As hoteliers, knowing the breadth of available ways to optimize return guest attraction and capture more on property revenue is essential to success. By building a robust eCRM strategy, Hotels, Resorts and Enterprise Operations can push forward to achieve these aggressive goals. To endeavor upon this strategy, hoteliers need to:

• Increase the knowledge they have about their guests;
• Improve customer service at the online research, planning and booking phase;
• Personalize the marketing and service delivery;
• Develop new and more efficient customer needs-based marketing and;
• Build customer loyalty

Introducing Maestro’s eCRM

Knowing the customer, sending personalized messages, being there at every touch-point involving planning, purchasing, service consumption and post-stay, and providing a unique value proposition leads to increased customer loyalty.

How Does Maestro Assist You In Doing This?

• Maestro maintains a detailed history of all client interactions from any point of contact, i.e. front desk, reservations, housekeeping, over the internet and through the GDS;
• This detail includes past stay as well as behavioral detail – booking methodology, services rendered, membership associations and groups;
• Maestro has the capability to deliver loyalty and rewards programs online and recognize loyal guests;
• Maestro features multiple confirmations for up sell and rapport building opportunities;
•  Maestro’s web booking engine, ResWave, allows guests to book a complete itinerary online in addition to a room that includes dinner reservations, activities and spa services;
• Group rooming lists can be entered online and in real time with Maestro;
• Online bookings can be further analyzed through Maestro Analytics;
• Maestro Analytics provides detailed pace reporting on both Group and Transient Business for revenue management and analysis;
• Maestro Analytics provides for detail guest analysis at a very granular level;
• Yield Rates are centrally managed and automatically affect online bookings as well as more traditional methods;
• Maestro offers “Best Available Rate” guarantees;
• Maestro is fully integrated (two way) with both SynXis and ihotelier;
• Maestro’s online booking engine can be fully integrated with the same look and feel as the hotel’s own web site;
• Maestro Analytics is fully integrated to outlook for ongoing email marketing.