company visitors, and see something associated to our spa providers. This enables us to plan for visitors upfront and anticipate their expectations.”

At this time, Maestro’s integrated software suite is managing knowledge and occasion areas throughout one deployment and thru one interface. Property modules adopted by way of the mixing embody:

  • Entrance Desk and Reservations
  • Spa Operations
  • Occasion Administration
  • Gross sales and Catering
  • Billing and Level of Sale
  • Coaching and On-line eLearning
  • On-line Reserving Engine
  • Enterprise Intelligence Analytics

 Business Main Coaching and eLearning Instruments

Along with benefiting from improved knowledge administration on property, the Crystal Springs Resort was additionally capable of bolster its coaching and onboarding instruments to cut back downtime spent making ready new staff and enhance the general visitor expertise. Maestro achieves this by way of intuitive design, 24/7 support, purposeful info supply, and strong eLearning resources for novices, refreshers, or studying new options.

“New staff shortly develop into proficient in managing all entrance desk capabilities, from check-in and check-out to billing, however Maestro is a good instrument for steady studying as a consequence of its highly effective characteristic set,” mentioned Nicole Sisco, director of the entrance desk at Grand Cascades Lodge. “I’ve been at Grand Cascades for seven years, and I’m nonetheless discovering new options because of this know-how.”

Testino-Lesina concurred with Sisco, saying she has been working with Maestro PMS for a few years, and the coaching and assist from the system is wonderful. “Maestro’s assist staff is at all times obtainable, only a cellphone name, video name, or message away,” she mentioned. “When new customers be a part of, we discover the spa coaching module to be very useful, and eLearning instruments are supplied to assist current customers as effectively.”

Strong Reporting and Property Consciousness

Maestro’s reporting features enable hoteliers to log essential observations about each side of a property, even throughout a multi-property resort just like the Crystal Springs.

“Reporting is a vital operate inside Maestro,” mentioned Caroline Little, proprietor relations for each the Grand Cascades Lodge and Minerals Lodge. “I usually use the proprietor module to offer month-to-month or annual statements to possession. This enables us to dial into any metric homeowners could also be taken with. Maestro additionally makes it very straightforward to handle our two properties. With only a click on of a button, you possibly can change properties throughout the system, and anybody can shortly run stories at each accommodations.”

Sisco mentioned she makes use of quite a lot of stories inside Maestro, together with occupancy stories to know what number of visitors are arriving and departing at sure occasions, and what number of youngsters are arriving in comparison with adults. “This info helps our resort plan for the morning breakfast buffet or regulate staffing for group occasions we find out about upfront,” Sisco mentioned. “Then, we will shortly distribute the stories and their related info to each division so everybody on property is conscious upfront.”

Simplicity by Design

Maestro’s instruments are designed to be straightforward to make use of and intuitive at a look. By embracing simplicity whereas offering choices for deep property controls, Maestro helps operators keep one step forward of visitors with the data and capabilities they want.

“In the end, we try to offer a ‘wow’ issue to all our visitors, and Maestro helps that objective from the second visitors e book a spa appointment, all the best way to arrival and up till they depart,” Testina-Lesina mentioned. “Being such a user-friendly program enhances the general visitor expertise. We goal to make the method as straightforward and stress-free for visitors as potential, and Maestro’s simplicity aids operators.”

“Most significantly, Maestro simplifies operations and makes issues fast,” Ayoub mentioned. “Friends don’t get pleasure from standing for a very long time on the entrance desk, they need that interplay to be fast. The higher the PMS, the higher the visitor expertise, and we consider Maestro helps us obtain simply that.”

Maestro PMS President Warren Dehan mentioned he’s delighted that Crystal Springs Resort returned to Maestro and feels it had been the proper PMS for his or her resort all alongside.

“Crystal Springs Resort is without doubt one of the most hanging and exquisite properties in New Jersey, and we’re delighted to welcome this property again into the Maestro PMS household,” Dehan mentioned. “The power to speak between departments and share cross-property exercise knowledge is essential to operations and the visitor expertise as this award-winning culinary, golf and spa resort attests. We look ahead to working with the groups at Minerals Lodge and Grand Cascades Lodge for a few years to return.”