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  • New Global Directors Join the 2018-2019 HFTP Board

    The HFTP 2018-2019 Global Board of Directors was installed during the association's 2018 Annual Convention and introduces new directors Toni Bau, Carson Booth, CHTP and Mark Fancourt. These extensive director profiles give insight into the distinguished professions and personal goals of HFTP's newest association leaders.

  • HITEC Special: Does EU GDPR Affect U.S. Hospitality Companies?

    By Alvaro Hidalgo. The EU General Data Protection Regulation has set a path towards protecting personal data which many other countries will follow. In a global industry such as hospitality, it should be a primary objective to take the steps towards compliance.

  • HFTP Report: Hospitality Data Security — Strategy for Data Protection and Regulation Compliance

    This guide from Hospitality Financial and Technology Professionals (HFTP(R)) covers safeguards that can be implemented in hospitality businesses today, tips on how to continuously improve security and data regulation compliance.

  • HFTP GDPR Guidelines: Privacy Policies for Hotels

    This document offers points to consider in the development of a hotel’s privacy policy. In view of the multiple organisational and legal structures under which hotels operate, as well as the complexity of the third party landscape that may be part of the complete guest experience, this document serves as a guideline only.

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Springer-Miller Systems Strong Growth Drives Business Revitalization

PAR Springer-Miller ·25 September 2018
STOWE, VT -- September 25, 2018 -- Springer-Miller Systems (SMS), a leading provider of guest-centric hospitality and spa management systems, announces the promotion of Chris Donahue to General Manager of SMS Property Management System Solutions.Strong growth at SMS over the last 24 months has compelled the company to separate the company across business lines by property management, spa, and point-of-sale systems. Chris Donahue will lead all efforts around the continued evolution of SMS property management system solutions. Rob Selwah, SMS President commented, "The restructuring of our business by product lines enables our business to operate with more flexibility. Chris has a deep understanding of what is required to successfully design, build and launch complex technology solutions. His knowledge and expertise around product security and integrations have allowed SMS to remain leaders in the hospitality industry. We are committed to continuing our heritage of providing robust functionality and integrations to SMS|Host while simultaneously bringing new products to market. Chris's expertise and understanding make him the ideal choice as General Manager."As a life-long Vermont resident, Chris celebrated his 20th year anniversary with SMS in May of this year. Throughout his career at SMS, Chris has held multiple roles, starting as a property management systems installer and most recently was Director of Product Management. Chris will provide dedicated leadership over development, product management, marketing, professional services, and support.Chris will lead SMS efforts to leverage Jonas Software's strengths with continued development and integration on the Jonas ARC Platform. The ARC Platform simplifies integration with an open API approach enabling seamless connectivity through a wide array of protocols and broad support for industry standard messaging. Chris and the SMS team are tapping into the ARC as they focus on adding new enhancements, integrations, and products to SMS Property Management System Solution offerings.Donahue shared his thoughts on his recent promotion as follows: "I am thrilled to be moving into the General Manager role and am fortunate to work with some of the most dedicated, hard-working and talented people in the business. I look forward to guiding this team as we continue to innovate and build world-class hospitality solutions for such an amazing client base."About Springer-Miller SystemsSpringer-Miller Systems provides premier software solutions for the finest hotels, resorts and spas worldwide. Springer-Miller Systems offers the SMS|Host Hospitality Management System, the truly guest-centric and fully-integrated property management system, and SpaSoft, a dynamic activities management and scheduling software solution for luxury spas. SMS's newest product, Teres POS elevates your guest experience by delivering a premium, guest-centric point-of-sale for food and beverage and retail operations at your luxury hotel, resort or casino.Visit www.springermiller.com for more information.
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Springer-Miller Systems Continued Evolution of SpaSoft

PAR Springer-Miller ·24 September 2018
STOWE, VT --September 24th, 2018 - Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, announces the promotion of Penka Sevova to General Manager of SMS SpaSoft System Solutions.The spa industry's growth and the increased demand for SpaSoft's products and services have led SMS to redefine the SpaSoft product group within the SMS organization with Penka at its helm.Penka will continue to lead the evolution of our Spa System Solutions at SMS. Rob Selwah, SMS President commented, "SpaSoft's explosive growth has required us to be more proactive in our re-engineering of the system to meet industry demands and allow the Spa business to continuously evolve. One of Penka's greatest strengths is her desire to connect with our customers, understand their needs/challenges and deliver solutions to make their lives easier. She is the most qualified person to take the helm at SpaSoft as she not only understands the industry but the product's capabilities inside and out."Penka has been with SpaSoft, working out of the SpaSoft corporate office in Markham (Toronto) Canada, for over 19 years. Most recently, Sevova was the Director of Product Development and she has been integral to SpaSoft's success since she joined the team. As General Manager, Penka will be responsible for leading all aspects of the SpaSoft business strategy, with a continued focus on the transformation of the SpaSoft product (Enhanced Reporting, Database Agnostic, Mobile Ready and True Cloud) and business. Sevova recently shared her thoughts on her promotion, "It's a great privilege and opportunity to lead a strong team that is dedicated to delivering valuable solutions to our clients. We are proud to be a part of their success story. I'm looking forward to the busy and exciting times ahead of us!"About Springer-Miller Systems Springer-Miller Systems provides premier software solutions for the finest hotels, resorts and spas worldwide. Springer-Miller Systems offers the SMS|Host Hospitality Management System, the truly guest-centric and fully-integrated property management system, and SpaSoft, a dynamic activities management and scheduling software solution for luxury spas. SMS's newest product, Teres POS elevates your guest experience by delivering a premium, guest-centric point-of-sale for food and beverage and retail operations at your luxury hotel, resort or casino.Visit www.springermiller.com for more information.
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Jonas Software formally announces Jonas Hospitality and Jonas ARC

PAR Springer-Miller ·26 June 2018
Toronto, Canada -- Jonas Software is proud to formally announce Jonas Hospitality and the Jonas ARC. Jonas Hospitality will focus on providing integrated solutions that meet the diverse needs of the top-rated hotels, resorts, event venues and spas in the world. From opulent beach and golf resorts to suburban extended-stay hotels, Jonas Hospitality serves every segment of the hotel, resort and spa industries with solutions from the Jonas Software family of industry-leading providers.The Jonas Hospitality portfolio of companies currently includes Springer-Miller Systems, MSI and Bookassist. The Jonas Hospitality portfolio of customers is comprised of over 5,000 hotels, resorts and spas - connecting to hundreds of technology partners. In establishing Jonas Hospitality, Jonas Software demonstrates its commitment to the continued growth of its hospitality software vertical to encompass a variety of best of breed solutions to serve its customers diverse needs.The technology foundation of the Jonas Hospitality solution is the integration platform - Jonas ARC. The ARC platform simplifies integration with an open API approach enabling seamless connectivity through a wide-array of protocols and broad support for industry standard messaging.Earlier this year, MSI completed integration with ReServe Interactive through the Jonas ARC. Mark Loyd, President of MSI Solutions, commented, "As we continue to leverage the Jonas ARC technology platform, we are excited to be able to increase our products and service offerings by partnering with ReServe Interactive and adding their industry-leading Sales and Catering solution to our portfolio of software products. ReServe Cloud is a great alternate solution in the hotel space that will compete very strongly against other sales and catering systems."Springer-Miller Systems (SMS) recently integrated with Jonas Club Software to launch their new POS solution, Teres POS. Teres provides a premium, guest-centric point-of-sale for both food and beverage and retail operations at luxury hotels, destination resorts and casinos. Rob Selwah, President of SMS shared, "SMS was able to bring Teres POS to market in under 12 months as a result of our ability to leverage the Jonas ARC technology platform and existing Jonas POS Solution. Jonas ARC enables us to integrate new products with our existing solutions more easily."Jonas ARC also includes an integrated e-learning system, reducing the time and expense of onboarding new employees. The ARC provides the ability to build customized training courses for your organization and by employee. The ARC improves efficiencies while achieving greater guest satisfaction with secure mobility offerings for both hotel staff and guests across our OS-agnostic Mobility framework.Whether you are operating a small inn, mid-size boutique hotel, luxury spa or a very large complex resort, Jonas Hospitality offers proven software solutions. Flexible configuration options, complex integration, professional hands-on training and 24/7/365 live in-house support are standard across all Jonas Hospitality offerings.Please visit us online at www.jonashospitality.com learn more about Jonas Hospitality.About Jonas Hospitality Jonas Hospitality is comprised of Springer-Miller Systems, MSI and BookAssist. Installed in over 5,500 properties around the world. To learn more, visit www.jonashospitality.com.About Jonas SoftwareJonas Software operates over 75 independently managed software brands around the world, providing them with the strategic guidance and financial security required to be leaders in their respective markets. From its roots formed in the construction and club management markets, Jonas Software's reach has grown extensively within the fitness, membership, hospitality and industrial verticals. Today, Jonas Software is proud to supply industry leading enterprise management software and related services to more than 70,000 customers in 20 vertical markets. To learn more, visit www.jonassoftware.com.ABOUT SPRINGER-MILLER SYSTEMSSpringer-Miller Systems provides premier software solutions for the finest hotels, resorts and spas worldwide. Springer-Miller Systems offers the SMS|Host Hospitality Management System, the truly guest-centric and fully-integrated property management system, and SpaSoft, a dynamic activities management and scheduling software solution for luxury spas. To learn more, visit www.springermiller.com.ABOUT MSI SOLUTIONSMSI Solutions is a leading supplier of cloud-based hotel technology and guest service solutions since 1990. With an installed customer base of more than 5,800 hotel properties throughout North America, MSI is a one-source solutions provider of fully integrated, cloud-based hotel technology services. MSI TruCloud services include: guest and property management, CRS and channel management, secure credit card processing, sales & catering, and mobile solutions. To learn more, visit www.msisolutions.com.ABOUT BOOKASSIST Bookassist is The Direct Booking Expert. The company develops and manages award-winning digital strategies for hotels to help them build brand online, drive direct bookings, enhance ancillary revenue and improve their profitability while reducing dependence on third parties. With over 100 staff at offices in Dublin, Madrid, Rome, Vienna and Prague, the company is a recognized innovator and authority in the direct booking space and a three-time winner of the World's Leading Booking Engine Technology award. To learn more, visit www.bookassist.org .ABOUT RESERVE INTERACTIVEReServe Interactive specializes in Sales & Catering, Event Management, Dining Reservations and Table Management software for the hospitality industry, and has been helping customers optimize their operations since 1998. ReServe Interactive software is used by more than 20,000 users across 14 markets nationwide including restaurants, catering companies, sports arenas and stadiums, entertainment centers, golf and private clubs, cultural institutions, convention centers, hotels and resorts, universities, wineries and more. To learn more, visit www.reserveinteractive.com.ABOUT JONAS CLUB SOFTWARE Jonas Club Software strives to deliver the best Software, Communication and Services solutions to clubs large and small throughout the club industry. Worldwide over 2,300 clubs in more than 17 countries, with memberships ranging from 100 to 20,000, utilize Jonas Club Software to build and enrich member relationships, increase revenues, and decrease costs. To learn more, please visit www.jonasclub.com.
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Luxury Resorts Appreciate Guest Privacy Enhancements Included in Version Update for Springer-Miller's SMS|Host PMS

PAR Springer-Miller ·21 June 2018
STOWE, VT -- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, announces that the latest update to their SMS|Host Property Management System, v.22.1, is now available and includes new functionality to conform to GDPR regulations.The fully-integrated SMS|Host Property Management System provides core property management tools as well as point-of-sale, owner management, online booking and other key resort functionality. In addition, SMS|Host interfaces with leading industry systems to ensure a seamless operating environment for hotels and resorts. With this new version, SMS has focused on personal security while enabling its customers with the ability to manage and secure the data privacy of their guests. The solution includes a package of Personal Data Privacy Controls including tools for compliance with the EU's General Data Privacy Requirements (GDPR)."Our customers are very excited about this release version of SMS|Host and the advancements that we're making with our solutions," commented Robert Selwah, President of Springer-Miller Systems, "This version update will help them better serve their guests by meeting security expectations while complying with the regulatory environment."As properties update to this version, they will be able to utilize Springer-Miller's new seamless Secure Data Extract (SDE) utility with vendors for whom real-time, two-way integration may be unnecessary. Built to support automated, schedulable, secure, one-way data exports, the SDE will benefit them by:Removing sensitive guest data prior to compression and encryptionReducing performance degradation resulting from command errors, extremely large file sizes or ill-timed transmissionsProviding a reliable, programmed transfer of data while simultaneously allowing for greater processing frequency"We know from speaking to our customers that they're energized and excited about upgrading to v.22.1 and taking advantage of all the new security features and capabilities," commented Selwah.SMS has deliberately taken the time to become proficient in General Data Privacy Requirements by working closely with GDPR experts to design a set of features that allow properties to easily conform to the key aspects of the requirements. Requirements include tracking guests' privacy preferences, documenting the information on file about them and complying with a guest's request to be forgotten."In conjunction with recent enhancements to our mobile, web and POS solutions, the emphasis on guest security with this release positions SMS and SMS|Host to continue to lead the luxury hospitality technology industry far into the future," continued Selwah.Springer-Miller Systems provides access to software version updates to all customers in good standing. These updates are backed by the strength of the SMS Support team, including 24/7 live support as well as an online HelpCenter, active Customer Community and live monthly webinars.About Springer-Miller SystemsSpringer-Miller Systems provides premier software solutions for the finest hotels, resorts and spas worldwide. Springer-Miller Systems offers the SMS|Host Hospitality Management System, the truly guest-centric and fully-integrated property management system, and SpaSoft, a dynamic activities management and scheduling software solution for luxury spas.Visit www.springermiller.com for more information.
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Springer-Miller Systems Launches Teres POS

PAR Springer-Miller ·20 June 2018
STOWE, VT -- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems is proud to announce the launch of their newest product and Point-of-Sale (POS) solution, Teres POS.Springer-Miller Systems brings over 30 years of hospitality expertise to the table with the launch of Teres POS. Teres provides a premium, guest-centric, point-of-sale solution for both food and beverage and retail operations at your luxury hotel, resort or casino. The product is built on a contemporary .NET Framework and a Microsoft SQL database. Teres delivers modern POS capabilities as well as integration with front desk and accounting departments.The intuitive design of Teres translates to improved speed and quality of service to the guest. Staff can easily access guest information and preferences through Teres POS as needed. When integrated with the SMS|Host PMS system, customers also gain the ability to post charges to any guest account, synchronize F&B totals through an end-of-day accounting function and zoom into POS check details directly from an SMS|Host guest folio."Teres supports Springer-Miller's ongoing mission of being out of PA-DSS scope with respect to the Payment Card Industry security requirements for our PMS, Spa and POS solutions. Our customers are comforted knowing that their guest's data is protected as a result of our extensive security measures. Through our integration with Shift4, Teres POS payments are delivered using P2PE, tokenization and an EMV toolset," commented Liz Chidiac, SMS POS Product Manager.Whether operating a single retail outlet or food and beverage operation, busy bar or multiple dining outlets, Teres POS has flexible configuration options and comprehensive reporting capabilities. Teres POS is supported with hands-on training from the experienced SMS Professional Services team along with 24x7 access to in-house SMS Support Representatives.Please visit us at HITEC Booth #919 in Houston this week to learn more about Teres POS. About TERES POS and Springer-Miller SystemsTeres POS elevates your guest experience by delivering a premium, guest-centric point-of-sale for food and beverage and retail operations at your luxury hotel, resort or casino. Springer-Miller Systems provides premier software solutions for the finest hotels, resorts and spas worldwide. Springer-Miller Systems offers the SMS|Host Hospitality Management System, the truly guest-centric and fully-integrated property management system, and SpaSoft, a dynamic activities management and scheduling software solution for luxury spas.Visit www.springermiller.com for more information.Teres is a trademark of Gary Jonas Computing Ltd.SMS|Host and SpaSoft are trademarks of Gary Jonas Computing Ltd. and are registered in the United States, Canada and other countries.About Shift4 Shift4, a leading developer of secure financial transaction processing software and services, provides Web-based, real-time enterprise payment solutions for leaders in the hospitality, retail, food services, auto rental and e-commerce markets. Through connectivity to every major processor, DOLLARS ON THE NET provides both high-speed and low-cost authorizations and settlements for credit, debit, check, and gift card transactions. DOLLARS ON THE NET includes the ability to access, review, and edit transactions prior to settlement and provides a searchable, 24-month transaction archive for reporting and chargeback defense. For more information, please contact our sales department at (800) 265-5795 or visit www.shift4.com.
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Springer-Miller Systems Introduces WorldNXT: Offering Guests & Owners Ability to Directly Book Accommodations at Room Type & Unit-Specific Levels

PAR Springer-Miller ·19 June 2018
STOWE, VT -- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems formally introduces WorldNXT, a comprehensive platform of browser-based and mobile booking solutions that is customizable to cater to the unique needs of different hotels and resorts. The suite of options available within the WorldNXT platform compliment the robust core product offerings that Springer-Miller Systems provides today.The WorldNXT solution is live and in production. Resort Collection has successfully deployed the WorldNXT Lodging Booking Engine, WorldNXT Owners Portal and the WorldNXT Mobile Application throughout its impressive portfolio of resorts, condos and villas in Northwest Florida.For Resort Collection, the WorldNXT platform was a logical choice: "We were previously running multiple systems that didn't 'talk' to each other, causing an exorbitant amount of unnecessary manual work to be done by our reservations team" commented Paul Wohlford, Vice President of Business Development, Resort Collection. "Now, with WorldNXT, we have a website, booking engine, SMS|Host system, owners portal, and property apps that are all integrated. Our team can now manage their work more effectively and efficiently. In a week's time, we've already seen an increase in our web traffic and online bookings."WorldNXT Lodging Booking EngineSeamlessly integrated into the SMS|Host Hospitality Management System, the WorldNXT Lodging Booking Engine enables online reservations to flow in real-time from the web to the SMS|Host System without incurring painful transaction-based fees. Inventory, rates and availability are automatically updated in real time as changes are made in the SMS|Host system. There is no need to manually update or duplicate efforts via a separate channel manager tool to maintain web presence. Fully responsive and embedded directly into an existing website, the Lodging Booking Engine provides a sleek and seamless shopping experience, with the flexibility to book accommodates at either the room-type level, or at a unit-specific level. The WorldNXT Lodging Booking Engine has comparative and suggestive selling tools that engage and convert "lookers into bookers" - driving revenue and attracting valuable traffic direct to your website.WorldNXT Owners PortalFully unified with the SMS|Host system, the WorldNXT Owners Portal is an owner-facing solution that provides individual property owners with access to a branded portal where they can view and print statements, explore a calendar to monitor availability of their unit, and make reservations directly. The portal provides transparency for owners to have insight into their investment 24/7 and alleviates strain on the property to manage this information.WorldNXT Mobile AppThe WorldNXT Mobile App is a fully-customizable and branded destination app providing the look and feel of your resort. From the app, guests can access detailed room, property and amenity information. The app serves as a messaging platform to guests, supporting push notifications that increase guest engagement as well as RevPAR. Guests are able to book room reservations (via the Lodging Booking Engine), manage itineraries, and access their social media accounts, enabling the guest journey to start before they even get to the property.The launch of this platform is an exciting venture for SMS, and just a part of its long history of providing best-in-class software solutions to the hospitality industry. Resort Collection proved to be an ideal pilot site, with a fantastic team to execute in partnership with Springer-Miller Systems. "In my 30 years in the hospitality industry, it's never a stress-free experience being a beta test site for new products or services. However, transitioning to WorldNXT was nearly seamless for Resort Collection" Wohlford added."SMS is equally excited to pilot this product with a wonderful client partner. The talented team at Resort Collections helped make our pilot deployment run flawlessly," commented Chris Donahue, Director of Product Management, Springer-Miller Systems. "We'd like to thank the entire team at Resort Collections for their dedication and hard work in seeing this through."About Resort CollectionResort Collection represents the best of Panama City Beach, Florida and has called the Emerald Coast home since 1984. With 12 premier Gulf-front resorts in Northwest Florida, 90,000 square feet of combined indoor and outdoor meeting space, 10 tennis courts (7 Plexicushion), multiple upscale retail shops, boutiques, eateries, coffee shops, state-of-the-art fitness rooms, an outdoor basketball court, 21 luxurious pools, and a 9-hole executive golf course.Visit www.resortcollection.com for more information.About Springer-Miller SystemsSpringer-Miller Systems provides premier software solutions for the finest hotels, resorts and spas worldwide. Springer-Miller Systems offers the SMS|Host Hospitality Management System, the truly guest-centric and fully-integrated property management system, and SpaSoft, a dynamic activities management and scheduling software solution for luxury spas.Visit www.springermiller.com for more information.
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Springer-Miller Systems Introduces SMS|Host v22.1 with Contemporary SQL Upgrade Options

PAR Springer-Miller ·18 June 2018
STOWE, VT -- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, is pleased to now offer an SQL database deployment for its signature SMS|Host Property Management System. Springer-Miller customers will now have an option to utilize a more contemporary database architecture or remain on the current model.The Essex Resort & Spa, managed by Benchmark Resorts & Hotels, installed SMS|Host twenty-nine years ago, and continues to benefit from SMS|Host's regular system upgrades introducing new features and functionality. Today, progress is underway to migrate the hotel's PMS data to an SQL database engine. Utilizing a SQL database, The Essex, along with the entire SMS customer base, will benefit from enhanced security, have improved backups and database maintenance; ultimately reducing costs associated with system administration, downtime and data loss. "We are excited to complete this upgrade. Migrating to SQL will allow our SMS|Host PMS to communicate more seamlessly with our other 3rd party software" commented Tony Gaeta, Vice President of Information Technology with Benchmark Resorts & Hotels.The 2018 introduction of SMS|Host using an SQL database follows in the footsteps of Springer-Miller's major 2017 initiative of deploying its PMS, POS and SPA products in an off-premise, hosted model, via Amazon Web Services. "We are very proud of both our SQL and hosting initiatives," commented Rob Selwah, President of Springer-Miller Systems, "Both SQL and hosting were massive undertakings and represent testaments of Springer-Miller's continued commitment to protecting our customers software investments and addressing constantly changing demands in today's technology."Springer-Miller's Account Management team is working closely with its customers on upgrade planning as they prepare to migrate their data storage to SQL databases. About Benchmark Resorts & Hotels Benchmark Resorts & Hotels features the finest in lodging, dining, recreational and meeting accommodations. Featuring unique and distinctive properties renown for exceptional service and for creating unforgettable memory-making experiences, it is the signature portfolio of BENCHMARK, a global hospitality company, which has been a leading US-based hospitality management company for nearly 40 years. Many Benchmark Resort & Hotels' properties are certified by IACC, the association that represents the finest meeting venues and services globally, and many have also been recognized with the coveted Benchmark Conference Centers certification of meeting excellence.Visit www.benchmarkresortsandhotels.com for more information. About Essex Resort & SpaSet on 18 acres in the scenic Lake Champlain Valley in the foothills of the Green Mountains, The Essex - a Culinary Resort & Spa is easily reached via Interstate 89. The resort is just minutes from Burlington International Airport, and the town of Essex is served by Amtrak's Vermonter train. The Essex is surrounded by all the attractions of Vermont from skiing, boating and hiking to shopping and antiquing. Guests can enjoy the resort's full-service spa, fitness center, 18-hole golf course, clay tennis courts, Cook Academy, two restaurants, hiking and biking trails and special services for pets. The Essex also arranges guided family activities, Vermont tours, hot air ballooning and unforgettable team building activities in the Cook Academy. Visit http://www.essexresortspa.com for more information. About Springer-Miller Systems Springer-Miller Systems provides premier software solutions for the finest hotels, resorts and spas worldwide. Springer-Miller Systems offers the SMS|Host Hospitality Management System, the truly guest-centric and fully-integrated property management system, and SpaSoft, a dynamic activities management and scheduling software solution for luxury spas.Visit www.springermiller.com for more information.
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SpaSoft Integrates New Security Enhancements to Latest Release

PAR Springer-Miller ·18 June 2018
STOWE, VT -- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, announces the availability of version 7.0 of the SpaSoft Spa and Activity Management Solution.SpaSoft version 7.0 features focus on:GDPR (General Data Protection Regulation) Enhancements,Secure Payment Solutions Extensions with PXP EMV,Central Configuration Standardization, andMicrosoft SQL Server Database Support.SpaSoft version 7.0 offers an updated system with a series of features that will assist spas to comply with the GDPR regulations and provide methods to enhance overall guest data security. In an effort to attain our goal of being completely database agnostic, the SpaSoft system has expanded its database support to include Microsoft SQL Server, providing more options for our customers.SpaSoft now offers an additional secure payment solution with our proud partner PXP, which supports our mission of being out of PA-DSS Scope with respect to the Payment Card Industry security requirements. PXP adds to the already extensive list of partners that SpaSoft securely interfaces with to ensure optimal operations."We couldn't be more excited about our partnership with PXP. Our SpaSoft customers are comforted knowing that their data is protected as a result of our extensive security measures. Adding integration with PXP allows us to extend that peace of mind to our SpaSoft customers around the globe." commented Michelle Young, Vice President of Sales & Marketing for SpaSoft.Franco Del Basso, Board Director and Head of Business Development for PXP commented "We are delighted that the integration between SpaSoft and our ANYpay applications was achieved. Our relationship with Springer-Miller Systems spans many years with mutual Customer relationships across Europe. This latest integration with our PCI P2Pe approved applications will ensure customers benefit from both systems robust security features and will help cement further growth across our mutual territories."The latest additions to the SpaSoft Enterprise module, released last year focused on the ability to set central configurations for spas. SpaSoft Enterprise leverages the benefits of SpaSoft Hosting Services or a customer-managed hosting environment, to connect individual spas in the cloud. Spa groups, chains and management companies that choose to utilize SpaSoft Enterprise gain the ability to see and access valuable information in real time from a single location.The Central Configuration Standardization enhancement enables more efficient and controlled standardization at the enterprise level. Configurations can be "locked down" and only changed at the enterprise level, if desired, or controlled with user clearance. This feature also allows spas to easily enter basic configurations to help accelerate the onboarding process. This enhancement allows for reductions in system training time and increases efficiencies in the spa.Finally, in v.7.0 SpaSoft has added the Microsoft SQL Server database system as a new data storage option. From a user perspective, there is no operational difference. This addition allows customers who use SQL Server today to extend that database to operate SpaSoft also. SpaSoft is now one-step closer to being database agnostic. Penka Sevova, SpaSoft General Manager commented, "As we move towards the future, SpaSoft will continue to open up the platform and offer our customers a variety of operational choices. This includes hosting, enterprise, relational databases, reporting and much more."About SpaSoft and Springer-Miller SystemsSpringer-Miller Systems provides premier software solutions for the finest hotels, resorts and spas worldwide. Springer-Miller Systems offers the SMS|Host Hospitality Management System, the truly guest-centric and fully-integrated property management system, and SpaSoft, a dynamic activities management and scheduling software solution for luxury spas.Visit www.springermiller.com for more information.About PXPPXP are experts in integrated payment technologies with PMS and POS systems including on-line payment channels and tokenization services. These added value offerings streamline a merchant's operations, save time and therefore costs, increasing revenue and enhancing the customer experience. PXP has a rich heritage of providing the hospitality, cruise and retail industries with payment solutions that complement the unique requirements of their business.PXP offers a wide variety of security and fraud & risk tools so merchants can accept payments securely including PCI certified applications and solutions for point to point encryption.
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Homestead Resort Returns to Springer-Miller to Manage its Property Operations

PAR Springer-Miller ·14 June 2018
Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, is pleased to announce that Homestead Resort, has selected to return to Springer-Miller Systems. Previously a long-time SMS|Host customer, the property chose to test a cloud-based PMS solution but discovered that the functional requirements did not meet the needs of their resort operations.Springer-Miller Systems' SMS|HOST PMS not only offers a complete hospitality management platform but also offers the flexibility and customization to each of its customer's needs. Springer-Miller's guest-centric focus, depth of luxury functionality and robust integrations allow Homestead Resort to streamline property operations while continuing to enhance guest service.Homestead Resort has always been a valued SMS customer with whom we are delighted to be reconnected. SMS|HOST allows the resort to maximize its daily operation through flexible configuration options, customizable reporting, and hands-on training from the experienced SMS Professional Services team along with 24 x 7 live in-house support representatives."Our previous system impacted our ability to offer the highest level of service due to its limitations. We need flexibility in order to immediately respond to guest requests, which Springer-Miller allows us to do." commented Paul Christensen, General Manager, Homestead Resort, "The professionalism and knowledge of our on-site implementation team, and ongoing account management team has been extraordinary."Michelle Young, Vice President of Sales & Marketing at SMS shared, "The difference between SMS in comparison to other companies serving the luxury/resort market is our level of customer service and account management. We have personal relationships with each customer. We know their operations and we work with them to implement our software in a way that best serves them. The depth of our product offerings and integration capabilities allows users to customize and modify rate package, update and personalize guest folios, provides a comprehensive list of reports to facilitate business analysis and maximize revenue. Full service resorts operate in their own unique way to deliver outstanding experiences for the guest, which necessitates a guest centric system that allows for user tailoring to meet the needs of individual resorts."Please visit us at HITEC Booth #919 in Houston next week to learn more about our newest offerings: SMS|HOST Anywhere, World NXT, Teres POS and much more.About Homestead ResortHomestead Resort offers guests the opportunity to return to a more nostalgic time, allowing each guest to create a classic American experience that cannot be duplicated - complete with charming accommodations, peaceful conference facilities, comfortable dining, and boundless recreation amidst classic architecture and incredible atmosphere. The Schneitter family moved to Midway, Utah from Switzerland along with a group of thousands of pioneer immigrants from many countries. In 1886, Simon Schneitter discovered a large, curious-looking rock crater on his farm, with soothing warm mineral water flowing from the rock. This rock soon became a local attraction and Simon, with the help of his family, attracted even bigger crowds by offering meals. The Schneitters operated the family resort for 67 years where comfort, good food and the hot water bathing became famous with guests throughout the United States.https://homesteadresort.com/About Springer-Miller SystemsSince it was founded in 1984 in Stowe, Vermont, Springer-Miller Systems has been an innovator of technology systems for the world's most exclusive hotels, resorts and spas. The SMS|Host Property Management System offers a complete set of fully-integrated modules enabling complex resorts to provide highly personalized guest service from front office to food & beverage to spa to the golf course and more. Springer-Miller's SpaSoft provides a dynamic spa and activities management solution used in more than 70% of the world's Forbes Five Star Spas.Visit www.springermiller.com for more information.
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Springer-Miller Systems Expands Mobile PMS Solution To Include Housekeeping

PAR Springer-Miller · 7 June 2018
STOWE, VT -- June 7th, 2018 - Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, today announced new housekeeping functionality and enhanced dashboards in the latest release of their mobile PMS application, SMS|Host Anywhere. The addition of these new features allow hotels and resorts to enhance the guest experience while enabling staff to work more efficiently.Seamless Service OpportunitiesProviding flexibility and mobility to hotel and resort staff, the SMS|Host Anywhere application provides new and exciting guest service opportunities. From mobile check-in to upsells, upgrades and room moves, SMS|Host Anywhere provides a secure and seamless front desk experience - anywhere on property.Mobile HousekeepingDashboards in SMS|Host Anywhere identify cleaning bottlenecks and streamline guest preparations. Housekeeping staff can function independently with mobile zone sheets and live, real-time updates as units check-in and check-out and assignments change. Filters assist management by providing views by multi-property, rental program, zones, housekeepers and pre-arrival queue. The easy to use interface improves housekeeper productivity which permits the staff to focus on delivering exceptional service.Exceed Guest ExpectationsWith key staff functionality on a tablet, you can swiftly move guests through the check-in and check-out procedures - reducing lines in the lobby and increasing guest satisfaction. SMS|Host Anywhere communicates directly to the SMS|Host Hospitality Management System. SMS|Host provides core property management tools, as well as Point-of-Sale, Owner Management, Online Booking and other key resort functionalities. With this connection, staff can use SMS|Host Anywhere to access complete guest itineraries and review folios at check-out.Secure PaymentsSMS|Host Anywhere leverages Springer-Miller's Secure Payments Solution to securely process all credit card transactions through Point-to-Point encrypted and EMV certified wireless devices."We're excited to see more and more hotels and resorts adopting mobile technology," commented Robert Selwah, President of Springer-Miller Systems. "SMS|Host Anywhere opens up extraordinary guest service opportunities, as well as improving the housekeeping workflow. SMS is focused on helping our customers improve their operations while enhancing guest service. The mobile capability of SMS|Host Anywhere is just one of the ways that SMS offers this experience."All Springer-Miller users are backed by a global 24/7/365 live customer support team and comprehensive online support tools.About Springer-Miller SystemsSince it was founded in 1984 in Stowe, Vermont, Springer-Miller Systems has been an innovator of technology systems for the world's most exclusive hotels, resorts and spas. The SMS|Host Property Management System offers a complete set of fully-integrated modules enabling complex resorts to provide highly personalized guest service from front office to food & beverage to spa to the golf course and more. Springer-Miller's SpaSoft provides a dynamic spa and activities management solution used in more than 70% of the world's Forbes Five-Star Spas.Visit www.springermiller.com for more information.
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Data Privacy and GDPR - Not Just a Problem for European Hotels

SMS Blog·29 March 2018
GDPR stands for General Data Protection Regulations which go into effect on May 25, 2018 and regulate how companies can use the personal data of European Union citizens.
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Eight Tech Support Factors to Consider when Choosing a PMS

SMS Blog·26 February 2018
When choosing a new property management system for your hotel or resort, you may be focused on functionality or deciding between cloud-based, hosted or on-premise systems. You may be weighing the advantages and disadvantages of all-in-one systems vs. best-of-breed integrations. However, to ensure a successful deployment and a long and fruitful partnership, evaluating PMS vendors by the application support they provide should be at the top of your list of considerations.
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SpaSoft Unveils Latest Version of Spa & Activity Management Solution

PAR Springer-Miller ·24 January 2018
STOWE, VT -- January 24, 2018 -- Stowe, VT-- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, announced today the general availability of the latest release of the SpaSoft Spa and Activity Management Solution.SpaSoft version 6.5 leverages a new technology and development platform to enhance the overall system performance as well as allow for a faster and improved user experience. These technology updates allow SpaSoft to continue to scale and grow to serve the ever-changing needs of the spa industry.Performance and user experience enhancementsAdvanced reporting engineCustomizable dashboard landing pageEnhanced scheduling and booking of group classesAdditional integration to Casino Systems"This new version positions SpaSoft to continue to lead the industry in providing the most comprehensive spa-specific solutions for the world's top hotel and resort spas," commented Michelle Young, Vice President of Sales and Marketing. "With these enhancements, we will be able to quickly respond to industry trends, customer requests for innovation and integration."SpaSoft offers more than 200 individual reports to assist spa directors in tracking and analyzing their business. SpaSoft's new reporting engine allows for easier and more efficient reporting performance with a new look and feel to highlight the data and create a better user experience."Together with our sophisticated business management tools including SpaSoft Enterprise and Intelligence, this reporting engine enables spas to have fast, reliable access to key metrics," commented Young. "Spa directors are tasked to continually improve their results, these tools will save spa directors time and allow them to respond faster to changing business conditions."Spas that offer yoga, fitness and lifestyle classes will be able to manage those classes completely within SpaSoft. Classes are included in SpaSoft version 6.5, giving spas the ability to quickly and easily manage group activities in SpaSoft. From booking to check-in, using SpaSoft to manage classes will allow your spa to provide better guest service and maximize revenue."Spa goers are seeking authentic wellness experiences," commented Young. "Adding functionality for classes in SpaSoft helps our spa clients cater directly to this clientele."Additional enhancements and features are included in SpaSoft version 6.5 which is available to all SpaSoft clients and backed by SpaSoft's 24/7 global support.SpaSoft continues to be the world's largest provider of spa management solutions to luxury spas around the world. In 2017 SpaSoft added new customers in their target segment including luxury resorts, boutique hotels, hotel chains, management companies.About SpaSoft and Springer-Miller SystemsSince it was founded in 1984 in Stowe, Vermont, Springer-Miller Systems has been an innovator of technology systems for the world's most exclusive hotels, resorts and spas. The SMS|Host Property Management System offers a complete set of fully-integrated modules enabling complex resorts to provide highly personalized guest service from front office to food & beverage to spa to the golf course and more. Springer-Miller's SpaSoft provides a dynamic spa and activities management solution used in 65% of the world's Forbes Five Star SpasVisit www.springermiller.com for more information.
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Adding On to Spa Services Adds Up to Satisfied Guests

SMS Blog· 9 January 2018
Whether you call them enhancements, add-ins or add-ons – offering service upgrades is a terrific way to differentiate your spa and the client experience. In fact, if you’re not currently offering these enhancements, you’re probably leaving money on the table.
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Remington Hotels Selects Springer-Miller's PMS, POS and Spa Solutions for its Luxury-Independent Portfolio

PAR Springer-Miller · 5 December 2017
STOWE, VT -- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, is pleased to announce that Remington Hotels has selected Springer-Miller Systems as their PMS, POS and Spa Management systems provider for their independent, luxury properties.More than a PMS, Springer-Miller Systems offers a complete hospitality management platform with a fully integrated property management system, point-of-sale system and spa management system. Springer-Miller's guest-centric focus, depth of luxury functionality and robust integrations allow Remington Hotels to streamline property operations while enhancing guest service.Remington Hotels chose to utilize Springer-Miller's Hosting Services, leveraging the scalability, reliability and security of Amazon Web Services. Hosting Services allows all the applications to live in the cloud, reducing hardware and capital expenditures while ensuring data is secure and consistently backed-up."We're excited to partner with Springer-Miller Systems," said Karim Sachedina, Executive Vice President of Remington Hotels. "Springer-Miller offers a complete hospitality platform for our luxury, independent properties. Their deep integrations offer our hotels the ability to enhance their guest-service operations."Remington Hotels using the Springer-Miller hospitality management platform enjoy upgraded access to OpenKey's mobile key solution, adding practicality and convenience for guests. The award-winning OpenKey app enables hotel staff to control guest room access remotely and allows guests the ability to use their smartphone for mobile entry to their room."Springer-Miller's guest-centric and fully integrated PMS, POS and SpaSoft spa management systems have proven to be ideal for luxury properties and management groups," said Rob Selwah, President of Springer-Miller Systems. "We're excited to implement our solutions with Remington Hotels"Currently, Remington Hotels has deployed Springer-Miller's SMS|Host PMS, SMS|Touch POS and SpaSoft Spa Management system at Bardessono in Yountville, California; Le Pavillon in New Orleans, Louisiana and Lakeway Resort and Spa in Austin, Texas. The rollout to other properties will continue into 2018.The fully-integrated SMS|Host Hospitality Management System provides core property management tools as well as Point-of-Sale, Owner Management, Online Booking and other key resort functionality. In addition, SMS|Host interfaces with leading industry systems to ensure a seamless operating environment. All Springer-Miller users are backed by global 24/7/365 live customer support team and comprehensive online support tools.About Remington HotelsRemington is a dynamic, growing, independent hotel management company that provides top quality service and expertise in three unique areas of project management, property management and condominium hotel management. Founded in 1968, the hospitality group has grown into a premier service provider and today manages over 90 hotels in 27 states across 16 different brands, as well as several luxury and independently flagged hotels. For more information, call (972) 980-2700 or visit http://www.remingtonhotels.com.About Springer-Miller SystemsSince it was founded in 1984 in Stowe, Vermont, Springer-Miller Systems has been an innovator of technology systems for the world's most exclusive hotels, resorts and spas. The SMS|Host Property Management System offers a complete set of fully-integrated modules enabling complex resorts to provide highly personalized guest service from front office to food & beverage to spa to the golf course and more. Springer-Miller's SpaSoft provides a dynamic spa and activities management solution used in more than 70% of the world's Forbes Five Star Spas.Visit www.springermiller.com for more information.
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Free Workbook Download - Spa Customer Retention Plan

SMS Blog· 5 December 2017
Building great customer loyalty takes a detailed and specific customer retention plan. We’ve heard from Spa Directors around the world that setting a customer retention plan and increasing customer loyalty is one of their top priorities for 2018. Check out our earlier article about the different steps of building a spa customer retention plan. Now we want to give you a free downloadable workbook that you can use as a template to execute this strategy at your spa.
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Five Myths About Property Management System Integrations

SMS Blog·18 October 2017
Integration is a hot button topic in the hospitality world. New systems and opportunities appear each day, while longstanding PMS and CRS providers work furiously to integrate with the latest additions to the hospitality technology landscape. The situation can be frustrating for both the hotelier and the PMS provider. However, everyone has the same goal to ensure that hotel and resort systems communicate effectively. Let’s dispel these five common myths about PMS and integration.
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Visibility, Flexibility and Mobility - A Roundup of Mobile Apps for Spa Management

SMS Blog· 5 October 2017
Spa Directors need flexibility and mobility to effectively manage their spa and engage with guests. With the right mobile apps in hand, a Spa Director can confidently manage the business, the employees and the guests while simultaneously growing revenues and improving guest service. Spas are embracing technology to assist them in executing the high-touch service needed in the spa world. Read more about how spas are deploying these technology initiatives in this blog post.
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Using SpaSoft to Maximize Spa Retail

SMS Blog· 8 August 2017
Spa retail is a tricky balancing act. Carry the right inventory, at the right quantity, using the right amount of cash flow and turn a profit. The Spa Director needs to juggle their retail efforts without getting overwhelmed. After all, retail is just one facet of the entire spa business. To make it easier, SpaSoft’s inventory, reporting and retail tools provide the actionable information a spa director needs to effectively manage that segment of the business — in a few minutes each week. By leveraging these tools, spas can see their retail results tick up almost immediately.
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How Spas are Using Technology to Elevate Guest Service

SMS Blog·21 July 2017
There is both an art and a science to providing guest service, particularly for hotel and resort spas where guests have high expectations. While remaining focused on classic guest service, many spas are deploying technology to assist them in executing their high-touch service efforts. As the dominant generation shifts away from the Baby Boomers towards Millennials, embracing technology to support guest service is one way that spas can be relevant and welcoming.
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Springer-Miller Partners with OpenKey

PAR Springer-Miller ·18 July 2017
Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality management systems, today announced its integration with OpenKey, the industry standard for universal mobile key technology in hotels.Properties within Springer-Miller's SMS|Host property management system portfolio will have upgraded access to OpenKey's robust technology solution revolutionizing the hotel guest experience by adding practicality and convenience. The award-winning OpenKey app enables hotel staff to control guest room access remotely and allows guests the ability to use their smartphone for mobile entry to their room.The fully-integrated SMS|Host Hospitality Management System provides core property management tools as well as Point-of-Sale, Owner Management, Online Booking and other key functionality for today's hospitality industry. In addition, SMS|Host interfaces with leading industry systems such as OpenKey to ensure a seamless operating environment for hotels and resorts and the tools to power impeccable guest-centric service."We want our customers to provide an impeccable hospitality experience for their guests by embracing the technology we use every day," said Rob Selwah, President of Springer-Miller Systems. "We're delighted to incorporate the next generation OpenKey experience for our valued customers."The Springer-Miller management system seamlessly interfaces with the OpenKey Front Desk platform allowing reservation information to automatically populate into the hotel receptionist portal, decreasing check-in time and improving overall guest experience."We are thrilled about our partnership with Springer-Miller," said TJ Person, CEO of OpenKey. "Our mutual goal is to grow the integration over time to continue providing SMS customers the most simple, secure mobile key experience while improving guest satisfaction."About OpenKeyFounded in 2014, OpenKey is reinventing the hospitality experience through its mobile access solution. The OpenKey app is the industry standard for universal mobile key technology and works with the majority of digital hotel locks. Hotels and their guests benefit from OpenKey's platform providing efficiency, convenience and cost savings. OpenKey is a privately held company located in Plano, Texas. The company has been funded by several of the largest hotel ownership and management companies in the world. The app is available for both iOS and Android devices. For more information, please visit www.openkey.co.About Springer-Miller SystemsSpringer-Miller Systems provides premier software solutions for the finest hotels, resorts and spas worldwide. Springer-Miller Systems offers the SMS|Host Hospitality Management System, the truly guest-centric and fully-integrated property management system, and SpaSoft(r), a dynamic activities management and scheduling software solution for luxury spas. Visit www.springermiller.com for more information.
Article by Amanda Wisell

Hospitality Technology as a Guest Service Differentiator

PAR Springer-Miller · 7 July 2017
"Guests need to feel connected to us, not their phones or other tech gear so that they can truly relax and enjoy," commented Denny Grosclaude, Hotel Manager of Salish Lodge in Snoqualmie, Washington. "Less tech and more personal engagement is always a good way to go."In today's digital landscape, guests' expectations are influenced by their experiences online where their preferences are automatically remembered. Guests know that Amazon can remember and suggest their favorite brand of shampoo. Their expectation now is that their favorite resort should remember their anniversary or the bottle of wine that they always purchase. Hospitality technology can provide the framework to make that level of guest service operationally feasible if the solution is carefully and thoughtfully implemented."Technology can automate processes but it needs to be carefully applied as there is no automation for personal interaction with guests, especially in the resort industry," noted Tjibbe Lambers of Otesaga Resort Hotel.Use Technology to Recognize Repeat GuestsBuilding a closer relationship with guests is one of the ways that a property can distinguish itself amidst a sea of hospitality providers. Recognizing their repeat guests will go a long way toward establishing this relationship."We start by identifying return guests at the point of making a reservation," commented Susan Engler, Vice President of Sales and Marketing for Blue Harbor Resort. "Understanding the guest's history prepares us to have a better understanding of their expectations and provides a platform to deliver a personal level of service."Use Technology to Personalize Each Stay "We use technology to manage the guests' reservations, itineraries, communication and preferences - even down to the color of flowers they like for their stay," commented Tanya Walker of Chateau Beaver Creek in Colorado.Crafting a unique and individualized stay is another guest service differentiator. With a combination of hands-on service and technology, hotels and resorts have the ability to ensure the guest experience reflects the unique preferences of each guest and exceeds their expectations.Singita Safari Lodges and Reserves in South Africa captures important guest details in their property management system prior to arrival. These room requests, dietary needs and personal preferences are automatically shared with the 12 different Singita properties, ensuring that guests enjoy this personalized attention from the moment of their arrival. Once on property, the guest's profiles are continually updated in SMS|Host with detailed information about their experience, their activities and interactions.At Pursell Farms in Sylacauga, Alabama, reservationists have honed their listening skills. "We make notes in our guest-centric PMS as we speak to guests on the phone during the reservation process," noted Beth Bagley, Hospitality Manager at Pursell Farms. "We catch things that are important to them, even if they weren't necessarily relaying the information."This ability to use high-tech to power a high-touch service environment helps hotels and resorts create that memorable stay that attracts guests to return."Our shift supervisors write notes on all significant guest interactions and share them electronically with all departments so guests do not need to repeat themselves and staff can anticipate needs," commented Ted Horan, General Manager of Primland, a luxury resort situated in the Blue Mountains of Virginia.Building Specific Guest-Facing ApplicationsRecognizing the shift in guest communication preferences, some properties are introducing guest-facing apps to facilitate service requests. Other properties are rolling out apps to assist with on-property text messaging and social engagement."With our guests and, particularly, millennials becoming increasingly technology focused, we recently launched a new app that allows our guests to communicate with us in their preferred messaging platform of choice," commented Marc Rodriguez, General Manager of Esperanza Resort. "With the app, they can make reservations at restaurants, arrange transportation and even request a margarita while at the pool."Using Technology to Cultivate LoyaltyThe Otesaga Resort Hotel in Cooperstown, New York automatically enrolls repeat guests into the Otesaga Select Program. The loyalty program offers individualized concierge service and rewards guests with personalized gifts, discounts and other benefits based on their visitations.The Bavarian Inn Lodge in Frankenmuth, Michigan also invests considerable effort into their loyalty program with great success and engagement. "We have grown our loyalty club to over 24,000 families who pay to be a member," commented Jim Engel, COO of Bavarian Inn Lodge. They are able to leverage the transactional data of their loyalty club members to offer personalized and relevant offers.Overcoming Challenges in Deploying Technology As hotels and resorts expand their use of technology to power guest service, they face multiple challenges. Connection issues, integration problems and staff training are just a few of the hurdles that a property must leap in order to have a successful technology roll-out."At a rural resort with limited internet connection, where many activities take place in different locations or outdoor locations," commented Beth Bagley of Pursell Farms, "you can't always access property management systems or other programs you need to assist the guests. It makes it even more important for us to truly know our guests and anticipate their needs."Many of these challenges in deploying technology are not new - hotels and resorts have faced integration and training issues from the beginning. However, hospitality technology tends to be a fragmented ecosystem and properties have to deploy a myriad of new systems to keep up with the needs of their guests."The choice and variety of software to assist in digital engagement with guests is widespread," commented Jim Engel of Bavarian Inn. "Though no two companies offer the exact same features, none provide them all so comparing is difficult."For most properties, the value of adding software solutions to support guest service efforts far outweighs the challenges. Hotels, resorts and their technology partners continue to innovate, helping them extend the warm hospitality and service that characterizes this industry.
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Hospitality Technology as a Guest Service Differentiator

SMS Blog· 5 July 2017
Whether it’s a five-star property providing five-star service or an economy hotel ensuring a warm welcome and efficient service, a property’s reputation and success are founded on friendliness, efficiency and face-to-face interactions with their guests. Today’s hospitality technology has emerged as a crucial tool for hotels and resorts to meet those goals as they strive to balance their use of technology with classic and timeless customer service. Properties have developed several strategies to enhance service delivery with technology without diluting the essence of hospitality.

Generation Experience: How the Millennial Shift Impacts Luxury Resorts

PAR Springer-Miller ·22 June 2017
"The Millennial Generation is another wonderful wave of people discovering us and becoming part of our family," commented Allyson Cavaretta, Director of Sales and Marketing for the family owned Meadowmere Resort in Maine. "It is exciting to see the generations join us and change over the past 30 years."Resort properties with a focus on outdoor and adventurous activities have been among the first to experience this shift in generations."This Millennial Generation enjoys an active vacation that is purposeful," commented Tracey Welsh, General Manager of Red Mountain Resort in Ivins, Utah. "It fits well with what Red Mountain has been doing for nearly 20 years."Some properties in this segment have not seen much generational shift. For example, as a high-end luxury property located in a semi-remote location, Nemacolin Woodlands primarily serves Baby Boomers and Generation X. Similarly, The Otesaga Resort Hotel in Cooperstown, New York also continues to serve a more mature guest."We haven't noticed much of a shift, yet," commented Tjibbe Lambers from the Otesaga Resort Hotel. "However, we have started to adapt our guest service procedures to the needs of Millennial guests as part of our long range plans.""Seasonally, our resort guests are families and vacationers," commented Susan Engler, Vice President of Sales and Marketing for Blue Harbor Resort in Sheboygan, Wisconsin. "We do see the business traveler and corporate participants getting younger as Millennials are joining the workforce. We have been paying close attention to their needs."For many luxury resorts, this change in traveler demographics is creating an opportunity to re-energize their operations and add new programs. Their nickname is the "Experience Generation" and these Millennials want to immerse themselves in their surroundings. To accommodate these preferences, properties are revamping their recreation programs and food & beverage offerings, as well as the public and private spaces on property."The shift in our guests is bringing a fun, renewed sense of energy to the Chateau," commented Tanya Walker from Chateau Beaver Creek in Colorado."The older demographic are generally looking for quiet, peaceful, relaxing experiences while younger generations are often in search of more active, adventure, sporting and group "live-for-the-moment" experiences - the more local the better," Marc Rodriguez, General Manager of Esperanza Resort in Cabo San Lucas, Mexico.Millennials have high expectations that their technology needs will be met on property. While it has been their voracious appetite for bandwidth that has been driving hotels and resorts to upgrade their guest connections, all guests benefit from the faster Wi-Fi speeds."Millennials want a very high level of service, food standards and technology, however they want it in a very casual and comfortable setting." commented Carol Sullivan, Director of Sales and Marketing for The White Mountain Hotel & Resort in North Conway, New Hampshire. "We have redesigned our restaurant and are redesigning our guest rooms to meet these requirements."Guest communication takes on many forms with Millennial guests. They are less inclined to pick up the phone or visit the front desk and more likely to want to be able to communicate with the property via their app of choice."With Millennials, response times for requests are typically shorter, as are booking windows," mentioned Mark Rodrigues, General Manager of Esperanza Resort.Many properties report upgrading their website to streamline the booking process and be more mobile friendly. They are developing rich content to share on social media and listening to the various channels to ensure they are part of the conversation."We have not altered our core product - a great family vacation with a cozy, comfortable feel," commented Cavaretta of Meadowmere. "However, how we help create the story of that great vacation has evolved as the tastes and interests of our customers have changed. We present the Meadowmere not just as the place to stay, but the place to have that great Ogunquit adventure."
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Streamlining Guest Service at the Spa Kalahari

SMS Blog·21 June 2017
Part of the Kalahari Resort in Sandusky, Ohio, The Spa Kalahari features 11 treatment rooms and a full service salon. During the high season, the Spa might have as many as 150 appointments scheduled for a Saturday. At peak times, the two receptionists may be juggling up to six concurrent arrivals and check-ins.
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Generation Experience: How the Millennial Shift Impacts Luxury Resorts

SMS Blog·20 June 2017
With more than 75 million members in the United States, the Pew Research Center has confirmed that the Millennial Generation, entering their 30’s and creating families of their own, now outnumbers the Baby Boomer Generation. Millennials are no longer the traveler of the future, rather they are the largest current generation and are the traveler of today. Their preferences and affinities are beginning to shape all of travel and hospitality, including the luxury market.

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