Lakeview Hotels and Resorts has led the charge in incorporating the right PMS into their hotel operations. With over 20 hotels, a spa, a golf course and five restaurants across Canada, Lakeview Hotels and Resorts requires comprehensive organization and attention to detail in its day-to-day operations. Profit-reaching initiatives and bottom line driven strategy led Lakeview to adopt RoomKeyPMS in 2005, keeping them ahead of the curve for over a decade.
Jeannette Clarke, Operations Manager at Lakeview Hotels and Resorts, notes that the entire team uses a wide variety of tools and features on a daily basis and speaks to the benefits of RoomKey’s data collection and reporting functionalities:
“Our executive team loves the sales reports, our sales team appreciates the production reports, our reservation agents couldn’t possibly do their jobs as efficiently without guest profiles and our accounting team likes that we can drill down into direct billing accounts and specific transaction records no matter how old they are—the data is always there!”
Among other features, Lakeview particularly benefits from the centralized guest profiles that allow them to gather information from each stay, such as preferences and demographics, and prepare better for future visits. Latest guest merge functionality allows staff members to easily update guest data at several touchpoints so that guest information is always up to date. With centralized data available, guests’ preferences are available to the front desk staff at each Lakeview-branded property across the country.
Keeping detailed guest profiles helps hotels greet newly arrived guests more personally, accommodate their preferences and increase their chance of returning to one of the group’s hotels. RoomKey allows properties to acquire and store information that can assist in creating customized offers and analyzing seasonal trends.
The efficiency and ease of using RoomKeyPMS has allowed Lakeview to establish a toll-free central booking office. Since information is stored in a single system, the call centre allows for streamlined cost and more expert guidance. The guest reservation process can be completed within 15 to 30 seconds. “Our guests know we can review their profile data very quickly, make appropriate selections and email them a confirmation without the need to keep them on the phone,” said Clarke.
Lakeview distinguishes themselves through their personalized service and interaction with guests—which RoomKey makes possible through their innovative booking system that efficiently accommodates individuals, groups or functions. As Clarke points out, “The program is very user-friendly and once you understand the flow of doing each of the tasks it is a snap to complete them accurately and efficiently.” The front desk staff at each property is free from spending time on complicated and tedious administrative tasks and is instead able to offer individualized attention to guests, allowing Lakeview to uphold the values it’s best known for.
“The team at RoomKeyPMS listen and more importantly hear what their clients are saying. The program is very good and continuously evolving,” said Clarke, “Add to this the fact they have some of the most genuine, caring and wonderful support personnel I have worked with, and it’s a win-win for all involved.”
Learn more about how RoomKey can benefit your property—and become a valuable member of your team.
Photo Credit: Flickr / Robert Linsdell