Supplier News30 June 2021MARKHAM, Ontario - June 30, 2021 - Independent hoteliers using Maestro PMS can now add a two-way, real-time guest engagement module. This will increase guest satisfaction and operational efficiencies. The tool, known as GuestXMS and tightly integrated into Maestro PMS, is serving as an operational communication hub and a comprehensive guest engagement platform for hotels. It also provides enhanced insight into guest needs. GuestXMS is a collaboration between Maestro, Fetch and allows hoteliers to instantly send messages to their guests to gauge their satisfaction and resolve any issues. This creates a WOW experience and frictionless stay. Early adopters report that they receive 20 times more responses from guests than before, which gives them enough time to resolve any issues before guests leave.Guest XMS includes on-site chat concierge, 24/7 chat concierge, case management dashboards, and post-stay Guest Experience Management Surveys (GEM), to cover the entire guest experience. The web-based tool is intuitive and responsive and allows guests and staff to communicate freely without the need for an app download. GuestXMS uses the industry-leading IBM Watson machine intelligence and artificial intelligence to spot trends and identify sentiments in guest comments.GuestXMS was added to our Maestro integrated PMS Suite in March 2017. We were previously using manual surveys cards to gauge the satisfaction of our guests, according to Stephanie Stanton Guest Services Manager at Muskoka Bay Resort, Gravenhurst, Ontario. It is extremely convenient to have a user-friendly feedback system for guests. We didn't know about guest stays until after they left. We didn't have the chance to do guest recovery. We can now engage with all guests while they are still present on the premises. Maestros proactive feedback functionality has enabled 60% of our guests to respond to us right at the time of their initial request via GuestXMS. This compares to 20% who answered paper surveys cards if we were fortunate. It is a great solution as it allows us to communicate with guests. People are more comfortable using this medium so they opt in to receive communication from us throughout their stay. We can ask questions to make sure that you have a great experience.Stanton stated that many guests use GuestXMS to get to the front desk. Others use it to request amenities, schedule transportation or book a tee-time. The tool is also being used by management. GuestXMS is being used by the resort's general manager to hold them accountable and ensure that all requests are fulfilled.She said that GuestXMS has helped us achieve almost all 10/10 guest satisfaction scores. Everyone is informed at check-in that they will be reaching them via text message during their stay. We encourage guests to give feedback on our services and let us know what they need. We are happy to have nearly everyone talking with us about something or another.Mathew Bishop is the Director of Rooms and Recreation at The Resort At Glades Springs, Daniels, West Virginia. He said that he was also thrilled by the willingness of guests to interact via GuestXMS.Bishop stated that you don't know what is broken if guests don't tell you. GuestXMS allows guests to become keyboard warriors. People used to not take the time and inform us when something was wrong. They can now send a quick message to the front desk saying My TV is not working. This allows me to track the status of the maintenance ticket through Spiceworks. This was done manually before GuestXMS. Guests love the ease of communication. They can now send us a message. It's amazing.Bishop stated that GuestXMS helps everyone at The Resort At Glades Springs provide more personalized stays. Bishop said that knowing that his associates remain in constant contact after guests leave gives him added peace of mind that any problems will be addressed before they leave.He said that the ease of following up with guest feedback and requests helps me to relax when I'm not on property. It also allows my staff members to easily contact me through the site. Maestro, Fetch and I are so grateful for their collaboration in bringing this useful tool to our PMS suite.Strategic SuperpowerFetch's founder and CEO Russell Silver said that independent operators require a way to improve communication, operations, and customer service. GuestXMS was created to allow hoteliers to access critical guest information from one source and make it simple for staff to manage the guest journey from one central account.Silver stated that independent hotels often rely on multiple systems to manage the guest experience. However, no one can remember how to use all of them. The best of Fetch combined with the best from Maestros GEM guest feedback module to create one powerful tool for pre-arrival, on-site, and post-stay guest feedback. This dashboard also includes a complete case management dashboard for staff and operations. Our goal is to drive guest satisfaction and positive reviews online. In just a few hours, we can set up GuestXMS for Maestro customers. This tool is already in high demand. In the last few weeks, we have onboarded several properties and many more will soon be available. Independent operators love it and recommend it as a must-have.Warren Dehan, President of Maestro, stated that guests today expect personalized and instant communication with property staff. GuestXMS is the latest module from Maestros ever-evolving product suite. It allows hoteliers to maximize every opportunity for engagement through 24/7 guest outreach, improved analytics, and streamline communications between property staff.Dehan stated that we are thrilled to see GuestXMS early adopters have such great success engaging their guests. It is easy to use and can be customized to suit each hotel's personality. Operators will notice a double-digit increase in guest satisfaction after a stay. This isn't a theory. It's happening at many Maestro locations already, including Muskoka Bay Resort or The Resort at Glades Springs. We are encouraged by the high demand for GuestXMS. Soon, many more will follow this lead.Click here to find out more about Maestros GuestXMS powered Fetch. Click here to view GuestXMS in action.MaestroMaestro, the cloud-based Web Browser of choice, is MaestroOn-premises PMS system for luxury resorts, conference centres, vacation rentals, and multi-property properties. Maestros is PCI-certified and EMV ready. It offers a Web browser (or Windows) with 20+ modules in a single database, including contactless and mobile apps. This allows for a digitalized guest experience and staff operations. Maestro's advanced solutions enable operators to increase profitability and drive direct bookings. They can also centralize operations and provide personalized service to guests, from booking to check-out and all the way to the end. Maestros Diamond Plus Service provides unparalleled, 24/7 North American-based support and education to help hospitality businesses remain competitive and productive for over 40 years. Click here to learn more about Maestro. Click here to download your PMS Buying Guide.Fetch Feedback Inc.Fetch is the most popular digital engagement platform for hoteliers on four continents. All the tools a hotel needs in order to ensure their guests have a memorable stay. And their staff is empowered to go above and beyond expectations. You can manage your surveys, case management and messaging as well as real-time alerts and analytics from one location to ensure smooth and efficient operations. You have the same incredible capabilities for both reactive and proactive opportunities. Send any questions to [email protected] (or 1-855-85 FETCH). Visit www.GetFetch.ca to learn more.
