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Maestro PMS  

Markham, ON & Boca Raton, Florida,  FL 
United States
http://www.maestropms.com


Trusted & Proven PMS Suite to Independent & Multi-Properties

Maestro is the preferred Web Browser based cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers a Web browser version (or Windows) complete with 20+ integrated modules on a single database, including mobile and contactless apps to support a digitalized guest journey as well as staff operations. Maestro’s sophisticated solutions empower operators to increase profitability, drive direct bookings, centralize operations, and engage guests with a personalized experience from booking to check out and everything in between. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups productive and competitive. 

Maestro is a natural choice for your technology solution touting industry-leading innovation, no-charge software version upgrades & 24/7 access to a live support team reachable by phone, email and in-application live chat for instant answers. Now available, you can also bring Maestro to your property contact free via remote deployment, virtual training and elearning.

PMS • Sales & Catering • Club & Spa • Condo Owner • Member • Booking Engine • Mobile Apps • APIs

Click here for more information on Maestro. Click here to get your free PMS Buying guide.

Brands: Maestro PMS, the power to choose. Cloud, On-Premise, Self-Hosted & Private Cloud. 20+ integrated & touchless modules on a single database. 42 yrs serving independent groups with unparalleled support.


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 Press Releases

  • In-demand contactless and mobile tools, exceptional online training, and 24/7/365 support are giving the versatile property-management-system provider glowing reviews
    Exceptional Service is at the heart of operations for Ocean Hotels Group in Barbados, but that is not what the family-owned company of three mixed-use, four and five star luxury resorts felt they were receiving from its previous property-management system provider. At the heart of the pandemic, and with two hotels recently reopening and a third hotel and residences undergoing an extensive renovation, the ownership group pulled the plug on its prior PMS and went live with Maestro. Today, Sea Breeze Beach House on Maxwell Coast Road and South Beach Hotel on Rockley Beach are thriving with Maestro, and when O2 Beach Club & Spa opens in September, it will be running on Maestro too.

    As a trusted partner to independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups, Maestro provides a sophisticated and feature identical Web browser or Windows PMS suite with flexible deployment options. Whether hoteliers want their Web Browser Based PMS hosted on premises, self-hosted, in a private cloud, or cloud hosted with a SaaS-model, Maestro has the platform needed to support the latest mobile, contactless, and web-based technologies to enhance a safe and digital guest experience.

    “It is my expectation that a technology partner should be there to help, not hinder, hotel operations,” said Jacqui McDermott, Ocean Hotels Group sales and marketing manager. “I was frustrated because our server-based PMS was too restrictive. With every glitch in the system came a patch; with every patch came another problem, and requests or fixes would spend months in research and development. The communication was poor and dependent on finding ‘the one person that would help you.’

    “For two years we did extensive research to find the right PMS partner,” McDermott said. “We needed a company that understood the unique needs of an independent, multi-functional, hotel/ownership/timeshare operation and offered a cloud-based solution. We wanted to move to fully understand how their technology worked and we talked to existing users to learn how the potential candidates treated their customers. We found everything we were looking for and more in Maestro. Believe it or not, mid pandemic proved to be the perfect time to make the switch. It gave us the breathing room we needed to configure, set up, and train on the system. When we reopened in August and September 2020 respectively, our new cloud-based Maestro PMS was up and running and ready for guests.”

    Ocean Hotels Group is running on Maestro Version 5.5 that features the latest mobile and contactless tools, including: Maestro Web Browser Version, WebPro Mobile Registration, ResWave Online Booking Engine, Front Desk, Yield Management, Mobile Housekeeping, Digital Registration Card, eForms, Pre-Payment Portal, Sales and Catering, Condo Owner Management, SMS Messaging, Travel Agency, Work Order, and Gift Card modules. Maestro PMS also has deep integration to each property’s Silverware POS, making the food-and-beverage transition quick and painless.

    McDermott said property teams are especially excited about Maestro’s express check out functionality, and soon they will be using Maestro contactless check in. Also planned to enhance the stay experience, guests will be able to access their rooms via RFID contactless wristbands through Maestro’s integration to Salto Systems keylock technology.

    “Having a PMS partner that is embracing contactless technologies and offers sophisticated features as Maestro does speaks volumes to their commitment to guest service and their understanding of luxury hospitality overall,” McDermott said. “Maestro’s contactless and mobile tools are enabling us to provide a far better customer experience that leverages technology while maintaining elevated service. The management experience has improved by leaps and bounds. More importantly, Maestro’s reporting tools are helping us drive revenues. Switching to Maestro has greatly reduced my stress level.”

    “I can’t say enough wonderful things about Maestro’s support teams,” she added. “The training team was excellent. Even though all training was handled remotely, they stayed online all day so staff could dip in and out during their shifts to ask questions. They held my hand through the entire training process, and each person was brilliant at their respective tasks. Remote training is a lot of work, but Maestro made it look effortless. I applaud them on their skill set and for their dedication. The implementation team should also be commended. Everyone has been so patient with us. Onboarding a multi-property, multi-functional hotel group like ours comes with a lot of challenges, but Maestro had an answer to every question and a work-around for every obstacle. Today, I give Maestro a 9 out of 10; once we are fully operational and using every tool, they may just get a perfect score.”

    Maestro President Warren Dehan said his family got into the custom software development business 43 years ago not to create IT problems for business owners, but to solve them.

    “Sure, software can get complicated, especially in today’s new normal when guests are demanding contactless experiences and where integrations to 20-plus systems is not uncommon,” Dehan said. “It’s disappointing to hear of poor service; it gives all hotel technologists a black eye. Thankfully for Jacqui and her team, these three Ocean Hotels are now in good hands with Maestro. We build stable products that don’t require constant fixing; developed a service culture centered around accessibility that enables people to access live agents, live chat support, and online training at their own pace; and we offer lifetime version upgrades and enhancements as part of our subscription fees because it’s simply the right thing to do.

    “We can’t wait for the day when it’s business as usual, but until then, Maestro is here 24/7/365 to assist our customers no matter what their needs may be,” he said. “We’ve actually taken calls from customers who need help with another vendor’s equipment because its support team is nonresponsive. This substantiates that no matter how good a company’s software may be, it needs to be backed by exceptional service. In a word, that’s Maestro.”

    About Maestro PMS
    Maestro is the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers 20+ integrated modules on a single database including web and mobile apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized experience. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups operational and productive.

  • With a comprehensive two-way integration between the Maestro property-management system and leading Central Reservation System suppliers, independent hotels without a proprietary 24/7 Call Center can deliver a seamless booking experience and gain more control over their reservations processes
    Ensuring a frictionless guest experience from booking to check out and beyond is critical in today’s new normal. Thankfully, Maestro is one of only a few property-management system providers with enhanced two-way integration to Pegasus CRS and other leading Central Reservation System providers. Built on Hospitality Technology Next Generation (HTNG) standards, this joint technology initiative is making it easy for guests to book rooms and make changes to existing reservations on command — regardless of where the booking originated.

    “As travel resumes, hoteliers must do everything possible to ensure an exceptional stay experience, and that starts with booking,” said Warren Dehan, Maestro president. “When guests call the hotel, the reservations agent — no matter where he or she is located — must have access to all relevant data, no matter the time of day or with whom the booking was first made. We wanted to make sure that if a client closed its reservations line at 8:00 p.m. and a guest calls at 9:00 p.m. to make a change to an existing reservation — or if a loyalty club member is making a reservation at 10:00 p.m. and expects the hotel to honor prior profile requests — Pegasus CRS or the other third-party CRS providers that are manning the hotel’s Call Center have a complete view of the guest and a true depiction of centralized reservations in and out of the system. With a standard two-way integration, even one written to HTNG standards, that level of transparency does not exist.”

    “Together with Pegasus and other leading CRS providers, Maestro is delivering a secure way to upload volume reservations from multiple threads, not just rates and availability,” he said. “It creates a more service-oriented booking experience for guests who call about their reservations and gives operators more control over their reservations processes. This enhanced two-way CRS integration is something that hotels without a proprietary 24/7 Call Center can benefit from today, and it is something that travelers will expect if they are going to give you a good review. Daily we are getting requests from customers and new prospects asking for this type of functionality, and they are delighted to learn that we already have it in place.”

    Full Circle Reservations Synch
    Maestro first embarked on the enhanced two-way integration project in 2018 with Pegasus. Elizabeth James, Pegasus Solutions Consultant, led the effort to develop a way to access all reservations in its CRS and those originating from Maestro. Pegasus does not have direct access into the PMS; Maestro’s booking engine instead pushes all reservations data to the CRS, creating a record of the transaction with full details transparent to the reservation’s agent.

    “In the typical hotel reservations world, a one-way system would send guest reservations from the Pegasus CRS to the Maestro PMS — that’s it,” James said. “With the enhanced two-way scenario, we send booking information to the PMS and it sends data back. It’s a full-circle reservation synch, complete with rate and inventory details. Few PMS companies have this type of deep integration with Pegasus. Having all reservations on a single platform gives us the ability to pull reports needed on an entire set of reservations. And, because of the Pegasus Business Intelligence platform, we can slice and dice the information in more meaningful ways. This gives Pegasus and Maestro the most accurate and meaningful analytics by default.”

    “For us, building strong connections with vendor partners is critical to our customers’ success,” she said. “A CRS is only as good as its relationships with, and connections to, hospitality vendors. Without the enhanced two-way integration, hotels would have to wait until the next day (when its reservations system is back up) to upload new reservations and see changes to bookings that were made the prior evening through the CRS. Together we are offering the most painless way to manage distribution and enhance the user experience. It’s time that operators get rid of old clunky systems that do not have seamless integrations. It’s a different world today and implementing enhanced two-way integrations between Maestro users and Pegasus help ensure guest satisfaction and loyalty.”

    Maestro Web Browser based software is the preferred cloud and on-premises Property Management Software (PMS) suite for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI-certified and EMV-ready enterprise system offers 20+ integrated modules on a single database, including web, mobile, and contact free apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized and safe experience. Maestro’s Support Service provides unparalleled 24/7 North American based live phone and instant chat support and education services.

    HTNG Applauds Technology Effort
    HTNG Web Services Architect Sandy Angel said the enhanced two-way CRS integration is “pretty cool.” It not only enables hoteliers to service guests properly from a 24/7 reservations perspective, but “it levels the playing field for independent hotels, enabling operators to provide services identical to the bigger brands.”

    “This enhanced two-way CRS integration is truly helping hotels better manage their reservations — especially on off hours — and it’s supporting operations from a labor perspective,” Angel said. “If you look at the big chains, they have full-service 24/7/365 reservation operations in remote locations. A lot of independent operators do not have that type of access or the human resources to support it, particularly today. It’s rewarding to see these vendor partners working together and using HTNG specs to design a reservations solution that is keeping hotel staff and guests better connected. Kudos to everyone involved. This type of interoperability is essential for the hospitality ecosystem to survive.”

    About Maestro PMS
    Maestro is the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers 20+ integrated modules on a single database including web and mobile apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized experience. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups operational and productive.

    About Pegasus
    Pegasus combines high-tech innovation with high-touch service to give hoteliers more control over their revenue and distribution strategy than ever before. Following their merger with Travel Tripper, Pegasus enables hoteliers to better connect with their guests through an innovative and flexible platform of Reservations, E-commerce, Global Sales, and Business Intelligence solutions that help hotels drive demand and increase revenue and profitability, including the Pegasus CRS, named Best CRS 2020 by Hotel Tech Report. With more than 30 years of experience in global distribution, Pegasus serves hotels across 120 countries from eight offices worldwide in New York, Scottsdale, Las Vegas, London, Paris, Frankfurt, Tokyo, and Hyderabad.

  • Independent hotel and resort group operators are demanding more choice, more flexibility, more functionality, and more support as they prepare for industrywide resurgence

    It is not surprising that 2021 brought with it a lot of hotel operational changes as management had ample time last year to evaluate which technology solutions were working and which were not. What many hotels are discovering — based on the increasing call volume to our North America sales team — is that their current property-management systems do not have the breadth of features or the contactless tools needed to support returning guests along their journeys. Certainly, they want to offer a contactless and touch-free guest experience complete with mobile check-in and express check-out, mobile room keys, digital registration cards, and a digital guest itinerary. And their wish lists do not stop there. In speaking with prospective customers from the independent hospitality group sector over the past several months, we are repeatedly hearing the same requests for more choice, more flexibility, more functionality, and much more customer service.

    One of the biggest problem’s that hotel and resort operators are facing is the inability to attract and retain staff. If you think this human resource issue cannot be addressed by the PMS, think again. Today’s hotel employees are wearing multiple hats. A person may be working the front desk on Monday, assisting in the restaurant on Tuesday, working the Pro Shop on Wednesday, the Spa on Thursday, etc. If a hotel has disparate systems across their outlets, that means team members must know how to operate multiple systems. That could be a nightmare, especially if the team member is a relatively new hire and is not familiar with hotel technology. Although staff may do their best to learn these different solutions, it’s likely not what they signed up for, and soon the employee may get frustrated and leave.

    So, in addition to the demand for contactless tools, hoteliers are saying they want the ability to run multiple outlets from a single solution with one database. They want front office, sales and catering, spa and activities, booking engine, mobile and contact free guest engagement, mobile and contact free operations, data mining analytics, membership, retail point of sale, condo and owner/vacation rental management, loyalty, work order management, gift card management, guest experience management/surveys, mobile housekeeping, customer-relationship management, guest communications, and two-way text messaging to operate on a single platform.

    Giving employees a single solution and a single login to learn and operate the technology, and the ability to cross book and view activity for all outlets, arms them with the ability to focus on their important tasks and not struggle with disparate systems and user interfaces. They will excel when they can use an integrated solution rather than rely on interfaces between systems with non-centralized guest profiles and stay data ultimately helping them do their jobs better, and with a lot less stress. It will enable them to hop from one department to the next if needed with ease. And, when the technology is quickly mastered, it will give employees pride in their work and a sense of accomplishment. In the end, having the tools to effectively do your job is satisfying and rewarding, and helps build better team players. Selecting the right PMS partner speaks directly to attracting and retaining hotel employees for the long term.

    Next, hoteliers are saying they want complete autonomy and power of choice in their PMS platform deployment if the options support mobile and contactless guest engagement from booking to in house to check out. While some operators opt for a cloud-based PMS today — one featuring browser access deployed in a multi-tenant environment — there are others that for many reasons would prefer choices in their deployment, yet still desire a web browser-based solution.

    Due to many factors, such as remote location with spotty internet, or simply wanting the data server under their own management, operators are asking for the best of all worlds, and want their modern browser solution with the choice to deploy self-hosted, private cloud, or on premise as well as cloud hosted. ALL have advantages dependent on the operations’ needs, and each can securely support personalized and mobile check-in, contact free technologies, and modern integrations. The key is finding a single PMS provider that offers flexible PMS deployment options. Whether the server is in the cloud, in a private cloud, a managed data center, or in the hotel’s IT room, if it has a connection to the Internet (generally firewall secured between an internal and external network) it can support a web browser-based PMS with touch free, contactless, mobile, and third-party technologies.

    They want an enterprise PMS platform that’s easy to use with built in tutorials and learning materials, as well as easy to access help and support by the supplier. They want the system to provide centralized controls and reporting while enabling each property to run at maximum efficiency. They want a centralized chain wide database facilitating easy cross selling of properties and amenities plus a single client profile for greater guest recognition and loyalty management. They want corporate collection and individual property performance metrics and guest behavior reporting from a single central data repository. And they want increased efficiencies and productivity with centralized, standardized operational procedures across all properties.

    Hoteliers are also indicating they want multi-property functionality. We are seeing hotel companies acquiring new properties regularly now and expanding their portfolios, sometimes with a very short acquisition window to get new systems in place. How easily a new property can deploy the PMS and onboard employees will be key to PMS selection. Operators are saying they prefer a reasonable serviced based upfront set-up fee, coupled with remote training for greater efficiencies and expeditious implementation.

    Regarding remote training, while nothing takes the place of in person training, in today’s new normal, the need for virtual technology training is critical to following social distancing guidelines and keeping employees safe — whether protecting hotel workers, trainers or guests. Hoteliers say they want PMS companies to offer eLearning, including easy-to-learn courses for each module. They want to give their staff the opportunity to study key system features, functions, and reports at their own pace and on their own time. In addition to traditional live phone support, the PMS provider should also offer live chat help, online user guides, tutorials, and direct email support. And operators want to have the ability to guide and track the lessons completed by each user. If the PMS provider offers free version upgrades — something many hoteliers say they never knew existed but also highly welcome in 2021 — all employees will also need continuing education on these new versions. Finding a PMS provider that offers on demand live training as part of their annual subscription and maintenance fees is critical, along with one-on-one refresher training, both being a top selection criterion for operators.

    Last, but certainly not least, hoteliers say they want 24/7/365 responsive, LIVE, and affordable customer support. Some hoteliers are telling us that because they have disparate systems in each department and paying for each vendors system separately, total support fees can be exorbitant. We are also fielding weekly calls from operators who are frustrated with their PMS provider because their service calls are not being answered or returned. People prefer working with a PMS company, and technology companies in general, that maintain a client first support culture at its core. They are responded to live via phone, or live chat, they have a voice in the roadmap of enhancements and innovations, they simply want their voice to be heard. The last thing anyone wants to feel today is isolated; the pandemic has caused enough social isolation damage for a lifetime. You can have the best product in the market, but without proper service to back it up, it is not a worthwhile investment.

    Enterprise hotel management software with integrated modules to support all departments operating on a single database does exist, and it comes with contactless and mobile apps to power profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a safe and personalized experience. Those wanting flexible and scalable deployment options with a full-featured and sophisticated web browser solution available hosted in the cloud, on premise, self hosted, or in your own private cloud are not alone. In 2021, hoteliers can have it all. They just need to know where to look.

    About The Author
    Audrey MacRae is Executive Vice President of Maestro, the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro was first to market with a fully integrated Windows PMS and Sales & Catering solution and is continuing that trend with leading edge web and mobile based solutions. Platform and deployment independence present Maestro as an investment that will continue to grow and adapt as new technologies emerge.

    About Maestro PMS
    Maestro is the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers 20+ integrated modules on a single database including web and mobile apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized experience. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups operational and productive.

  • Mobile check-in is ideal for independent hotels due to its ability to be used by anyone with a mobile device while personalizing the stay experience to meet each guest’s preferences

    For many hoteliers, 2021 is likely to be a year of experimentation, both with new technology and existing tools that have gained new purpose. The abrupt end to the previous business cycle, brought on by the arrival of COVID-19, showed the industry guests are looking for increased flexibility with regards to the check-in process. Maestro, the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups, is working diligently to educate independent hoteliers about the benefits of this in-demand mobile technology.

    “Traveler interest in mobile check-in was rising before the pandemic, but today it is almost a necessity to secure hotly contested bookings,” said Maestro President Warren Dehan. “Unfortunately, many hoteliers interested in offering the service are holding back due to common misperceptions about what this tool can and cannot do for their hotels. Here are eight myths our sales team routinely encounters and continually works to debunk when speaking to hoteliers about adding this in demand and contactless guest-service module to Maestro PMS.”

    Mobile Check-In Myth #1: Mobile check-in requires an intricate and existing technology infrastructure. When discussing alternative check-in technologies, you do not need to be a large, branded hotel to divert attention away from the front desk and speed up the check-in process. Any property, across every hotel segment and independent classification, can easily add mobile check-in if the technology is supported by the hotel’s property-management system provider either through a proprietary application or via a third-party integration to industry leading providers.

    Mobile Check-In Myth #2: To process mobile bookings and provide contactless check-in the hotel must have Bluetooth Low Energy electronic door locks, as the service requires guests to have access to a smartphone. While BLE door locks can provide a more expansive end-to-end check-in experience, there are many ways to provide mobile check-in without them.

    Mobile Check-In Myth #3: To facilitate mobile check-in, the hotel must offer a branded app. The most common way for hotels to manage mobile guest bookings is through a branded smartphone app, but solutions also exist for guests who do not want the hassle of downloading another app. Hotels without an app can push messages directly to travelers through the PMS, notifying them to stop by the front desk and collect a key on the way to their room. This way, even hotels that want their guests to be free from having to download an additional app, or those without a robust technology budget, can take advantage of mobile check-in.

    Mobile Check-In Myth #4: Mobile check-in should only be featured at hotels targeting younger guests, such as Millennials. Since the purpose of this technology is to provide guests with a greater level of choice so that they may travel on their own terms, mobile check-in is suited for all travelers, regardless of the types of hotels they prefer. Some hoteliers have been falsely led to believe this technology will only be used by younger generations of guests and therefore it not worth the investment. The reality is that today anyone with a mobile device could potentially be interested in mobile check-in. After all, even traditionally outgoing travelers may be faced with safety concerns or sometimes hit a wall after a long day on the road and would prefer to skip right to their room.

    Mobile Check-In Myth #5: Mobile check-in is cost prohibitive. Since its inception, mobile check-in has been viewed as a tool for hotels in large chains, backed by big brands, and able to weather the complexity of such a service. FALSE. The incremental costs associated with mobile check-in are miniscule considering the utility they provide, and if hotels choose not to invest in BLE door locks, installation costs are even lower. Advancements in the technology and its implementation are making mobile check-in cost effective for everyone, including operators of independent hotels, leveling the playing field with larger properties across the board.

    Mobile Check-In Myth #6: Guest engagement levels decrease with mobile check-in. It can be argued, to a certain degree, that there are some elements of guest interaction that will disappear as hotels implement mobile check-in. However, operators must also consider that there are many travelers who simply don’t want a self-service stay. With the right PMS provider, a la carte tools are providing the option of in-person guest service (or front desk attendant check-in) when it is wanted and self-service (mobile check-in) when it is not, meeting the needs of ALL guests.

    Mobile Check-In Myth #7: Mobile check-in puts a wedge between high-touch service and guest interactions. Providing choice should be seen as a guest service improvement, not a hindrance. The essence of hospitality comes from finding common ground between hotels and guests, and this cannot be achieved if hotels are resistant to providing the experience guests’ desire. Instead, embracing the changing elements of the hotel experience can provide greater engagement than ever before by interacting with guests when they are at their most comfortable.

    Mobile Check-In Myth #8: Hoteliers lose revenue opportunities when providing mobile check-in. Operators can embrace these tools to aid in upselling rooms, adding amenities to bookings, and more, or they can provide an expanded check-in experience for each guest, facilitated over mobile bookings. This technology has made such a great impact on the industry because it can be used by anyone with a mobile device, allowing operators to nimbly cater the check-in experience to each individual guest’s preference.

    To learn more about Maestro’s mobile and contactless guest engagement tools, including Mobile Preregistration, Mobile Prepayment Portal, and Digital Reg Card with Guest Interactive Updates, click here. To access a host of resources, including whitepapers, eGuides, and more about guest engagement and PMS buying, click here.

    About Maestro PMS
    Maestro is the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers 20+ integrated modules on a single database including web and mobile apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized experience. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups operational and productive.
  • Leading developer, manager, and marketer of independent hotels and resorts continues to migrate to Maestro Web PMS Solution for its flexible deployment options and ability to support the diverse needs of this multi-property enterprise with game changing mobile and contact free tools


    As a global hospitality company, we are committed to implementing technologies that will protect our staff and keep our guests safe from the moment they book to the time they leave our hotels. Maestro is key to helping us honor that commitment.”

    “Coming together is a beginning; keeping together is progress; working together is success.” These words, spoken by American industrialist and business magnate Henry Ford, are the ideal representation of the two-decade relationship between Benchmark®, a global hospitality company, and Maestro, the preferred browser based cloud and on-premises property-management system for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups.

    “Benchmark has been operating with Maestro PMS for many years,” said Anthony Gaeta, Benchmark SVP of Technology. “They were a good fit for our diverse multi-property portfolio back in 2000 when our partnership began, and they are an even better fit for our expanded global enterprise today. Not only does Maestro keep up with our technology demands from a security perspective, but they continually evolve as our requirements change.”

    “Operating in our own managed private cloud makes it extremely easy for us to onboard properties as we add new hotels and resorts to the system,” he said. “The Benchmark corporate team knows the full functionality of the Maestro PMS quite well. Add to that the efficiency and responsiveness of Maestro’s on-boarding teams, and we can get a property transitioned in short order. This, together with the built-in learning materials and live chat help, has made it extremely easy for us to assist new front desk employees with training and orientation.”

    Mid pandemic, Benchmark converted all properties from Windows to the Maestro Web Browser Version to have a consistent look and feel across all properties. This is a big advantage because it is enabling the independent operator to transition people from property to property quickly as human resource demands change.

    “Having this level of consistency at all hotels running on Maestro helps us create greater efficiencies, and it also aids with taskforce management,” Gaeta said. “The Maestro Web Version also improves the delivery of the solution via a secure web browser connection over the Internet to our properties, keeping the system performance optimal and reliance on our IT teams lighter.”

    It was during COVID that Maestro really shined, Gaeta said. The company’s mobile housekeeping app, for example, proved to be a game changer for many properties. Running on any mobile device including iPhone, Android, Windows Handhelds, and tablets, and integrated into Maestro Front Office, the mobile housekeeping app is being used by Benchmark resorts and hotels to remotely update room status (attendant in room, vacant/occupied, clean/dirty, etc.). Maestro’s soft-check-in feature works well with the housekeeping app, allowing guests whose rooms are not ready to use on property amenities and charge these to their stay while their room is being prepared. When a room is ready to be occupied, the system automatically triggers a text message to the registered guest stating: “Your room is now available. Please come by the front desk to pick up your keys.”

    The app also protects staff by controlling the availability of rooms and setting a configurable 48-hour time buffer between the time a guest departs and the next guest arrives. During the height of the pandemic, this was especially important, as housekeepers did not have to enter a previously occupied room until it sat vacant for 48 hours ensuring that contaminants are contained and have had time to dissipate before disinfecting and sterilizing surfaces.

    Gaeta said Maestro’s contactless tools, such as online registration and pre-check in, digital registration card, pre-payment portal, mobile express check out, spa activities intake form, and text messaging for guests are also proving to be invaluable to staff who prefer to put some distance between themselves and guests for personal safety. Adopting the latest mobile check-in tools is next on Benchmark’s list of considerations as the company evaluates guest experience demands at its properties.

    Strong Support, Solid Integrations
    “Maestro’s support during COVID did not waiver,” Gaeta said. “For hotels that remained opened, Maestro was there, always ready to assist. It was reassuring to everyone, especially those working from home. When recently bringing on more Benchmark managed properties, such as Spruce Point Inn and the Texas A&M Hotel and Conference Center, the ability for us to be self-managed in our private cloud and access Maestro securely via web browser was enormous.”

    “Another critical component of working with Maestro is the solution’s ability to interface to other third-party vendors, such as Agilysis Infogenesis POS, ALICE, Amadeus/Delphi Sales & Catering, ASSA ABLOY/VingCard, Cendyn/Revintel, Micros, OneStream™, Sabre/Synxis, SALTO Keylock Systems, Shift4, TravelClick, Zingle and others,” he said. “There was never a point during COVID that we had to worry about our PMS or its ability to connect with other peripheral property systems. As a global hospitality company, we are committed to implementing technologies that will protect our staff and keep our guests safe from the moment they book to the time they leave our hotels. Maestro is key to helping us honor that commitment.”

    The following Benchmark properties representing 2,224 rooms, are relying on Maestro Front Office for Dynamic Yield Management, Advanced Group Management, GDS/OTA Integration, Central Reservations, eCRM, Guest Profiling, Concierge, Housekeeping, A/R, Analytics, and more: Chaminade Executive Conference Center, Costa D’Este, Edith Macy Conference Center, Heldrich Plaza, Hotel Contessa, Hotel Cardozo, Snow King Resort, Spruce Point Inn, Stonewall Resort, Texas A&M University, University of Chicago Rubenstein Forum and Quadrangle Club, and Verizon Basking Ridge.

    “When a global hotel company of Benchmark’s caliber remains a satisfied customer for more than 20 years, it speaks volumes about our technology and support,” said Warren Dehan, Maestro President. “This hotel company is dedicated to creating unique experiences for discerning travelers. Even though no two properties are alike, it is important that Maestro PMS delivers consistency on the back end to ensure a frictionless guest experience from booking to express check out and everything in between. We are honored to call Benchmark a 20-year customer and we can’t wait to see how our relationship evolves and technology demands change as travel resumes and the industry stabilizes in the weeks and months ahead.”

    About Maestro PMS
    Maestro is the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers 20+ integrated modules on a single database including web and mobile apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized experience. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups operational and productive.

    About BENCHMARK®, a global hospitality company
    BENCHMARK®, a global hospitality company, is a leader in the development, management, and marketing of independent, soft branded, and experiential hard branded resorts, hotels, and conference centers. In addition to the company’s award-winning full-service Benchmark Resorts & Hotels, its lifestyle and luxury Gemstone Collection, and its industry-leading Benchmark Conference Centers. BENCHMARK is also an investor in etc. venues, a leading provider of contemporary city center venues for meetings, signature events, and conferences. Benchmark’s combined portfolio features more than 80 unique projects across three continents. The company is passionately committed to delivering personal, inspiring, and memory-making experiences, driving total revenue and profitability, and cultivating an award winning, “Be The Difference” culture for all its employees. Benchmark, is based in The Woodlands (Houston), Texas, with offices in London, England; Miami, Florida; Park City, Utah; Scottsdale, Arizona; New Brunswick, New Jersey; Seattle, Washington; and Tokyo, Japan. http://www.benchmarkglobalhospitality.com
  • A hotel’s technology provider must be a true partner in every sense of the word and be willing to adapt to change, welcome feedback and put customer service first

    Hospitality is built on the development and nurturing of personal relationships, extending beyond interactions with guests to include other hoteliers and even vendor partners. Hotel and resort owners and operators know that it’s not always enough to deliver positive results to customers, sometimes it’s more important to develop a connection with guests when providing service. This mentality can be a challenge for technology partners who have been conditioned by other industries to deliver results without emotion. However, company culture defines the way partners work together, and technology companies can learn a great deal from hospitality’s service-driven ethos.

    One thing hotel technology partners must be mindful of is the increasing complexity of software used throughout the industry. They should remain patient with operators who are stepping outside of their comfort zones to use technology they are unfamiliar with. Furthermore, many independent chains and boutique hotel groups operate without the benefit of an internal IT department, and for them, it is crucial that the technology supplier be a partner they can rely on to help solve problems in a collaborative and solution based approach.

    Here are four culture attributes a PMS company must possess to help ensure your hotel’s success:

    1. Be Adaptable

    The service-oriented nature of hospitality creates an environment where many small-scale changes are taking place industrywide, from adapting to new guest booking patterns to creating new avenues for communication with travelers. In an environment like this, it is important for vendors to be open to receiving constructive criticism to improve service and make the most of current market conditions.

    Conducting business in the service arena requires some degree of humility, and sometimes well-intentioned efforts can backfire due to the way they were delivered, or other unforeseen factors. Receiving free feedback can be invaluable, whether it comes from an industry consultant or your hotel partners. Opening your offerings up to occasional scrutiny from those who use them every day can help provide inspiration to improve your products and services going forward, and even more effectively navigate your chosen business segment.

    2. Be Accessible

    Tech partners will always struggle with visibility due to the nature of the space they operate in, so it may be necessary to find ways to “walk the floor” with your customers the same way hotel GMs do. Since contact with hotel partners occurs most often when things have gone awry, the most efficient answer to this concern is for tech providers to make it easier for hoteliers to reach them.

    Direct text chat has seen runaway growth in popularity since the beginning of the pandemic, and it provides several benefits as a means of communication between hotels and tech partners. For one, tech chat allows users to be more deliberate with their messaging, reducing confusion in the long run. Additionally, all communications over text can be easily recorded and shared, helping with future technical issues and assisting with troubleshooting. Lastly, it is the ideal method for sharing e-learning materials, as users can retain them for long-term reference.

    3. Be Resourceful

    Knowing your customer is everything, so why not consider hiring former hospitality workers for training and support roles? Your technical support personnel are more likely to help resolve customer issues in a reasonable manner if they walked a mile in their shoes. The hotel industry is currently going through a labor crisis, and it is important to make an immediate connection with hotel partners.

    Former revenue managers, salespeople, and GMs are perfect for these positions as they are fluent in hospitality lingo and already possess the service mindset to help other hoteliers find the solutions to their problems. Hospitality and technology are continually becoming intertwined, and connections such as these will be necessary to sustain future success as the level of complexity in a hotel’s day-to-day business continues to increase.

    4. Be Hospitable

    Hospitality employees are typically friendly, outgoing, likeable people. Many of them were attracted to hospitality for its focus on people, and the desire to provide a high-quality experience. They love solving problems and making others’ lives easier. Technology providers should strive for the same qualities in our own offerings. If, culturally, your organization’s people are pushing to do a better job every day to better serve customers, and go above and beyond when the opportunity presents itself, they are in the right place.

    About the Author
    Warren Dehan is the President of Maestro, the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro was first to market with a fully integrated Windows PMS and Sales & Catering solution and is continuing that trend with leading edge web and mobile based solutions. Platform and deployment independence present Maestro as an investment that will continue to grow and adapt as new technologies emerge.

    About Maestro PMS
    Maestro is the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers 20+ integrated modules on a single database including web and mobile apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized experience. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups operational and productive.
  • Hotel and resort operators using Maestro PMS can improve guest recovery and engage with guests before, during, and after their stays to ensure the highest levels of satisfaction and invite positive reviews

    Independent hoteliers operating on Maestro PMS are thrilled to be able to add a new two-way real-time guest engagement module designed to drive guest satisfaction and improve operational efficiencies. Introduced as GuestXMS, and tightly integrated into Maestro, the tool is serving as a comprehensive guest engagement and operational communication hub for hotels, providing enhanced insights into guest needs. Powered in collaboration between Maestro and Fetch, GuestXMS enables hoteliers to send text messages to guests to gauge their satisfaction upon arrival and immediately resolve issues if necessary, resulting in a “Wow” experience and a frictionless stay. Early adopters are reporting that they are receiving 20 times more responses from guests, giving them adequate time to resolve issues before guests depart.

    Guest XMS encompasses on-site text message surveys, a 24/7 chat concierge, case management actionable dashboards and post-stay Guest Experience Management (GEM) surveys to blanket the entire guest journey. Designed as an intuitive and responsive web-based application, the tool enables guests and staff to freely communicate without an app download required. Using industry-leading IBM Watson machine learning and artificial intelligence, GuestXMS also spots trends from keywords and concepts and identifies sentiments and emotions in guest comments.

    “Before adding GuestXMS to our Maestro Integrated PMS Suite, we were using manual survey cards to determine if our guests were happy,” said Stephanie Stanton, Guest Services Manager of the luxury golf destination resort Muskoka Bay Resort in Gravenhurst, Ontario. “This user-friendly guest feedback system is a huge convenience. Previously we didn’t hear about guests’ stays until long after checkout. It didn’t give us the opportunity to perform guest recovery if needed. Now we can engage with everyone while they are still on premises. Thanks to Maestro’s proactive feedback functionality, 60% of our guests are responding to us at the point of the initial request through GuestXMS, compared to maybe 20% who responded to paper survey cards if we were lucky. This really is a perfect solution, as it gives us a great line of communication to guests. And, because people are comfortable with this medium, most opt-in to receive communications from us during their stay. Therefore, we can keep asking questions to ensure a flawless experience.”

    Stanton said many guests are proactively using GuestXMS as a pathway to the front desk, while others use it to request room amenities, to schedule transportation, or to book a tee time. Management is also engaging with the tool. The resort’s general manager is using GuestXMS to hold his teams accountable and ensure that tasks are completed in a timely manner and that requests all are met.

    “Since adding GuestXMS we are seeing nearly all 10/10 scores in guest satisfaction,” she said. “We let everyone know at check-in that we will be reaching out to them by text message throughout their stay and we encourage them to provide feedback about our services or just let us know if there is something they need. Nearly everyone is engaging with us about one thing or another, and we couldn’t be happier.”

    Mathew Bishop, Director of Rooms and Recreation at The Resort at Glades Springs in Daniels, West Virginia, said he too is thrilled with the eagerness of guests to engage via GuestXMS.

    “You don’t know what’s broken if a guest doesn’t tell you,” Bishop said. “GuestXMS gives guests the ability to be keyboard warriors. Before, people didn’t take the time to inform us that something was wrong. Now that they can shoot a quick text to the front desk and say ‘My TV isn’t working’ and it enables me to send a maintenance ticket through Spiceworks and track to make sure the fix was done. Before GuestXMS this was all being monitored manually. Guests really love the open communication, probably because they don’t have to pick up the phone or walk down to the front desk when they need help. Now they just shoot us a text. It’s great.”

    Bishop said GuestXMS is helping everyone at The Resort at Glades Springs deliver more personal stays. He said knowing that his associates are in constant contact with every guest during and after their visit gives him the added assurance that if there is a problem, he will have the opportunity to make it right before they depart.

    “The ease of following up on guest requests and feedback helps ease my mind when off property and allows my staff to contact me easily and immediately through the site,” he said. “I can’t thank Maestro and Fetch enough for working together to add this valuable tool to our PMS suite.”

    Strategic Superpower

    Russell Silver, Founder and CEO of Fetch, said independent operators need a way to improve communication and operations in an efficient, service-oriented manner. GuestXMS was designed to help hoteliers obtain crucial guest data about their stays from a single source all while making it easy for staff to navigate the entire guest journey from one centralized account.

    “Independent hotels typically rely on multiple systems to cover the whole guest journey, but no one can remember how to use that many systems,” Silver said. “We took the best of Fetch and the best of Maestro’s GEM Guest Feedback module and combined them to create one superpower for pre-arrival, onsite, and post stay guest feedback, coupled with a full case management actionable dashboard for staff and operations, with the goal of driving complete guest satisfaction and positive online reviews. We can get Maestro customers up and running on GuestXMS in just a few days. Already this tool is proving to be in high demand. We onboarded several properties in the last few weeks and a boatload more will be going live soon. It’s really a game-changing tool that independent operators are saying they absolutely love and is a must-have.”

    Warren Dehan, Maestro President, said that today’s guests expect more personalized and immediate ways to communicate with the property staff, and GuestXMS is the latest module in Maestro’s ever-evolving suite of products to enable hoteliers to capture every engagement opportunity through 24/7 guest outreach and improved analytics, while also streamlining communications between property staff.

    “We are delighted that early adopter of GuestXMS are having such tremendous success engaging their guests,” Dehan said. “It’s easy to use and simple to customize to match each hotel’s personality. More importantly, operators will see their guests’ post-stay satisfaction scores skyrocket with double-digit gains. This isn’t theory; it’s happening at many Maestro sites already including at Muskoka Bay Resort and The Resort at Glades Springs. We’re encouraged with the high demand for GuestXMS and that soon many others now signing up will join in on this success.”

    For more information on Maestro’s GuestXMS powered by Fetch, click here. To view a video detailing GuestXMS, click here.

    About Maestro PMS
    Maestro is the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers 20+ integrated modules on a single database including web and mobile apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized experience. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups operational and productive.

    About Fetch Feedback Inc.
    Fetch is the leading digital engagement platform for hotels on 4 continents. Everything a hotel needs to make sure their guests have a great stay, and their staff are empowered to exceed expectations on every case. Your surveys, case management, messaging, real-time alerts, and analytics all in one place to ensure seamless and efficient operations. The same amazing capabilities for every opportunity–proactive and reactive. For any inquiries, feel free to reach out to LetsChat@GetFetch.ca or 1-855-85 FETCH. Learn more at www.GetFetch.ca.

  • Maestro’s complete property-management system is streamlining operations for seven of SunStream’s Southwest Florida properties, from owner reservation controls to accounting, and adding more with plans to completely digitalize the entire guest journey

    Although the pandemic has disrupted travel, the vacation rental market is strong. SunStream Hotels & Resorts, operator of eight condo hotels in Southwest Florida, is seeing high occupancy rates with all properties in Fort Myers Beach, Naples, and The Everglades surpassing budget projections and outpacing revenues from prior years. Helping this condo hotel and resort management group meet the rising travel demand and streamline guest services safely is Maestro PMS. For several years, SunStream has been relying on the Maestro Cloud property-management system for multi-property front desk operations, condo owner management, as well as mobile tools, housekeeping, sales and catering, work order management, and yield management.

    “Condo hotels are in high demand today as they provide more space, privacy, and even safety than hotels,” said SunStream Hotels & Resorts Director of Sales and Marketing Jennifer Ellis. “The biggest challenge we are facing today is the ability to keep up with demand despite the devastating labor shortage. Thanks to Maestro and its housekeeping and work order modules, we are keeping up with guest requests and turning rooms over quickly. Maestro’s Housekeeping module has provided the strongest assistance. It keeps us organized and enables our housekeeping managers to schedule workers as needed and it keeps everyone apprised of which rooms need to be cleaned and when in real-time. The work order module is equally as important, as we can easily tag rooms that need maintenance and pull them out of inventory until issues are resolved. Maestro has been indispensable throughout the pandemic, and it continues to prove its worth as we are nearing recovery.

    “Another critical component of the Maestro PMS is its integration with our third-party booking agent TravelClick, an Amadeus company,” Ellis said. “The strength of the Maestro/TravelClick connection is key to our success as it provides real-time availability to all sales channels without any manual oversight required. This enables us to make sure we are putting the right inventory into the market with real-time rates and the ability to make changes on the fly.”

    Customer Service Advocate

    As a hotel management company operating resorts, hotels, condominiums, and timeshare properties for 35 years, Ellis said SunStream’s No. 1 goal is to deliver genuine hospitality to guests. To do so, she said it takes the same level of dedication from its PMS provider; something she said Maestro excels in.

    “When we began our search for a PMS provider four years ago, we knew we wanted a product that didn’t fit in a box. We were searching for a company with an elevated service platform, not a vendor eager to sell us a product. We found that instantly with Maestro. Throughout my hospitality career, I’ve worked with a number of different operational models. Few, if any, are as customer-service focused as Maestro — even companies known globally for their PMS offering cannot match the support Maestro offers its independent customers. And, because Maestro already had a flexible condo hotel model, it checked off every box on our long list of requirements. Operationally and financially, Maestro PMS just makes sense for us as a multi-property condo hotel operator.”

    Coming to the forefront amidst the pandemic is the need for SunStream to offer contactless mobile guest-facing tools. As occupancy demands rise even more, Ellis said the company will begin leveraging Maestro’s Digital Registration Card with signature capture so guests do not need to touch paper or pen or can opt to complete registration on their personal mobile device as part of the mobile check in process.

    Owner’s Portal a Turn On

    “What we did turn on recently is the Maestro Owner’s Portal,” Ellis said. “This gives each individual condo owner remote and real-time access to see all reservations — past, present, and future — on the books, gauge the performance of their investments, and even stay updated on expenses. Owners really appreciate this feature; they often tell us how much they appreciate the transparency. This tool is something very rare in a PMS offering.”

    Recognizing that condo and vacation rental properties each have their own specific requirements, Maestro’s Owner Management module is designed to streamline the operation for each specific functional requirement. From owner reservation controls to accounting, this module offers a unique feature set to accommodate the flexibility and needs of those who manage condo and vacation club assets. Features of the Owner Management module include:

    • Multi-property single Owner profile
    • Owner e-messaging & e-statements
    • Online Owner booking, availability & statement portal
    • Flexible Owner availability & billing controls
    • Commissions payable with check production
    • EFT – electronic funds transfer
    • Unit availability, intervals, status & rental pool controls
    • Equalization of rental revenues or unit booking
    • Tracking of charges, payments, receivables & balances

    “We are thrilled that SunStream Hotels & Resorts — and all our condo hotel customers — are navigating recovery so efficiently with Maestro,” said Maestro President Warren Dehan. “SunStream has had many accomplishments over the last 35 years, and Maestro is proud to be supporting their condo hotels, restaurants, spas, and conference/banquet services with tools designed to specifically address their unique operator/owner needs.”

    “We sincerely value SunStream as a loyal and satisfied Maestro customer and appreciate their recognition of our Diamond Plus Service culture,” he said. “As they continue to navigate recovery, Maestro is standing ready to assist them with turning on even more in-demand tools, such as our web/mobile/kiosk check-in with mobile key integration, online prepayment portal, express mobile check-out, electronic signature capture, and configurable 48-hour room buffer feature that creates gaps in room reservation spacing to allow time for complete room sanitization.”

    About Maestro

    Maestro is the preferred Web Browser based cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers a Web browser version (or Windows) complete with 20+ integrated modules on a single database, including mobile and contactless apps to support a digitalized guest journey as well as staff operations. Maestro’s sophisticated solutions empower operators to increase profitability, drive direct bookings, centralize operations, and engage guests with a personalized experience from booking to check out and everything in between. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups productive and competitive. 

    About SunStream Hotels & Resorts

    Founded in 1986, SunStream offers a collection of hotels and resorts in Fort Myers Beach, Naples, and The Everglades, Florida. Although our hotels may all look different, our unifying trait is a place where genuine hospitality is exactly that, and service comes from the heart. We are committed to delivering a truly refreshing, unexpected, and inspiring experience to each guest at every hotel. In addition to the hotel & resort collection, SunStream offers real estate and vacation ownership divisions, as well as sister company design schemes; offering sophisticated commercial design solutions.

  • Leader in PMS software solutions for independent hotels and resort groups provides key reasons why hoteliers are embracing the trend

    Hospitality will always be defined by the interactions between frontline associates and hotel guests, which is why face-to-face training and onboarding has always been favored by the industry. Today, as the nation begins down the long road of recovery left from the COVID-19 pandemic, communication between guests and hotels, and even between hotels and employees, has changed. And, many hotel managers are embracing the strengths of remote training alongside what their workers are re-learning in person.

    “Conventional wisdom held that if leaders wanted to reach certain goals or instill specific value in hotel workers they would have to do so in person, just as the business is conducted each day,” said Maestro President Warren Dehan. “Flash forward to 2020, the hospitality industry was turned on its head. We were accustomed to providing our services on-site and there were hesitations within our teams and clients who were not in favor of delivering the initial orientation, training and go-live remotely. However, given the travel and health challenges of the pandemic, it was time to adjust and provide a collaborative environment to both maintain the sense of relationship building that is a key part of the on-site implementation process, as well as provide remote training in a way that made sense to hoteliers. As a technology vendor it’s important that we adapt and support the implementation needs of our clients to help them thrive as they return to, and exceed, pre-pandemic activity.”

    As the preferred cloud hosted and on-premises single source integrated PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups, Maestro cites five ways remote on boarding as well as remote refresher training can be an asset to your hotel:

    1. Training for Anyone, Anywhere

    Communication will always be a challenge in an ever-shifting environment such as hospitality, and sometimes important changes need to be made quickly and information must be shared even quicker. The pandemic saw the most extreme case of this, with hotels having to constantly and swiftly alter operations based on CDC guidelines. Plexiglass barriers, mask requirements, and more had to efficiently roll out across the industry while enforcing social distancing.

    During this period, employees in dire need of clarification and up-to-date communications were unable to physically meet on property. Remote training tools became valuable for workers who were in the process of making sweeping changes to their property. This technology will remain relevant during periods of significant change for hotels, such as those going through a rebrand, enacting new standards, or preparing for a natural disaster.

    1. Reducing Travel Costs

    Even in a world where safe travel is possible, travel for the sake of training can often be a significant investment for hotel operators. Remote training absorbs many of the travel costs and time lost during in-person training events and mitigates the liability of travel disruption. Most of all, the immediacy of these learning tools allows operators to learn new skills without stepping away from their roles entirely or properties during periods of high volume.

    For this to be effective, training providers must change the way they organize classrooms for digital learning. Altered class structures, shorter teaching periods, and an emphasis on visual content are just some of the ways digital training differs from in-person lessons. These alterations are made with the goal of allowing students to learn at their own pace, without unnecessary external pressures.

    1. Reinforcing In-Person Training

    The trend toward remote learning is taking place just as corporate culture is experiencing a clash of ideas as employees who value remote work combat calls to return to the office. In many ways the comfort of one’s home can increase productivity and can even help with the retention of new ideas, showing value in creating portable lessons for workers to dial into at their own pace.

    Remote learning also allows management to update large groups of workers, such as entire departments, on small operational changes prior to their arrival on property. Digital training tools are often accessed using guest devices, making them easier to reference than hard copies, helping with long-term retention of information.

    1. Improving In-Person Meetings

    It is important for hoteliers to look at new technology as a potential tool for improving existing processes as much as they are for eliminating unnecessary ones. For example, at some point during in-person meetings it is inevitable a video is introduced as a training tool. While this is an important part of the training experience, it is also disruptive to the flow of training.

    Instructional videos are often best sent to employee devices for remote viewing. This way, workers can maximize the effectiveness of hands-on training while having something to reinforce what they learned waiting for them later. Just as hotels work to keep guests present and in the moment while on property, so should training be used as efficiently as possible while key people are physically present to take advantage of it.

    1. Speeding the Onboarding Process

    Time, like labor, is in short supply. That is why hoteliers need to consider any tools at their disposal to assist with the onboarding process for new team members. While on-site meetings are traditional for the first day of training, remote curriculums are invaluable for helping new hires absorb information.

    Remote training will be particularly effective for employees returning to the floor after an extended period of social distancing. Remote learning tools can help these workers get back into their zone of genius faster than otherwise. This way, hotels can focus on operating at the top of their form without neglecting the training of their newest workers.

    To learn more about the Maestro PMS approach to on boarding your new property management software solution, or for a variety of tools to help you through technology evaluations, please, visit www.maestropms.com to download a series of tools to assist you.

    About Maestro

    Maestro is the preferred Web Browser based cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers a Web browser version (or Windows) complete with 20+ integrated modules on a single database, including mobile and contactless apps to support a digitalized guest journey as well as staff operations. Maestro’s sophisticated solutions empower operators to increase profitability, drive direct bookings, centralize operations, and engage guests with a personalized experience from booking to check out and everything in between. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups productive and competitive.  

  • Hotel & Resort operators do not need a mobile app to facilitate guest engagement and a mobile check-in experience; High-touch guest interactions can be streamlined via browser-based web applications, text messaging, and email communications leveraged from their property-management system

    The hotel business is not getting simpler any time soon, but independent hotels are still able to compete on a level playing field against properties with support from larger brands. Investing in new technology is often a challenge with operators trying to control margins in an economy that just began to rebound. Fortunately, many of the capabilities that would aid independent hotels most are already baked directly into the hotel’s property-management system.

    For example, guests have been calling for a more streamlined check-in process for some time, but only a limited number of hotels are offering a mobile check-in experience. One of the biggest misunderstandings about mobile check-in is that a mobile app is required to facilitate the interaction. While a mobile app is required to meet the hardware requirements of digital door locks, the rest of the digital guest journey can be addressed without downloading any mobile app by using a web app accessed by the guest via direct web links through pre-arrival communications from the hotel PMS. Without directing guests to install an app, which many travelers are reluctant to do, hotels have an opportunity to enhance the guest experience using information already available in the PMS. The key is a Web Browser based mobile application, test messaging and dynamic guest email communications. By directly contacting guests through the technology channels they already use, operators can provide high-touch interactions in a contactless environment.

    Using these channels, hotels can quickly provide direct links to any part of the hotel experience, starting at check in. Notifications can be automated or pushed directly through email or text message up to 48 hours prior to the guests arrival. This enables hoteliers to confirm pre-arrival, and whether they have transportation or other needs. Hotels without BLE enabled electronic locks (needed for mobile key) can provide a pre-encoded key for pick up at an electronic kiosk or pre-arranged pick up location to allow for a contactless experience, regardless of door technology.

    Talk the Talk

    Operators are continuing to be tested by a challenging labor market where demand for rooms is outpacing hotels’ ability to service them. In this environment, communication has become the new focus for hotel technology. Staff-facing technology has taken hold across the industry with fewer hands on deck. Once again, with limited room to experiment with technology these needs can be met through a web app or browser-based operations or text-messaging technology, allowing any hotelier to take advantage of them.

    Staff-facing communication tools have impacted every area of hotel operations, from the front desk and concierge to housekeeping and even spa services. Through access links provided via the hotel PMS, housekeepers can quickly check the status of every room on property, which areas of the hotel to prioritize, and even alert them to emergencies, all on their own mobile devices responsive design applications.

    Most importantly, text-based communications cut down on time spent communicating with guests or hotel associates. Text-based communications tend to provide more accuracy in less time than direct conversation, and for associates it provides a clear chain of accountability. This is critical if hotels want to meet their goal of providing a high-quality guest experience with fewer employees.

    Make it Simple

    So much of this process is automated on the hotel’s side, but some aspects of mobile communication have a slight learning curve. Fortunately, email and text messaging are familiar to both guests and hotel associates. This familiarity allows hotels to leverage new technology in a way that embraces existing behaviors without relying on new ones. This makes adoption easy at a time when communication and nimble operations are a priority.

    Since this technology is accessible directly from the hotel PMS, the biggest barrier to its implementation is operational. There is a fear of technology that persists in hospitality at a time when it has become a necessity. Implementing new technology can be challenging and initially a distraction from serving guests, however; it is clear from Hoteliers we speak to daily that guests have come to expect a certain level of service and responsiveness that is only possible through technology.

    The ability to interface with guests’ devices has grown in popularity due to social distancing requirements, but today it has transformed into a competitive advantage. It could be a way to reach guests in the way that is most familiar to them, or an avenue for operational improvements. The best part is, hoteliers can leverage their existing PMS to make any of this possible, up to any level of digitization they deem important.

    If communication is a part of hospitality, it is time to consider the ways discourse has evolved and interact with guests on their terms. Mobile technology has the potential to improve the industry in ways that were once considered impossible, and the timing is right for both guests and associates to take advantage of it. The only thing separating hotels from competing in this new digital environment is taking the first steps to bring mobile technology to their guests as part of their competitive advantage.

    About the Author

    Warren Dehan is the President of Maestro, the preferred cloud and on-premises browser based PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro was first to market with a fully integrated Windows PMS and Sales & Catering solution and is continuing that trend with leading edge web and mobile based solutions. Platform and deployment independence present Maestro as an investment that will continue to grow and adapt as new technologies emerge.

    About Maestro

    Maestro is the preferred Web Browser based cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers a Web browser version (or Windows) complete with 20+ integrated modules on a single database, including mobile and contactless apps to support a digitalized guest journey as well as staff operations. Maestro’s sophisticated solutions empower operators to increase profitability, drive direct bookings, centralize operations, and engage guests with a personalized experience from booking to check out and everything in between. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups productive and competitive. 


 Products

  • Maestro Front Office
    The Maestro’s guest centric Front Office module is designed to provide staff and management with a time efficient tool to easily manage all front office operations within a centralized environment for single or multiple properties....

  • Combining full guest service management with complete group billing and handling, Maestro’s Front Office module offers seamless integration with other modules including A/R, Sales and Catering, Work Order Management, Housekeeping Management, Spa & Activities Management.


    This CRM oriented solution offers simple and powerful reporting and inquiry results. A comprehensive guest database of all past, current, and future reservations and stay information can be accessed on-line in a simple one step process. The rich reporting from within Maestro can also be complemented utilizing standard Microsoft tools and allows users to develop their own forms, reports and spreadsheets customized to their properties' needs or can be accessed within Maestro’s Business Intelligence Tool, Maestro Analytics for direct data mining.


    Maestro Front Office provides extensive functionality likened to those that previously were only found in older legacy systems. The unique Maestro user interface provides clear screens, point and click simplicity, field level drill down, and keyboard entry options (mouse is optional!) while ensuring that Maestro is easy to use for both new and experienced users. All Maestro Modules can be accessed through a local area network or over the Internet. Maestro features a real-time two-way interface to many GDS’s. Maestro for windows operates in a client/server environment and is a true 32-bit system. Maestro Applications support Microsoft Windows 2000 and later as well as many other operating systems.

    Features

    • Easy to use and learn optimized user interface
    • Internet Reservations (ResEzeTM) with direct access to property rates, inventory and yield controls
    • GDS Connectivity (GDS+) with direct access to property rates, inventoryand yield controls
    • Yield strategies and controls integrated within the reservation process
    • Ability to handle multi-property needs
    • Special rapid processing features to handle a large volume of guests
    • One screen to manage the property
    • Integrated archiving of folios, reports and data
    • Ability to handle both limited service and sophisticated operations
    • Extensive management and analysis reporting
    • Night Audit with no critical process that can delay next day operations
    • Ease of access to database via productivity and data mining tools
    • Interfaces to third party systems
  • Maestro Sales & Catering
    Designed for hotels, resorts and conference centers with a comprehensive client contact and history database, as well as providing your catering department with the ability to manage all aspects of event and conference planning and scheduling....

  • The Maestro Sales and Catering Module is designed for hotels, resorts and conference centers with a comprehensive client contact and history database, as well as providing your catering department with the ability to manage all aspects of event and conference planning and scheduling.

    Full integration with Maestro Front Desk and the rest of the Maestro suite allows for a seamless booking process with complete access to rates and inventory, allowing the entire team to work as one. Conference Service Managers can fully manage every detail of a group’s catering needs while having direct and easy access to every element for rooming list management. Account Management is easy with Maestro’s centralized Client and contact record. See all activities whether it be communications, inquiries, past and future bookings all from one place, and get accurate reporting of room nights, revenues, ADR and more all thanks to multi modular, multi property integration.

    Features

    • Centralized CRM and contact management.
    • Schedule and record notes, follow-ups, appointments and more.
    • See Availability of both guest rooms and meeting space in a single view.
    • Easy access to critical information to help assist good business decisions quickly and efficiently.
    • Seamless real time integration to PMS rates, inventory and Rooming Lists.
    • Send emails to contacts directly from Maestro.
    • E-signature Contracts and other account correspondence.
    • Full BEO building and change notification management.
    • Guest Itineraries with full event listings.
    • Single click Full consolidated pro forma invoices at any time.
    • Workflow logic for booking reminders and change notifications.
    • PACE and Booking Activity reporting by departments or users.
  • Maestro Spa & Activities Management
    The Maestro Spa & Activities Management System is a sophisticated scheduling and billing application developed in cooperation with leading international spas and resorts to make any club or spa operation more efficient and profitable....

  • The system is designed to fully integrate with the widely installed Maestro Enterprise Resort System to utilize its single-image database resort architecture to manage every type and size of facility without limit. Spa & Activities Management, links guests’ activity schedules, spa treatment program appointments, and other amenity requests all on the guest’s record, forever, to boost service and guest satisfaction, and facilitate ongoing marketing campaigns.


    The system is very easy to learn and use so staff can focus on your guests, not technology, to ensure they are receiving the personal services they expect, which is critical to any spa or club operation.

    Features

    • Seamless integration with Maestro Front Office-Spa or Activities reservations can be made from any Maestro terminal with password authority.
    • Secured data access protection ensures guest information remains confidential and may only be added or changed by appropriate staff.
    • Scheduling by treatment type, service provider, time or facility enables guests to customize personal sessions during their entire stay for a perfect experience.
    • Spa treatments may be included in packages which are integrated in front office reservations to generate greater revenue and property utilization by guests.
    • Familiar Windows screen design lets staff be productive more quickly and make fewer errors while serving guests.
    • Spa & Activities Management provides full billing capability as well as a built-in point of sale system for more accurate charge capture and fewer posting errors.
    • Guest health attribute information tracking may be linked in the system to room reservations for superior service and evaluation of guest preferences and booking patterns. To ensure a stress free experience for the guest, health attributes are checked for conflicts with treatments. Comprehensive guest data may be used to drive post stay marketing campaigns to increase repeat business.
    • Staff service provider scheduling allows flexible breaks and lunches to be shown throughout the week allowing greater efficiency and service provider optimization.
    • Email confirmations, itineraries, and other correspondence are included in Spa & Activities Management, allowing guest communication and schedules to be sent to guests directly from club spa terminal ensuring guests have timely prestay contact to improve guest expectations. Reservation Confirmations may be configured to reflect complete guest room and spa reservations.
  • Maestro Housekeeping
    The Housekeeping module of Maestro enables the user to enter and track information that is required to manage the property’s housekeeping....

  • It allows the housekeeping department to:

    • Assign staff to clean rooms and track their productivity.
    • Maintain a current housekeeping status for each room.
    • Manually update the housekeeping status of individual or multiple rooms.
    • Automatically update rooms’ housekeeping status using the guest telephone.
    • View the housekeeping history for a room.
    • Confirm the front desk inventory of available and occupied rooms.
    • Create following reports listing housekeeping information for all or selected rooms, housekeeping assignments, status discrepancies, and off-market rooms.

    A property customizes the following Maestro options to setup its housekeeping functions in the following sequence:


    Housekeeping Status Codes
    Housekeeping statuses indicate whether or not a room is clean and available for assignment to an incoming guest and are used for assigning, reporting, and managing room cleaning. Status codes are user-defined, which allows a property to create codes that reflect its practices and are meaningful to its users.


    Housekeeping Default Status

    After creating housekeeping status codes, a property sets up default status codes that Maestro assigns to a room’s when its occupancy status changes. The codes are automatically assigned although staff can manually reset them. If no defaults are assigned, the property must change the statuses manually.


    Housekeeping Staff
    When creating housekeeping assignments, the property selects the housekeepers who are available on a particular day from a list of all housekeepers. This configuration function creates the complete list, which then becomes the pull-down list for selecting a day’s available housekeepers.


    Housekeeping Cleaning Assignment

    Maestro creates room cleaning assignment lists for all available housekeepers based on the number of rooms that need to be cleaned, the number of staff available, and the maximum workload for housekeeper.


    Housekeeping Interface Setup
    The Housekeeping Interface setup cross-references the function and status codes used by the PBX with the corresponding codes that Maestro uses. This interface allows staff to use the room’s telephone to communicate updated housekeeping status information to Maestro. The property defines a numeric sequence that, when entered through the room telephone, causes the phone system to generate the function and status codes listed during setup. The table shown below determines the equivalent Maestro housekeeping status code that is transmitted to Maestro.


    Housekeeping Report

    The report provides housekeeping information about rooms including date last cleaned, occupancy and housekeeping statuses, and, for reserved and occupied rooms, information about guests such as reservation number, arrival date, departure date and time, and number of guests. This report can also list rooms selected by room type, building, availability, status, and type and within a range of rooms.

  • Maestro Guest XMS
    Maestro Guest XMS serves as a comprehensive guest engagement and operational communication hub for hotels, providing enhanced insights into guest needs....

  • Powered in collaboration between Maestro and Fetch, Guest XMS encompasses on-site text message surveys, a 24/7 chat concierge, case management actionable dashboards and post-stay Guest Experience Management (GEM) surveys to blanket the entire guest journey. Designed as an intuitive and responsive web-based application, the tool enables guests and staff to freely communicate without an app download required.

    Proactive Guest Engagement

    • Survey guests before, during, and after their stay (email and sms)
    • Get 20x more responses with out 1-tap surveys
    • Identify every opportunity with plenty of time to resolve it

    Digital Team Operations Hub

    • All requests, opportunities, and cases tracked in a central location
    • Two-way guest messaging, department dispatching, and alerts/reminders
    • Available to all staff, from any device, 24/7

    Statistics To Live By

    • An accurate pulse on guest satisfaction
    • Insights on incident resolution and staff engagement
    • Machine-learning to spot trends (using IBM Watson)

  • Maestro Work Order
    The Work Order Management module is designed to support operational activities of management and staff responsible for maintenance and repair....

  • Functions & Features Summary

    • Ability to generate work orders with detailed information and unlimited text
    • Ability to schedule and track work order activities and status
    • Ability to categorize work orders into user defined groupings
    • Ability to track rooms, closets, hallways, etc. and items within each
    • A facility is provided to track the condition of items in rooms
    • Ability to issue one work order to cover multiple rooms
    • Activities and work orders are stamped with date, time and clerk
    • Update room service history globally by range of rooms
    • Update room inventory globally by range of Rooms
    • Work order numbers may be assigned manually or generated automatically
    • Ability to track costs of materials used
    • Ability to generate cost analysis reports
    • Custom forms design and printing
    • Ability to generate forms for different trade persons
    • Work order standard reports can be viewed and printed on demand and by selected criteria
    • Ad hoc query and report writer facility is available to satisfy management need
  • Maestro Web Booking Engine
    Maestro Web Booking Engine is 100% real-time and fully integrated with your Maestro Property Management Solution to help maximize your online revenue, increase guest service and lower the cost per reservation booked directly on your website....

  • Web Connection delivers the industry’s most comprehensive suite of PMS-integrated online management controls, guest self-serve options, and marketing tools that enable operators to:

    • Maximize room revenue across all channels
    • Supports multiple properties with real-time proactive Maestro Yield Management
    • Add incremental revenue from guest-driven Web booking of activities and amenities such as Spa, Golf and Dining
    • Have confidence in rate and inventory accuracy with 100% real-time PMS integration
    • Create revenue generating options with Online Dynamic Packages
    • Drive yield strategies with 2-way GDS/OTA interfaces
    • Improve marketing results and Online Guest Experience

    Also integrates the latest emerging technologies with consumer-focused streamlined functionality, offering:
    • Seamless customization with hotel website look and feel for brand integrity
    • Guest-centric easy step-by-step booking process
    • Online merchandising capabilities including hotel descriptions, visually rich images, videos and links
    • Real-time accurate rates, availability and inventory streamed directly from Maestro PMS
    • Guest self-service options to personalize their stay
    • Website visitor and guest profile account opt-in
    • Parameter passing options to manage website booking paths and increase conversions
    • Mobile optimized
  • Maestro Mobile, Tablet & Touchless Apps
    Maestro’s options to deliver a touchless and mobile guest journey assures concerned guests that a property respects their health concerns by limiting exposure with others....

  • Current Mobile & Touchless offerings

    • Pre-payment Portal
    • Digital Registration Card
    • WebPRO (Online Registration & Pre-Check-In)
    • Maestro Post Check-In Survey
    • Mobile Housekeeping
    • Mobile Management Dashboard
    • Mobile Key
    • SMS Text Messaging for Guests & Staff
    • Spa Intake Activities Forms/Waivers
    • Mobile Spa Provider Schedule
    • Tablet Folio Display
    • Maestro Express Check-Out

    Mobile Key & Mobile Check-In Partner Integrations

    • Intelity
    • Zaplox
    • Nonius
    • Criton
    • Nuvola
    • Open Key
    • Fuel
    • Assa Abloy (Coming Soon)
    • Dormakaba (Coming Soon)
    • Salto (Coming Soon)

    Coming Soon: Mobile & Touchless

    • Maestro Direct Mobile Check-In (No 3rd Party App Required)
    • SMS Send of Registration Card, Spa Medical Intake, Facilities Intake
    • Additional Keylock Integrations for Keyless Entry

  • Maestro Multi-Property Management
    Whether you have two local hotels or hotels across the country, Maestro Multi-Property provides proven features and capabilities that provide unprecedented management control over the enterprise....

  • This allows your hotels to cross sell and cross manage inventory, providing guest services that span your entire organization. User function access is tightly controlled, with users able to operate on as few or as many hotels as is appropriate for their daily responsibilities. The single server/ single database implementation model of Maestro Multi-Property also means large savings in hardware, network administration, software licensing and support.

    The guest experience is enhanced by everyone working on the same page. Maestro takes multi-property accounting a step further; the revenue is automatically credited to and reported on by the appropriate property as part of the night audit process resulting in efficient utilization of resources. From a reporting standpoint, you have the option to view all reports by property or enterprise where appropriate.

    Maestro’s GDS/OTA connectivity supports Maestro integrated yield strategiesautomatically. The GDS receives constantly updated availability and rate information from Maestro, respecting the yield rules your hotel specifies on the rates configuration. This interface is unique in the industry and the benefits of yielded rates directly affect your bottom line. Maestro is designed as a flexible and portable long term solution, due to its platform and database independent design. This means that as Hardware and Operating System vendors improve their products, Maestro is able to take advantage of those improvements, and your investment is Maestro is protected.

  • Maestro Condo Owner Management
    Maestro’s Condo Owner Management module provides unique features to accommodate the needs of Maestro users who need to manage Condo owners in their day-to-day operations....

  • Recognizing that Timeshare and Condominium each have their own specific requirements, the Maestro Condo Owner Management module is designed to streamline the operations for this specific functionality. From Owner Reservations to Accounting, the Condo Owner Management module allows users quick and easy access to owner data.

    Features

    • Allow owner information to be easily retrieved from virtually anywhere in the system.
    • Room space chart highlights owned units so they are easily identified.
    • Ability to mark units as available for rent.
    • Reports all of the rented revenue to the G/L system.
    • Rental revenue for owners is automatically calculated for reservations moving between individually owned units.
    • A supervisory controlled system setting will dictate whether the system is running condo management software.
    • Lockout status for owners. This is to allow the operator to lockout an owner from checking in because their account is not in good standing. Allow operator to enter text associated with each lockout. This text appears on the check-in screen when the owner attempts to check-in.
    • Owner historical text view. A window from owner maintenance shows the activity related to activating, inactivating and locking out owners. This is the text that is associated with each one for display only.
    • Segregated unresolved check-ins by non-owner and owner.
    • Allow operator to indicate whether housekeeping is billable or not to the owner. As well allow the operators to enter housekeeping notes directly for special arrangements made with the owner.
    • Authorization level for changing reservations for owners. This allows only certain operators to change the reservation for an owner. This level of authorization will prevent unauthorized users from being able to change the following fields: Arrival or Departure dates, Room number, Guest name, and Guest type.
    • Online web booking for condo owners including statement review.

 Additional Info

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