MARKHAM, ONTARIO—Hoteliers are facing mounting pressure to consistently deliver high levels of service, but labor challenges and the rising cost of doing business are limiting their options. This environment pushed Boykin Management, a Cornelius, N.C.-based independent hotel management company, to seek out and adopt the Maestro Cloud property-management system at two resorts in Fort Myers Beach, Fla. With technology expertise in managing multi-property mixed-use operations comprised of front desk, condo owner management, work order management, and contactless mobile tools, Maestro is enabling these coastal hotels to create a seamless working environment across all departments, making it fluid to onboard new employees and maintain a close relationship with existing workers to improve retention in the long term.
Today, employees of the Sandpiper Gulf Resort and the Pink Shell Beach Resort have access to powerful online training and staff communications tools, enabling them to help new workers get up to speed quickly and acclimate to the ever-changing demands of travelers. Both properties offer privately owned condos, and Maestro’s flexible and sophisticated PMS suite is providing Boykin Management with everything it needs to manage these mixed-use properties on a single database across their portfolio. The enterprise solution includes Front Desk, Sales & Catering, Alternate Inventory, Analytics, Digital Registration, Activities, Loyalty, Marina Slip Management, Membership, Mobile Housekeeping, Retail Point of Sale, Online Booking Engine, Travel Agency, Owner, Work Order, Mobile Pre-Registration, Mobile Check-In/-Out, and Yield Management.
“Operating hotels requires a different skillset today than it did just one or two years ago, and the technology needed to be efficient in these roles has changed as well,” said Katja Kunz, Boykin Management Revenue Director. “By joining forces with Maestro PMS, we are committing to improving operations on every level, from accounting and communication to training and retention. Our goal is to provide a satisfying, exciting, and consistent experience to each guest. Maestro is removing obstacles that could prevent us from achieving this objective.”
Integrations Making an Impact
Maestro PMS is an established provider of integrated modular solutions and mobile web apps that support a touchless guest experience and reduce or eliminate the need for physical contact between guests and staff. The integrated technology seamlessly shares data to enable properties to deliver uncompromising guest experiences with efficient staffing levels. For Boykin Management, these integrations are enhancing communication between hotel workers, enabling the resorts to maintain high levels of service despite reduced staff sizes, and helping to create a unified operating environment.
“Maestro’s integration capability is most useful for helping our hotels onboard new workers faster and more efficiently,” Kunz said. “Like most hoteliers, we have been stretched thin as available labor remains in short supply. That’s why it is more important than ever before to have a reliable, efficient plan for training and preparing new workers as they arrive. The single database system with multi-module approach allows users to flow from one module to another seamlessly with the same look and feel in the software. Also, Maestro is always available to assist with training new operators, third-party integrations, and technical issues, and they provide advice on ways to maximize profitability. Basically, it is key to helping our associates succeed.
“Maestro PMS is reliable, user-friendly, and effective — exactly what we needed to improve our operations as the business landscape continues to change,” she said. “One of the biggest reasons we chose Maestro was its phenomenal support. Taking on new technology and business processes often comes with a few growing pains as operators adapt to the new system, but thanks to the instant live chat help tools and ongoing support from Maestro it has been smooth sailing. This positive onboarding experience has been a differentiator, with issues that previously took hours or days to fix being addressed in moments.”
Warren Dehan, Maestro President, said he is honored to partner with Boykin Management — a company he says is focused on social responsibility, putting its people first, and making a noticeable difference in the community and with everyone they serve.
“Boykin Management is a company that leads by example with an unwavering commitment to integrity, ethics, and professionalism,” Dehan said. “Like Maestro, they proactively communicate in a way that builds lasting relationships and generates trust. At Maestro, we understand that multi-property operators are adapting to the new pace of business, and our customer care team is with them in the trenches to help any way we can the moment we are asked. As thrilled as they are to be working with a PMS provider that places service at the core, we are equally benefitting and learning from their ingenuity.”