Call centre maximizes revenue for Banff resorts

Hidden Ridge Resort, Banff.

Hidden Ridge Resort, Banff.

BANFF, Alta. — How does Banff Lodging Company, a leading Independent resort chain, deliver an exceptional guest experience for 11 resorts? Maestro Multi-Property PMS suite puts all properties on one database for easy cross-selling for guests and groups. 

Arjun Gersappe.

Arjun Gersappe.

“Banff Lodging Company (BLC) selected Maestro for its six original hotels because of its integrated property management (PMS) and sales and catering systems. We are a heavy group company with custom BEOs [banquet event orders], and Maestro’s hotel software system integration has been excellent,” said Arjun Gersappe, general manager at Banff Lodging Company. 

Their hotels in Banff include Banff Caribou Lodge & Spa, Banff Ptarmigan Inn, Bumpers Inn, Inns of Banff, Fox Hotel & Suites, Moose Hotel & Suites, and condos Hidden Ridge Resort, Rocky Mountain Resort and Tunnel Mountain Resort. They also have two properties in nearby Canmore: Rocky Mountain Ski Lodge and Pocaterra Inn and Waterslide.

“Now we have 11 properties on one Maestro hotel software database. This enables us to operate a multi-property call centre, simplify cross-selling and book larger groups,” Gersappe said. “Maestro’s single-image database lets us recognize guests whether they are with a group or on vacation for personalized service when they return. Today’s travellers want a special guest experience and Maestro helps us deliver that.”

Pacini Restaurant at Moose Hotel & Suites, Banff.

Pacini Restaurant at Moose Hotel & Suites, Banff.

BLC self-hosts Maestro's Multi-Property Integrated Software Suite in a hybrid windows and web browser implementation with the following modules:

— Front Desk and Reservations

— Condo Owner Management

— Sales and Catering

— Club and Spa Management

— Analytics Business Intelligence Data Mining

— Yield and Rate Management

Maestro PMS has grown with Banff Lodging Company over their 11-year relationship. 

Cathy Geisler, reservations manager, employee owner at BLC, said, “We have added a number of properties since we first installed Maestro in 2008. As we added properties, we have seen immediate revenue growth. When we take over a hotel and add it to our reservation network on Maestro, the property always increases revenue. 

“Maestro has been an excellent tool for our management strategy. Maestro’s centralized multi-property database enables us to have a centralized call centre and management process. The system lets us set standard optimized rates and market and book our properties from one BLC call centre for a uniform, high-touch guest experience.”