Maestro’s Integrated Guest Survey and Loyalty Modules Promote Guest Recognition and Memorable Personalised Experiences
Handlery Hotels is owned and managed by the 4th -generation of Handlery family hoteliers. With properties in San Francisco and San Diego, they understand how to build and sustain a successful operation. “Recognising our guests and anticipating what they want when they stay at a Handlery Hotel is the foundation of what makes our properties successful. Maestro Property Management hotel software plays an important role in the personalised guest experience we provide,” said Catherine Handlery, Hotel Manager of the Handlery Union Square Hotel in San Francisco, California.
“We use Maestro PMS hotel software at our San Francisco and San Diego hotels,” said Handlery. “Guest loyalty is important to us. We have many repeat guests and Maestro’s Guest Profile system and reporting lets us record what they previously requested and anticipate what they are likely to want before they arrive. I review the Maestro arrival and guest services reports daily to see who is due in and ensure we have what they want ready when they check in. When our team recognises a guest and shows we value them by knowing what they enjoyed during their last stay, it makes a very positive impression. Maestro recently helped us create a customised loyalty rewards program. The system tracks how many nights each member stays and after 10 nights we offer them a complimentary night to recognize and reward their loyalty.”
The 377-room full-service Handlery Union Square Hotel is in the heart of San Francisco’s city center convenient to The City’s high-tech business district, convention centers, and tourist destinations. Handlery Hotel San Diego is a 217-room property known for its destination wedding services and convenient access to area A-list tourist spots that include the San Diego Zoo, Balboa Park, and SeaWorld.
“We also use Maestro’s GEM Guest Experience Measurement system to communicate with our guests immediately after they depart,” Handlery said. “Maestro automatically sends guests a GEM survey at check-out. It is a customised online comment card that gives them an opportunity to tell us about their stay. All our department heads get GEM feedback, if there was any problem I respond to the guest personally. This is another process that lets guest know we care about them and want to provide a memorable personalised experience at a Handlery Hotel.”
Maestro President Warren Dehan said, “It’s satisfying to see how Handlery’s management team and staff take full advantage of Maestro’s Loyalty features and GEM and put them to work the way they were intended. Coordinating these two capabilities has empowered them to implement a very successful loyalty program to promote repeat business and positive reputation management. We are proud to have Handlery as a Maestro client and admire their commitment in combining our technology with their high level of service to provide the memorable experience their guests want.”
The Maestro Property Management System delivers flexible and scalable deployment options with an identical full-featured web browser or windows solution available in the cloud or on premise. Maestro’s revenue-generating hotel management software tools and services increase profitability, drive direct bookings, centralise operations and provide personalised and mobile guest service tools to enhance the
guest experience. Click here for more information on how to engage and socialize with Maestro PMS.