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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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Seven Simple Tips for Successful PMS Training

SMS Blog·14 June 2017
You’ve carefully evaluated your technology needs. You’ve completed exhaustive research on the different software solutions available. You’ve compared product features, pricing and calculated your return on investment. It’s time to sign on the dotted line and prepare to go live with your new property technology.
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Integration Benefits of Springer-Miller's Resort PMS and Inntopia

SMS Blog·18 May 2017
One of the biggest current trends in tourism is experiential travel. Guests want to immerse themselves in active, adventurous travel. For destination resorts and hotels, there exists a huge opportunity to connect the multitude of experiences they offer with this new intrepid consumer seeking an authentic trip. Technology can help properties offer the types of customizable itineraries that today’s traveler seeks.
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Eldorado Hotel and Spa Deploys Hosted SpaSoft Spa Management System

PAR Springer-Miller · 3 May 2017
Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, has announced that Eldorado Hotel and Spa in Santa Fe, New Mexico, has implemented its SpaSoft Spa Management System for its award-winning Nidah spa.Featuring treatments inspired by Santa Fe, Eldorado Hotel's Nidah Spa uniquely blends modern and ancient healing techniques using turquoise, chile and honey. Rated as one of the top 10 spas in the world by Premier Traveler Magazine, the 4,000 square foot Nidah spa features 7 treatment rooms offering a variety of massage treatments, body wraps, alternative therapies and full salon services."SpaSoft helps us manage the challenges of running a full service resort spa seven days a week," commented Lisa Downey, Spa Director for Nidah Spa. "The SpaSoft system helps us manage our business more efficiently while also providing a perfectly seamless experience for our guests."SpaSoft offers one of the most comprehensive solutions for hotel and resort spa management. With enhanced interfaces to the property management systems (PMS), SpaSoft enables hotel spas like the Nidah Spa to provide highly personal and detailed guest service. Utilizing the SpaSoft Hosting Services allows the Nidah Spa to leverage all of the SpaSoft functionality without having to invest in onsite hardware."We're delighted the Nidah Spa has chosen SpaSoft and joined the long list of distinguished spas using our spa management system," said Rob Selwah, President of Springer-Miller Systems. "By choosing to deploy the SpaSoft as a hosted solution they can enjoy peace of mind with assured data backups, increased security, easier upgrades and minimized onsite hardware requirements."About Eldorado Hotel and Heritage Hotels & ResortsSituated along the historic Santa Fe Plaza with a stunning backdrop of the Sangre de Cristo Mountains, the AAA Four Diamond Eldorado Hotel & Spa features 219 elegantly appointed, spacious guest rooms including select deluxe accommodations with authentic wood-burning kiva fireplaces and a terrace. The hotel features Agave Lounge, CAVA Bar and opening soon Casa Espana Nightclub. The hotel's Nidah Spa is considered one of the top destination spas in New Mexico and the Southwest. The Eldorado Hotel & Spa is managed by Heritage Hotels & Resorts and is a member of Preferred Hotels & Resorts. For reservations and information call 800-955-4455 or visit www.eldoradohotel.com. To become a fan, visit us on Facebook at www.Facebook.com/EldoradoHotelandSpa 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(r) 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(r) provides a dynamic spa and activities management solution used in more than 65% of the world's Forbes Five Star SpasVisit www.springermiller.com for more information.
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Revenue Management System Interfaces for Independent Hotels

SMS Blog·13 April 2017
Revenue Management Systems (RMS) are having their day. They have a solid track record of increasing revenue for hotels and provide a means to optimize profitability in both low and high demand cycles. Even in a soft market, or especially in a soft market, RMS use sophisticated algorithms that allow hotels to price their availability to greatest effect. Revenue management systems provide a way to more easily manage an effective pricing strategy, as well as expand your available markets.
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Springer-Miller and FreedomPay Delivering World-class Commerce Solutions and Transforming Customer Experience

PAR Springer-Miller · 6 April 2017
STOWE, VT -- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality management systems, today announces the integration of its SMS|Host Hospitality Management System with the FreedomPay Commerce Platform.The SMS|Host integration enables Springer-Miller to offer customers end-to-end protection for credit card payments made through FreedomPay's cloud-based global payments platform supported by Microsoft Azuretm. The FreedomPay Commerce Platform is the first PCI-validated point-to-point encryption (P2PE) solution with EMV, NFC, Dynamic Currency Conversion and real-time data capabilities that delivers on a global scale.FreedomPay's platform simplifies payment security by providing complete card data security for all transacations by ensuring that sensitive cardholder data is encrypted at the point of interaction and replaced with surrogate values in the customers' POS and network environments. FreedomPay's PCI-valdated P2PE solution, enables Springer-Miller customers to realize cost savings by reducing annual PCI DSS audit and compliance scope while also minimizing the impact of a data breach.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 to ensure a seamless operating environment for hotels and resorts. SMS|Host provides the tools to power impeccable guest-centric service."Hotels and resorts are looking for the most up-to-date payments technology. By adding this integration with FreedomPay, we can offer our SMS|Host customers access to truly comprehensive payment security as well as offer a secure solution for our international customers," said Chris Donahue, Director of Product Management for Springer-Miller. "FreedomPay's platform is fully integrated and EMV certified with major card processors enabling Springer-Miller's customers to rapidly deploy validated EMV-ready P2PE payment terminals and benefit from lower card-present fraud and card issuer charge-backs. The platform is also capable of processing mobile wallet transactions from Apple Pay, Samsung Pay and Android Pay allowing guests to use their preferred payment method while delivering the peace of mind that their card data is safe."As the premier provider of secure commerce solutions, FreedomPay is focused on building strong relationships with leading point-of-sale technology providers across the hospitality industry," said Christopher Kronenthal, chief technology officer at FreedomPay. "With our latest integration to SMS|Host Hospitality Management System, we are able to offer Springer-Miller's customers a commerce solution that not only secures their payment environments, but also delivers value-added services that truly transform the guest experience."Springer-Miller's global customers also benefit from FreedomPay's unique hybrid-cloud architecture supported by Azure, which allows for rapid deployment of its leading edge payment platform across continents. The FreedomPay's Commerce Platform is also available with Springer-Miller's SpaSoft spa management system.About FreedomPayFreedomPay, a global technology leader at the forefront of commerce connectivity is the best way for merchants to simplify complex payment environments. Leading companies in retail, hospitality, lodging, gaming, education, healthcare and financial services trust FreedomPay to deliver unmatched security and advanced value added services. First to be validated by the PCI Security Standards Council in North America for Point-to-Point Encryption (P2PE) along with EMV, NFC and DCC. FreedomPay delivers the broadest library of integrations across top point-of-sale and device manufacturers and notable payment processors, fully supported by rapid API tool kits for ISV's. The FreedomPay Commerce Platform operates on the Windows Platform and is fully supported by the security and scalability of the Microsoft Azure cloud. For more information, go to www.freedompay.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(r), a dynamic activities management and scheduling software solution for luxury spas. Visit www.springermiller.com for more information.
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Luxury Resorts Welcome Newest Enhancements Included in Version Upgrade for Springer-Miller's SMS|Host PMS

PAR Springer-Miller · 4 April 2017
STOWE, VT -- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, announces that the latest version of the SMS|Host Property Management System is now available.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 for hotels and resorts. With this new version, SMS has added a considerable amount of functionality to SMS|Host that will help properties streamline processes such as rates and packages, emailing folios and managing their guest data."Our customers are really excited about this new upgrade for SMS|Host and the advancements that we're making with our solutions," commented Robert Selwah, President of Springer-Miller Systems. "These version updates help our customers drive and improve their operations, better serve their guests and improve their satisfaction with SMS as a technology provider."This new release includes user experience updates to key modules in SMS|Host, including over 80 screens. SMS has been continuously updating the user experience over the past five years. These updates make it easier for users to parse information by organizing screens so related information is grouped together. Streamlining common workflows and tasks improves the ease of use and the updated visual design appeals to today's system users."This is the largest new release we've had for SMS|Host in ten years. Not only does it feature extensive new features and user interface updates, but removing SMS|Host from PA-DSS scope and offering it as a hosted solution positions SMS|Host to continue to lead the luxury hospitality technology industry far into the future," continued Selwah.With version 21.0, Springer-Miller Systems has eliminated exposure to cardholder data from within the SMS|Host operating environment by using point-to-point encryption and tokenization capabilities with our partner's payment gateway solutions. This eliminates SMS|Host from PA-DSS Scope, helping properties to save money and time on their PCI Compliancy efforts and ensuring that guest cardholder data is protected."We know from speaking to our customers that they're energized and excited about upgrading to this new version and taking advantage of all the new features and capabilities," commented Selwah.Springer-Miller Systems offers complimentary 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, Customer Community and live monthly webinars.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(r) 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(r) provides a dynamic spa and activities management solution used in 65% of the world's Forbes Five Star Spas.Visit www.springermiller.com for more information.
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Defining Out of Scope

SMS Blog·30 March 2017
Interview with Chris Donahue, Director of Product Management There is some great news about the latest version updates of both the SMS|Host property management system and SpaSoft spa management system. These latest version releases have been validated as out of PA-DSS scope. This certainly sounds like a good status update, but what does it mean, why should you care, and how might it affect current SMS|Host and SpaSoft users? The world of PCI Compliancy and PA-DSS Validation can be confusing. In addition, requirements are always changing. Most PMS and spa management system providers are not supplying products that are “out of scope” and so the term is unfamiliar to many people.
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Springer-Miller Spa and Hotel Clients Achieve Prestigious Forbes Five Star Ranking

PAR Springer-Miller · 8 March 2017
Springer-Miller Systems (SMS), the leading technology provider of global Hospitality Management systems, today congratulates our clients named to the 2017 Forbes Travel Guide listing of Four and Five Star Hotels and Spas.Achieving the ranking as a Four or Five Star property represents a distinct honor, achieved through rigorous perfection of all aspects of guest service. A property can only achieve this status after consistently demonstrating exemplary attention to detail in both their services and facilities.Springer-Miller Systems applauds the 28 Five Star and 20 Four Star properties that utilize the SMS|Host Property Management System and is proud to support our clients in their pursuit of excellence. The technology provided by SMS|Host plays a pivotal role in how our customers provide their incredible guest-centric service.Springer-Miller Systems would like to recognize the following hotel customers that have received the Forbes Travel Guide Five Star designation for the first time:Mandarin Oriental, BarcelonaMandarin Oriental, TaipeiThe Resort at PedregalSolage, An Auberge Resort"Congratulations to all the Four and Five Star Award recipients," commented Rob Selwah, President of Springer-Miller. "Achieving the standards set by Forbes Travel Guide takes incredible dedication and attention to detail. We're pleased that so many of these highly-rated hotels rely on our hospitality solutions to help them deliver the utmost guest experience."Over 65% of Forbes Travel Guide Five Star Spas have chosen to use the SpaSoft Spa Management System. With 37 of the 56 spas on the newly released list utilizing Springer-Miller's spa management solution, SpaSoft is recognized as the "must-have" technology for of the world's most luxurious and guest-focused spas to deliver the Five Star guest experience.Springer-Miller Systems would like to recognize the following spas for receiving the Forbes Travel Guide Five Star designation for the first time:ESPA at VdaraESPA at The Ritz-Carlton, MacauThe Ritz-Carlton Shanghai, Pudong SpaSense, A Rosewood Spa at MayakobaThe Spa at Mandarin Oriental, Taipei"Five Star spas choose SpaSoft because it is the most comprehensive spa solution on the market," added Selwah. "We created SpaSoft specifically for the luxury spa market and we're proud to be the solution of choice for Five Star spas. It's a pleasure to celebrate our customers that have achieved this notable distinction."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(r) 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(r) provides a dynamic spa and activities management solution used in more than 65% of the world's Forbes Five Star Spas.Visit www.springermiller.com for more information.###
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Sherry Cuti Joins SpaSoft as Regional Account Manager

PAR Springer-Miller · 2 March 2017
Stowe, VT-- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, today announces Sherry Cuti has joined SpaSoft as Regional Account Manager for the Northern region of North America.A true spa professional, Sherry has over 16 years of experience with spa and salon software sales. Prior to joining SpaSoft, she served as an Account Manager for Shortcuts Software and SpaBiz. Sherry's background as a spa director helps her to better understand the needs of her customers and how they can optimize their business with SpaSoft."Sherry's depth of knowledge of the spa industry is a great asset to SpaSoft and to our customers," commented Michelle Young, Vice President, Sales & Marketing for Springer-Miller Systems. "We're excited to add Sherry to our growing Spa team. Hosting, enterprise management and superior online booking capabilities continue to move SpaSoft ahead of the competition., this is an exciting time for SpaSoft."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(r) 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(r) provides a dynamic spa and activities management solution used in 70% of the world's Forbes Five Star SpasVisit www.springermiller.com for more information.
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New Properties Live with Springer-Miller's SMS|Host PMS

PAR Springer-Miller ·28 February 2017
STOWE, VT -- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, is pleased to showcase some of the properties that have recently gone live with the SMS|Host Hospitality Management System. More than a PMS, SMS|Host's guest-centric focus and depth of resort functionality and integration allows these properties to streamline their operations while enhancing guest service.These properties chose SMS|Host after a careful evaluation of their expected ROI (Return on Investment). Automating guest service and management processes with SMS|Host reduces the number of staff hours needed to complete those tasks. This results in a reduction in staffing requirements, an increase in cost savings, as well as fewer errors that could impact guest satisfaction. In addition to providing tools for greater efficiencies and property savings, hotels and resorts increase their revenue by implementing SMS|Host's key features and tools to maximize bookings and on-property guest spend. Recent new installations of SMS|Host include:The Ranch at Rock Creek in Philipsburg, Montana -- Nestled in one of Montana's most pristine valleys, The Ranch at Rock Creek offers year-round unique vacations on an authentic 19th century homestead. The Ranch balances Western adventure with lavish all-inclusive amenities.The Henderson Beach and Spa Resort in Destin, Florida -- With a relaxing residential design, The Henderson embraces the nostalgia of a manor by the sea from days gone by. Thoughtfully designed as your home away from home, The Henderson features 170 spacious guest rooms and suites including sixteen specially designed spa rooms.The Limelight Ketchum in Ketchum, Idaho-- Ketchum is the newest home for Limelight Hotels. It offers a lounge that's becoming the center of town, a staff that holds Ketchum's treasures close to its heart and a passion for making guests feel as comfortable as the town has done for Limelight.Edgewood Tahoe in Stateline, Nevada-- Edgewood Tahoe has crafted new beginnings amongst a storied setting. Where daydreamers unwind in sand while adventure-seekers explore the Sierras. Where both--loungers and roamers alike--are met with personalized service, unprecedented stewardship and unparalleled accommodations."We're excited to showcase these new SMS|Host properties," commented Robert Selwah, President of Springer-Miller Systems. "As one of the top property management system providers to the luxury and upscale resort markets, our customers rely on the fully-integrated functionality of SMS|Host to exceed guest service expectations."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. SMS|Host users are backed by Springer-Miller's 24/7/365 live customer support team.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(r) 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(r) 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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Power Up Your Spa Collection

SMS Blog·23 February 2017
Spas require critical operational data to maintain optimal business operating ratios and make key business decisions. SpaSoft allows for larger spa operations with multiple locations to manage all of their spas from a single database. Now, management can access enterprise level reporting. Guests will experience better customer service with guest profiles shared among all of the member spas. For corporate spa groups or spa management companies, SpaSoft Enterprise helps management ensure consistency across the collection. It saves time when opening new spas, expediting software set up. It also helps to ease the burden of software management at the individual spa sites, allowing more time for those spa managers to assist guests and ensure a great spa experience for guests.
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Sothys Spa at Lucky Dragon Launches with SpaSoft Spa Management System

PAR Springer-Miller ·22 February 2017
STOWE, VT -- February 21, 2017 - Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, has announced that Lucky Dragon has chosen SpaSoft Spa Management System for its Southys Spa in their new Las Vegas Casino Hotel.The first new-build casino in Las Vegas in six years, Lucky Dragon has created an authentic Asian cultural and gaming experience. The Lucky Dragon features a nine-story hotel with 203 rooms, 27,500 square feet of casino space, a pool designed to create an oasis garden escape for hotel guests, five Asian-inspired restaurant concepts, and an intimate spa experience.Lucky Dragon partnered with Sothys to provide guests an unforgettable sensory experience at their spa. From Sothys signature facial and body treatments and unique Digiesthetique(r) massage methods to full concierge and express services, the Sothys Spa at Lucky Dragon Hotel and casino strives to provide for every skin and body care need in a luxurious and tranquil environment."We have so much positive energy flowing through Lucky Dragon, we're excited to have the SpaSoft system to support our busy spa," commented Amy Rockwell, Spa Director for Lucky Dragon. "The Enhanced PMS interface really helps us provide excellent guest service to all of our hotel guests."As one of the top global spa management solutions on the market, SpaSoft enables Sothys Spa at Lucky Dragon to provide the unobtrusive, personalized guest service for all spa guests. The SpaSoft system provides the spa with the tools they need to manage guests, appointments, providers, resources and more. The comprehensive reporting allows the spa to easily access data and make decisions that will enhance their spa business."Sothys Spa at Lucky Dragon is an excellent example of the world-class spas utilizing SpaSoft around the globe," said Rob Selwah, President of Springer-Miller Systems. "We're extremely pleased to be their spa management system provider of choice," added Selwah.About Lucky Dragon Hotel & CasinoLucky Dragon Las Vegas is a brand new boutique-style casino resort designed to create an authentic Asian cultural/gaming experience. The resort is located on the north end of the Las Vegas Strip near the Stratosphere and SLS Las Vegas. Visit luckydragonlv.com to learn more.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(r) 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(r) 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 Promotes Carson Foerster to Director of Sales

PAR Springer-Miller ·19 January 2017
STOWE, VT -- January 19, 2017 --Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, today announces the promotion of Carson Foerster to Director of Sales.As Director of Sales for Springer-Miller's hotel products, Foerster leads a team of Account Managers and Sales Managers focused on relationships and opportunities within the independent and chain hotel segments. With over 13 years of experience at Springer-Miller, he enjoys working closely with his accounts to better understand their business operations and assist them in leveraging their Springer-Miller Software to better drive revenue and guest service.Foerster joined Springer-Miller as an Installation & Training Specialist and also served as an Implementation Coordinator and Strategic Account Manager. He has Bachelor of Science in Business Administration and MBA degrees from Champlain College. Prior to joining Springer-Miller Systems, Foerster worked for Wyndham Hotels & Resorts."Carson's commitment to our customers and our company is extraordinary," commented Michelle Young, Vice President, Sales & Marketing for Springer-Miller Systems. "He has proven himself an essential link between Springer-Miller's high-profile, worldwide customers and our products and services."In addition, Brian Graffam has been promoted to Sales Manager for Springer-Miller's Corporate Accounts. James Osborn has been promoted to Regional Account Manager for Northern North America. In these roles, Graffam and Osborn will continue to build relationships and drive growth focused on Springer-Miller's luxury hotel products."I'm very excited to be able to recognize their efforts and look forward to continuing to support their success in customer relationship building," continued Young.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(r) 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(r) provides a dynamic spa and activities management solution used in more than 70% of the world's Forbes Five Star SpasVisit www.springermiller.com for more information.
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SpaSoft Adds Enterprise Functionality

PAR Springer-Miller ·17 January 2017
STOWE, VT -- Springer-Miller Systems (SMS), the leading provider of guest-centric hospitality and spa management systems, today announces the general availability of the latest version upgrade for SpaSoft Spa Management System.Spas require critical operational data to maintain optimal business operating ratios and make key business decisions. SpaSoft now allows for larger spa operations with multiple locations to manage all of their spas from a single database. Now, management can access enterprise level reporting. Guests will experience better customer service with guest profiles shared among all of the member spas."Due to the competitive nature of the market, spas are highly focused on actionable data to manage their business, commented Michelle Young, Vice President of Sales and Marketing for Springer-Miller Systems. "Spa directors need immediate access to their important data and analytics in order to make timely business decisions. SpaSoft Enterprise provides that competitive edge with actionable, enterprise level data."SpaSoft Enterprise leverages the benefits of SpaSoft Hosting Services to remove on-site hardware and connect spas in the cloud. In addition to powering SpaSoft Enterprise, SpaSoft Hosting Services can provide individual spas with greater security and back-up benefits and lower capital investments by removing expensive on-site hardware.With version 6.0, SpaSoft has eliminated all cardholder data through the use of point-to-point encryption and tokenization with partner payment processing systems. This eliminates SpaSoft from PCI Scope, helping spas to save money and time on their PCI Compliancy efforts and ensuring that guest cardholder data is protected.There are many more enhancements included in the latest version of SpaSoft. By continuing to invest in spa management technology, SpaSoft empowers clients to achieve greater business success and guest satisfaction.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(r) 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(r) provides a dynamic spa and activities management solution used in more than 70% of the world's Forbes Five Star SpasVisit www.springermiller.com for more information.
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7 Ways to Start Your New Year with Energy and See Results All Year Long

SMS Blog· 5 January 2017
Reboot Your Role in the New Year with These Seven Pieces of Inspiration For hospitality professionals, the start of the New Year is an excellent time to identify opportunities to create role-based growth objectives. Even if you don’t make “New Year Resolutions”, welcome the occasion to identify your potential, form a plan and make a new start. Set some goals to fill your job with energy in 2017. Begin by choosing reasonable targets. Not only are you more likely to achieve them, but you’ll more quickly enjoy the feeling of success. Examine those parts of your career over which you have control and focus on goals that will improve your experience in those areas.
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Create a Spa Customer Retention Plan

SMS Blog·16 December 2016
Ten Tips to Retain Existing Customers and Create the Foundation for Growing Your Spa Once you’ve won a new customer, the battle isn’t finished. You need to secure that customer for life. Consumers are well educated on their choices and prepared to take their business elsewhere. If your operation doesn’t exceed their expectations and create a personal connection, they are prepared to seek that spa experience from a competitor.
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Host Users Group Conference Showcases Future of SMS|Host PMS

PAR Springer-Miller ·13 December 2016
STOWE, VT -- The 2016 Host Users Group conference was attended by over 300 individuals representing more than 100 different hotels, resorts and spas. They gathered at the Innisbrook Resort in Florida for five days of learning and networking. Distinguished as the only users' group within the hospitality technology industry run by the users, for the users, HUG provides members with a united forum through which users can share knowledge, create solutions and influence product direction for Springer-Miller's products that include the SMS|Host(r) property management system, SMS|Touch Point-of-Sale and SpaSoft(r) Spa Management System.This 2016 Conference provided a forum for Springer-Miller's product experts to unveil a large slate of SMS|Host enhancements due in the impending v21 release, as well as upcoming technology advances including the introduction of SQL Server and the ability to run SMS|Host in a hosted environment."Our job is making our customers' lives and jobs easier," commented Rob Selwah, President of Springer-Miller Systems. "We all want that seamless hospitality experience where the technology is an enabler, not a blocker, and we're excited to have the opportunity at the Host Users Group Conference to reveal these enhancements that will help our customers provide that experience to their guests."Click here to watch the product announcements released at the 2016 Host Users Conference"The Host Users Group provides an incredible opportunity for users of the SMS|Host system to come together," commented Rich Morehouse, Director of Revenue and Central Reservations of Snowbird Resort and the chair of the 2016 Host Users Group Board of Directors. "It's a very unique group in our industry and we're proud to continue to build upon 26 years of HUG Conferences and collaboration with the Springer-Miller Systems team."Other highlights of the 2016 conference agenda included over 70 breakout sessions with content and training targeted to multiple roles: front desk, reservations, information technology, revenue management, golf/spa/recreation, food and beverage, housekeeping/engineering, and accounting. Professional speaker, Christine Cashen, provided a keynote presentation entitled "Stop Global Whining!"Sessions and discussion groups led by SMS|Host users offered other users the unique opportunity to learn best practices from their peers. Springer-Miller product experts also led in-depth training and industry trend discussion sessions.The HUG Board of Directors sets the agenda for the conference as well as the strategic direction for the users group, focusing on enhancing the networking and educational value for all the members. Through a monthly newsletter and online presence, the HUG Board of Directors extends the user community beyond the conference.The 2016 HUG Board of Directors includes Rich Morehouse, Snowbird Resort; Marie Bell, Darien Lake; Denise Spain, ARAMARK Mesa Verde; John Miller, Purgatory Resort; Justin Davis, Provident Resorts; Adrienne Dyson, Lake Austin Spa Resort; Edgar Rhee, Pebble Beach Resorts and Rick Arrington, Edgewater Beach Resort.The 2017 Host Users Group Conference will be held November 12-16, 2017 at Nemacolin Woodlands in Western Pennsylvania. In addition to content specific for users of the SMS|Host Hospitality Management System, the 2017 conference will also include discussions and trainings for users of Springer-Miller's SpaSoft Spa Management System. Look for a complete conference agenda and registration to be available in mid-2017.About the SMS|Host Users GroupThe Host Users Group inc. has been formed to assist members in maximizing the utilization of business systems developed and/or provided by Springer-Miller Systems. The organization serves it's members by providing a united forum through which users can share knowledge, create solutions and influence product direction. For more information on the SMS|Host Users Group visit the web site at www.smshug.org.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(r) 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(r) provides a dynamic spa and activities management solution used in more than 70% of the world's Forbes Five Star SpasVisit www.springermiller.com for more information.###
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Revealed at HUG - The Future of SMS|Host

SMS Blog· 6 December 2016
The 2016 Host Users Conference took place in early November at the Innisbrook Resort near Tampa, Florida. Over 300 users, partners and SMS team members gathered to share their knowledge and experience in everything related to SMS|Host, SpaSoft and hotel and resorts. This year’s conference was a particularly exciting one for product announcements. The product team unveiled a large slate of SMS|Host enhancements due in the impending v21 release, as well as upcoming technology advances including the introduction of SQL Server and the ability to run SMS|Host in a hosted environment. All of these improvements ensure that SMS will continue to provide the fully-integrated property management system features and functionality that you rely upon to successfully manage your operations and do so in a contemporary, flexible and technologically secure manner.
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Credit Card Liability Shift Affects Spas

SMS Blog· 5 December 2016
It is now over one year past the October 2015 deadline for EMV and many businesses, including spas, have not yet made the move to accommodate chip cards as EMV. In order to make the switch, businesses need to upgrade to the new chip readers and processing technology, a hurdle that some spas have been unwilling or unable to jump.
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Technology Priorities for Independent Hotels and Resorts

SMS Blog·19 October 2016
As hotels and resorts look back over the past year and plan goals, objectives and budgets for the year ahead, there are several technology themes that we expect will capture executives’ time and dollars. Although they are technical in nature, software plays a strong role in operations, finance and marketing for the hospitality industry. These themes can also be expected to impact goals and objectives for the hotel and resort organization as a whole.
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What Makes Your Hotel Software Unique?

SMS Blog· 5 October 2016
This is one of the most common questions we are asked when talking to hoteliers. With so many different hotel management systems in the market, it is difficult to keep up with the primary system suppliers, let alone the newcomers and niche players. As a primary technology supplier to the world’s finest resorts and spas, this question is easy for us to answer. Here are the top five characteristics that set Springer-Miller Systems’ hotel management software apart from other providers:

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