Call centre maximizes revenue for Banff resorts

BANFF, Alta. — How does Banff Lodging Company, a leading Independent resort chain, deliver an exceptional guest experience for 11 resorts? Maestro Multi-Property PMS suite puts all properties on one database for easy cross-selling for guests and groups.

“Banff Lodging Company (BLC) selected Maestro for its six original hotels because of its integrated property management (PMS) and sales and catering systems. We are a heavy group company with custom BEOs [banquet event orders], and Maestro’s hotel software system integration has been excellent,” said Arjun Gersappe, general manager at Banff Lodging Company.

Their hotels in Banff include Banff Caribou Lodge & Spa, Banff Ptarmigan Inn, Bumpers Inn, Inns of Banff, Fox Hotel & Suites, Moose Hotel & Suites, and condos Hidden Ridge Resort, Rocky Mountain Resort and Tunnel Mountain Resort. They also have two properties in nearby Canmore: Rocky Mountain Ski Lodge and Pocaterra Inn and Waterslide.

“Now we have 11 properties on one Maestro hotel software database. This enables us to operate a multi-property call centre, simplify cross-selling and book larger groups,” Gersappe said. “Maestro’s single-image database lets us recognize guests whether they are with a group or on vacation for personalized service when they return. Today’s travellers want a special guest experience and Maestro helps us deliver that.”

BLC self-hosts Maestro’s Multi-Property Integrated Software Suite in a hybrid windows and web browser implementation with the following modules:

— Front Desk and Reservations

— Condo Owner Management

— Sales and Catering

— Club and Spa Management

— Analytics Business Intelligence Data Mining

— Yield and Rate Management

Maestro PMS has grown with Banff Lodging Company over their 11-year relationship.

Cathy Geisler, reservations manager, employee owner at BLC, said, “We have added a number of properties since we first installed Maestro in 2008. As we added properties, we have seen immediate revenue growth. When we take over a hotel and add it to our reservation network on Maestro, the property always increases revenue.

“Maestro has been an excellent tool for our management strategy. Maestro’s centralized multi-property database enables us to have a centralized call centre and management process. The system lets us set standard optimized rates and market and book our properties from one BLC call centre for a uniform, high-touch guest experience.”