Taboo Resort, Golf and Spa has become a coveted destination for hard working professionals and business people who want to hit the 'reset' button with a luxury resort stay. Ninety minutes north of Toronto, Taboo is an ultra chic property with a 5-Star restaurant, full-service Spa, and championship golf course. The resort also has the cachet of a high-tech executive conference center with 17 meeting rooms and banquet facilities. Most recently Taboo made it easier for guests to book rooms, spa appointments and other services from the resort's website with surprising results.
"Taboo is a unique high-profile luxury resort," says Robert Pauselli, director of information systems at Taboo. "To leverage our online brand recognition and enlarge our sales options, we are in the process of implementing a fully integrated booking engine on our website that enables us to sell dynamic packages that guests can personalize with added amenities. We use the Maestro Property Management Suite from NORTHWIND and their ResWave hotel software booking system that enables guests to reserve spa appointments, dinner reservations and other revenue-generating activities while they book their room online. Travelers want to book from their PC handheld devices and we have seen a huge increase in online revenue with ResWave's ability to let guests book their own amenities." Taboo is forecasting a substantial increase in revenue with the addition of website guest self up-sell.
A more efficient operation
Taboo's online bookings have more than doubled since 2007 and having a more effective online presence supports a more efficient reservation operation. "Maestro's integrated reservation software and hotel management system make our operation more efficient," says Pauselli. Taboo uses Maestro Front Office, Sales & Catering, Spa and Work Order Scheduling and will soon go live with Retail POS and Online Table Reservations.
Online group reservations and RFP responses
The property is also leveraging its integrated Maestro Yield Management system to optimize rates across all Taboo's reservation channels including its website. "We have used our Yield Management system to optimize rates for individual reservations, but now we are optimizing our group business by adding promotion codes that make the group booking experience smoother," says Pauselli. "Adding online group reservations is a huge plus for us because group managers can control their own group lists once their group is booked. Also, with ResWave online RFP integration capability, sales inquiries are handled more efficiently."
Taboo Resort's trademark and what generates repeat business, is its high-touch service and personalized attention to guest needs. The resort moved its guest comment-card feedback online in a way that is proving very successful. "We automated how we solicit and track guest comments with Maestro's GEM Guest Experience Management system," says Pauselli. "When guests leave Taboo, our Maestro system automatically sends a 'thank-you' email with a link to our GEM survey. We receive guests' survey responses faster and we respond more quickly with GEM." Guests can make anonymous responses if they want privacy, but if they choose to include their name, the resort's Maestro property management system adds the comment form to their history so Taboo's staff can be proactive during the guest's next visit.