Automated Guest Experience Management Builds Loyalty and Biz for Resort

| May 29, 2014

Rodd Hotels & Resorts operates eight Three and a Half- to  Five-Star destination properties and partners with four championship golf courses in Eastern Canada. The company’s success over 80 years of operation is founded on the personalized care it takes meeting guest’s needs and providing a fulfilling stay experience. Today Rodd continues its tradition of service with the latest NORTHWIND-Maestro Guest Experience Measurement (GEM) technology to strengthen guest relationships and increase revenue.
 
GEM: advanced online guest sentiment analysis
GEM enables properties to easily communicate with guests to collect, analyze, and quickly respond to their feedback. Rodd’s marketing team uses GEM to create branded guest-stay surveys customized for each property.
 
All of Rodd’s properties are automated on NORTHWIND’s Maestro Multi-Property Management system that utilizes one centralized database. NORTHWIND provides its Maestro Enterprise Property Management hotel software and reservation software solutions for the industry’s leading independent hotels, resorts, and multi-property groups. 

GEM interfaces seamlessly and automatically with the Maestro PMS at its properties. GEM automatically emails every departed guest a ‘thank you’ note with an invitation and link to a brief branded satisfaction survey. Questions address each property’s unique venues, such as spas and restaurants.
 
GEM sentiment results help drive business decisions
GEM functionality goes well beyond a digital comment card. It is a comprehensive online guest-sentiment research tool that informs solid business decisions by collecting and recording guest feedback in a single-image database for customized analysis. GEM creates statistical performance scores for all key areas of guest experience and Rodd’s property performance to identify actionable trends that impact business.
 
Each guest’s GEM sentiment input is recorded in Rodd’s Maestro PMS guest history so reservation and desk staff see all previous responses and ratings at check-in for more personalized services. GEM gives guests a direct and trusted outlet to offer insights about their stay so they do not feel they need to turn to TripAdvisor.
 
Paperless tracking supports 'green' efforts, rewards guest loyalty. Rodd also links GEM results to its Everystay Rewards loyalty program in the Maestro PMS to provide a 360-degree view of each guest’s stay for better service. 

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