MARKHAM, Ontario, November 7, 2023 — Twin Peaks Lodge and Scorching Springs, positioned in Ouray, Colo., is utilizing expertise to simplify operations at a time when its staff wants it most. The 93-room lodge has a storied historical past, starting life as a two-story residence inbuilt 1893. Over time the property was remodeled right into a enterprise, expanded, renovated, modified palms, and extra, however the spirit of what it offers to the group of Ouray stays constant. Regardless of being based within the 1800s, the lodge’s possession staff had a contemporary imaginative and prescient and turned to Maestro PMS to enhance their digital operations and capabilities.
After onboarding Maestro’s property-management system in 2018, the Twin Peaks Lodge and Scorching Springs finally leveraged the corporate’s connectivity capabilities to supply three check-in kiosks in the primary foyer. These kiosks robotically shepherd visitors via the check-in course of and information them to their room with minimal intervention from on-premises employees. Consequently, the lodge is ready to keep constant, efficient operations whereas using simply two entrance desk employees at a time.
Beth Bridges, Assistant Common Supervisor, stated the best problem confronted by the lodge’s operations staff was managing massive teams checking out and in on the similar time. This subject was constant and difficult to beat with the staffing challenges, and it remained one of many property’s most vital boundaries to offering a totally gratifying visitor expertise. As soon as the kiosks have been put in, nonetheless, issues modified. The lodge’s employees are not overwhelmed throughout frequent check-in durations, and solely must step in to help visitors once they encounter edge circumstances with kiosks.
“In 2018, our lodge’s largest visitor grievance was sluggish check-in occasions,” Bridges stated. “Right this moment we now have three kiosks and two brokers out there to reply any questions, and the method is quicker—we timed it. Our handbook check-in course of took seven minutes on common with the entire particulars we embrace as a part of the engagement with the visitor, whereas with kiosks it took simply three. The gadgets print out an in depth map and welcome packet to assist visitors discover their rooms, and even makes room keys. Your complete course of frees up precious time for our brokers, and normally we will present a fast QR code visitors can scan to unravel any frequent points they could have.”
Bridges stated the lodge was lucky sufficient to have put in the kiosks previous to the COVID-19 pandemic and it has been benefitting from their elevated acceptance amongst vacationers ever since. Whereas some visitors proceed to push again in opposition to the expertise, Bridges stated it does present extra advantages, resembling elevated safety by storing digital signatures just like the Maestro digital registration card characteristic, fairly than bodily copies, and eliminating the necessity to repeat private data out loud in the primary foyer. General, the expertise has elevated the Twin Peaks Lodge & Scorching Springs’ working effectiveness, visitor satisfaction scores, and employee retention.
“The Twin Peaks Lodge & Scorching Spring is a valued associate of Maestro PMS, and we’re thrilled to proceed enhancing our out there partnered contactless check-in expertise alongside them,” stated Warren Dehan, president of Maestro PMS. “Kiosk expertise was as soon as seen as a novelty in hospitality, however now it has turn out to be a mainstay of the check-in expertise for a lot of. Company have embraced the expertise for its capacity to rapidly get them to their room, whereas operators are utilizing it to reclaim precious time and concentrate on enhancing the visitor expertise. Kiosks will solely get higher as we be taught extra about visitor conduct and adapt these findings to the hospitality setting.”
About Maestro
Maestro is the popular Internet Browser based mostly cloud and on-premises PMS answer for unbiased lodges, luxurious resorts, convention facilities, trip leases, and multi-property teams. Maestro’s PCI licensed and EMV prepared enterprise system provides a Internet browser model property administration software program answer full with 20+ built-in modules on a single database, together with cell and contactless apps to assist a digitalized visitor journey in addition to employees operations. Maestro’s refined options empower operators to extend profitability, drive direct bookings, centralize operations, and have interaction visitors with a customized expertise from reserving to take a look at and all the pieces in between. For over 45 years Maestro’s Diamond Plus Service has supplied unparalleled 24/7 Assist full with prompt stay chat assist and schooling companies to maintain hospitality teams productive and aggressive. Click on right here for extra data on Maestro. Click on right here to get your free PMS Shopping for information.
