Online Packages, Guest Engagement, Mobile Strategy Reward Independent Operator

| January 29, 2014

Lodging Hospitality Management (LHM) thought that its two independent properties had solid, interesting websites. Until they looked at the numbers.  LHM operates 17 hotels in the St. Louis area. It knows how to run both chain properties and independents. Along with its Hilton, Sheraton, IHG, and Choice flags, it operates two luxury indies, The Cheshire and The Seven Gables Inn.   
 
LHM has unique boutique properties in St. Louis, and filled their websites with colorful stories about the hotels thinking guests would be interested and engage with the properties; but that was not the case.
 
LHM just powered up two new sites that are completely different. The new sites leverage NORTHWIND’s Maestro ResWave web booking system to drive guest engagement and reservations, rather than just display interesting content. NORTHWIND provides Maestro Enterprise Property Management hotel software solutions for the industry’s leading independent hotels, resorts, and multi-property groups.
 
The objective was to have visitors book reservations, and LHM wanted a two-click process. LHM worked with NORTHWIND to build ResWave into the new website design to accomplish its booking objective for reservations, packages, and group contracts. Visitors need confidence they are booking with the property, not a 3rd party company. LHM also benefits from not having to pay OTA fees thanks to direct web booking.
 
Mobile capability and social media booking engagement also play a large part in LHM’s new online strategy. ResWave is mobile optimized, and this drives bookings by making it easy to search and reserve from a smartphone. LHM also has direct web booking capability on our social media sites.  Maestro helped LHM build integrated booking links into social media pages. Visitors can use ResWave’s ‘book-it’ button without leaving the site.
 
Online packages are also a good revenue source for LHM. There are two stages to buying packages. Guests make the purchase decision first, and then add amenities. ResWave provides an easy package booking process and enables guests to purchase package add-ons anytime after they book.   
 
LHM saw that many guests book packages far in the future and confirm their booking as the arrival date gets closer. 

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