M3 Releases New Features Within Labor Management Mobile App

GWINNETT, GAM3 is proud to add exclusive and advanced features to its mobile app, M3 Labor. Through the power of M3 Labor, users now have the ability to render the application in Spanish, provide for punch collection, and submit time-off requests for approval. These new features are targeted to ease the process of requesting time off for hotel employees and create an easy-to-use bilingual platform that will better serve M3 customers.

M3 launched M3 Labor in June 2021. The initial release allowed management users to easily monitor hours and performance KPIs from their mobile devices via custom labor variance dashboards, which present metrics, such as hours worked, labor dollars, POR (Per Occupied Room), and more.

“With the high adoption rate of the app across the M3 customer base, we saw the need for added functionality that will help hoteliers manage labor and increase productivity. With mobile applications on the rise, we want to ensure that hoteliers can effectively manage their labor, through the app itself, without logging into a desktop computer,” said Labor Management Product Owner, Steve Pappas.

The added functionality of bi-lingual capabilities will be helpful for non-native English speakers and those who would prefer Spanish text. M3 Labor will now allow the user to set their personal language preference while displaying all of the same information and features on the app as it would appear in English.

Punch collection will allow hotel employees to submit time punches from their mobile devices with unique selections for property and job assignments when necessary. This new feature functionality aims to streamline the clock-in-clock-out process for employees on every level.

The request time off portal will allow hotel employees to request PTO (Paid Time Off) and managers to approve the request within the mobile application. This new functionality will simplify the request off process for hotel employees and managers and directly insert approved time off into the employee pay record and schedule.

M3’s proprietary workforce management solution, Labor Management, is used by over 32,000 employees working in over 1,000 hotels across North America. The M3 Labor mobile app is made to simplify technology for hoteliers, allowing them to monitor their largest expense, labor, in the palm of their hands. M3 has multiple new releases planned for the remainder of the year that will truly allow hoteliers to manage all facets of labor from their mobile devices.

Current and future M3 Labor Management customers can now download and access the app in the Apple App Store or Google Play Store using their Labor Management login credentials. The app is available for both iOS and Android devices.

To learn more about M3 or to request a demo, visit www.m3as.com.

Benchmark Resorts & Hotels and Maestro PMS Continue Growing Together Over Two Decades

“Coming together is a beginning; keeping together is progress; working together is success.” These words, spoken by American industrialist and business magnate Henry Ford, are the ideal representation of the two-decade relationship between Benchmark®, a global hospitality company, and Maestro, the preferred browser based cloud and on-premises property-management system for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups.

“Benchmark has been operating with Maestro PMS for many years,” said Anthony Gaeta, Benchmark SVP of Technology“They were a good fit for our diverse multi-property portfolio back in 2000 when our partnership began, and they are an even better fit for our expanded global enterprise today. Not only does Maestro keep up with our technology demands from a security perspective, but they continually evolve as our requirements change.”

“Operating in our own managed private cloud makes it extremely easy for us to onboard properties as we add new hotels and resorts to the system,” he said. “The Benchmark corporate team knows the full functionality of the Maestro PMS quite well. Add to that the efficiency and responsiveness of Maestro’s on-boarding teams, and we can get a property transitioned in short order. This, together with the built-in learning materials and live chat help, has made it extremely easy for us to assist new front desk employees with training and orientation.”

Mid pandemic, Benchmark converted all properties from Windows to the Maestro Web Browser Version to have a consistent look and feel across all properties. This is a big advantage because it is enabling the independent operator to transition people from property to property quickly as human resource demands change.

“Having this level of consistency at all hotels running on Maestro helps us create greater efficiencies, and it also aids with taskforce management,” Gaeta said. “The Maestro Web Version also improves the delivery of the solution via a secure web browser connection over the Internet to our properties, keeping the system performance optimal and reliance on our IT teams lighter.”

It was during COVID that Maestro really shined, Gaeta said. The company’s mobile housekeeping app, for example, proved to be a game changer for many properties. Running on any mobile device including iPhone, Android, Windows Handhelds, and tablets, and integrated into Maestro Front Office, the mobile housekeeping app is being used by Benchmark resorts and hotels to remotely update room status (attendant in room, vacant/occupied, clean/dirty, etc.). Maestro’s soft-check-in feature works well with the housekeeping app, allowing guests whose rooms are not ready to use on property amenities and charge these to their stay while their room is being prepared. When a room is ready to be occupied, the system automatically triggers a text message to the registered guest stating: “Your room is now available. Please come by the front desk to pick up your keys.”

The app also protects staff by controlling the availability of rooms and setting a configurable 48-hour time buffer between the time a guest departs and the next guest arrives. During the height of the pandemic, this was especially important, as housekeepers did not have to enter a previously occupied room until it sat vacant for 48 hours ensuring that contaminants are contained and have had time to dissipate before disinfecting and sterilizing surfaces.

Gaeta said Maestro’s contactless tools, such as online registration and pre-check in, digital registration card, pre-payment portal, mobile express check out, spa activities intake form, and text messaging for guests are also proving to be invaluable to staff who prefer to put some distance between themselves and guests for personal safety. Adopting the latest mobile check-in tools is next on Benchmark’s list of considerations as the company evaluates guest experience demands at its properties.

Strong Support, Solid Integrations
“Maestro’s support during COVID did not waiver,” Gaeta said. “For hotels that remained opened, Maestro was there, always ready to assist. It was reassuring to everyone, especially those working from home. When recently bringing on more Benchmark managed properties, such as Spruce Point Inn and the Texas A&M Hotel and Conference Center, the ability for us to be self-managed in our private cloud and access Maestro securely via web browser was enormous.”

“Another critical component of working with Maestro is the solution’s ability to interface to other third-party vendors, such as Agilysis Infogenesis POS, ALICEAmadeus/Delphi Sales & Catering, ASSA ABLOY/VingCardCendyn/RevintelMicrosOneStream™Sabre/SynxisSALTO Keylock SystemsShift4TravelClickZingle and others,” he said. “There was never a point during COVID that we had to worry about our PMS or its ability to connect with other peripheral property systems. As a global hospitality company, we are committed to implementing technologies that will protect our staff and keep our guests safe from the moment they book to the time they leave our hotels. Maestro is key to helping us honor that commitment.”

The following Benchmark properties representing 2,224 rooms, are relying on Maestro Front Office for Dynamic Yield Management, Advanced Group Management, GDS/OTA Integration, Central Reservations, eCRM, Guest Profiling, Concierge, Housekeeping, A/R, Analytics, and more: Chaminade Executive Conference Center, Costa D’Este, Edith Macy Conference Center, Heldrich Plaza, Hotel Contessa, Hotel Cardozo, Snow King Resort, Spruce Point Inn, Stonewall Resort, Texas A&M University, University of Chicago Rubenstein Forum and Quadrangle Club, and Verizon Basking Ridge.

“When a global hotel company of Benchmark’s caliber remains a satisfied customer for more than 20 years, it speaks volumes about our technology and support,” said Warren Dehan, Maestro President. “This hotel company is dedicated to creating unique experiences for discerning travelers. Even though no two properties are alike, it is important that Maestro PMS delivers consistency on the back end to ensure a frictionless guest experience from booking to express check out and everything in between. We are honored to call Benchmark a 20-year customer and we can’t wait to see how our relationship evolves and technology demands change as travel resumes and the industry stabilizes in the weeks and months ahead.”

Maestro PMS Debunks 8 Myths of Mobile Check-In to Help Independent Hoteliers Better Understand What This Technology Can and Cannot Do for Their Hotels

For many hoteliers, 2021 is likely to be a year of experimentation, both with new technology and existing tools that have gained new purpose. The abrupt end to the previous business cycle, brought on by the arrival of COVID-19, showed the industry guests are looking for increased flexibility with regards to the check-in process. Maestro, the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups, is working diligently to educate independent hoteliers about the benefits of this in-demand mobile technology.

“Traveler interest in mobile check-in was rising before the pandemic, but today it is almost a necessity to secure hotly contested bookings,” said Maestro President Warren Dehan. “Unfortunately, many hoteliers interested in offering the service are holding back due to common misperceptions about what this tool can and cannot do for their hotels. Here are eight myths our sales team routinely encounters and continually works to debunk when speaking to hoteliers about adding this in demand and contactless guest-service module to Maestro PMS.”

Mobile Check-In Myth #1: Mobile check-in requires an intricate and existing technology infrastructure. When discussing alternative check-in technologies, you do not need to be a large, branded hotel to divert attention away from the front desk and speed up the check-in process. Any property, across every hotel segment and independent classification, can easily add mobile check-in if the technology is supported by the hotel’s property-management system provider either through a proprietary application or via a third-party integration to industry leading providers.

Mobile Check-In Myth #2: To process mobile bookings and provide contactless check-in the hotel must have Bluetooth Low Energy electronic door locks, as the service requires guests to have access to a smartphone. While BLE door locks can provide a more expansive end-to-end check-in experience, there are many ways to provide mobile check-in without them.

Mobile Check-In Myth #3: To facilitate mobile check-in, the hotel must offer a branded app. The most common way for hotels to manage mobile guest bookings is through a branded smartphone app, but solutions also exist for guests who do not want the hassle of downloading another app. Hotels without an app can push messages directly to travelers through the PMS, notifying them to stop by the front desk and collect a key on the way to their room. This way, even hotels that want their guests to be free from having to download an additional app, or those without a robust technology budget, can take advantage of mobile check-in.

Mobile Check-In Myth #4: Mobile check-in should only be featured at hotels targeting younger guests, such as Millennials. Since the purpose of this technology is to provide guests with a greater level of choice so that they may travel on their own terms, mobile check-in is suited for all travelers, regardless of the types of hotels they prefer. Some hoteliers have been falsely led to believe this technology will only be used by younger generations of guests and therefore it not worth the investment. The reality is that today anyone with a mobile device could potentially be interested in mobile check-in. After all, even traditionally outgoing travelers may be faced with safety concerns or sometimes hit a wall after a long day on the road and would prefer to skip right to their room.

Mobile Check-In Myth #5: Mobile check-in is cost prohibitive. Since its inception, mobile check-in has been viewed as a tool for hotels in large chains, backed by big brands, and able to weather the complexity of such a service. FALSE. The incremental costs associated with mobile check-in are miniscule considering the utility they provide, and if hotels choose not to invest in BLE door locks, installation costs are even lower. Advancements in the technology and its implementation are making mobile check-in cost effective for everyone, including operators of independent hotels, leveling the playing field with larger properties across the board.

Mobile Check-In Myth #6: Guest engagement levels decrease with mobile check-in. It can be argued, to a certain degree, that there are some elements of guest interaction that will disappear as hotels implement mobile check-in. However, operators must also consider that there are many travelers who simply don’t want a self-service stay. With the right PMS provider, a la carte tools are providing the option of in-person guest service (or front desk attendant check-in) when it is wanted and self-service (mobile check-in) when it is not, meeting the needs of ALL guests.

Mobile Check-In Myth #7: Mobile check-in puts a wedge between high-touch service and guest interactions. Providing choice should be seen as a guest service improvement, not a hindrance. The essence of hospitality comes from finding common ground between hotels and guests, and this cannot be achieved if hotels are resistant to providing the experience guests’ desire. Instead, embracing the changing elements of the hotel experience can provide greater engagement than ever before by interacting with guests when they are at their most comfortable.

Mobile Check-In Myth #8: Hoteliers lose revenue opportunities when providing mobile check-in. Operators can embrace these tools to aid in upselling rooms, adding amenities to bookings, and more, or they can provide an expanded check-in experience for each guest, facilitated over mobile bookings. This technology has made such a great impact on the industry because it can be used by anyone with a mobile device, allowing operators to nimbly cater the check-in experience to each individual guest’s preference.

To learn more about Maestro’s mobile and contactless guest engagement tools, including Mobile Preregistration, Mobile Prepayment Portal, and Digital Reg Card with Guest Interactive Updates, click here. To access a host of resources, including whitepapers, eGuides, and more about guest engagement and PMS buying, click here.

What Hoteliers Want from Their PMS in 2021; Top Features Requested by Hoteliers as They Prepare for Reopening

It is not surprising that 2021 brought with it a lot of hotel operational changes as management had ample time last year to evaluate which technology solutions were working and which were not. What many hotels are discovering — based on the increasing call volume to our North America sales team — is that their current property-management systems do not have the breadth of features or the contactless tools needed to support returning guests along their journeys. Certainly, they want to offer a contactless and touch-free guest experience complete with mobile check-in and express check-out, mobile room keys, digital registration cards, and a digital guest itinerary. And their wish lists do not stop there. In speaking with prospective customers from the independent hospitality group sector over the past several months, we are repeatedly hearing the same requests for more choice, more flexibility, more functionality, and much more customer service.
macgraphic - What Hoteliers Want from Their PMS in 2021; Top Features Requested by Hoteliers as They Prepare for Reopening - Innovative Property Management Software Solutions Powering Hotels, Resorts & Multi‑Property Groups.

One of the biggest problem’s that hotel and resort operators are facing is the inability to attract and retain staff. If you think this human resource issue cannot be addressed by the PMS, think again. Today’s hotel employees are wearing multiple hats. A person may be working the front desk on Monday, assisting in the restaurant on Tuesday, working the Pro Shop on Wednesday, the Spa on Thursday, etc. If a hotel has disparate systems across their outlets, that means team members must know how to operate multiple systems. That could be a nightmare, especially if the team member is a relatively new hire and is not familiar with hotel technology. Although staff may do their best to learn these different solutions, it’s likely not what they signed up for, and soon the employee may get frustrated and leave.

So, in addition to the demand for contactless tools, hoteliers are saying they want the ability to run multiple outlets from a single solution with one database. They want front office, sales and catering, spa and activities, booking engine, mobile and contact free guest engagement, mobile and contact free operations, data mining analytics, membership, retail point of sale, condo and owner/vacation rental management, loyalty, work order management, gift card management, guest experience management/surveys, mobile housekeeping, customer-relationship management, guest communications, and two-way text messaging to operate on a single platform.

Giving employees a single solution and a single login to learn and operate the technology, and the ability to cross book and view activity for all outlets, arms them with the ability to focus on their important tasks and not struggle with disparate systems and user interfaces. They will excel when they can use an integrated solution rather than rely on interfaces between systems with non-centralized guest profiles and stay data ultimately helping them do their jobs better, and with a lot less stress. It will enable them to hop from one department to the next if needed with ease. And, when the technology is quickly mastered, it will give employees pride in their work and a sense of accomplishment. In the end, having the tools to effectively do your job is satisfying and rewarding, and helps build better team players. Selecting the right PMS partner speaks directly to attracting and retaining hotel employees for the long term.

Next, hoteliers are saying they want complete autonomy and power of choice in their PMS platform deployment if the options support mobile and contactless guest engagement from booking to in house to check out. While some operators opt for a cloud-based PMS today — one featuring browser access deployed in a multi-tenant environment — there are others that for many reasons would prefer choices in their deployment, yet still desire a web browser-based solution.

Due to many factors, such as remote location with spotty internet, or simply wanting the data server under their own management, operators are asking for the best of all worlds, and want their modern browser solution with the choice to deploy self-hosted, private cloud, or on premise as well as cloud hosted. ALL have advantages dependent on the operations’ needs, and each can securely support personalized and mobile check-in, contact free technologies, and modern integrations. The key is finding a single PMS provider that offers flexible PMS deployment options. Whether the server is in the cloud, in a private cloud, a managed data center, or in the hotel’s IT room, if it has a connection to the Internet (generally firewall secured between an internal and external network) it can support a web browser-based PMS with touch free, contactless, mobile, and third-party technologies.

They want an enterprise PMS platform that’s easy to use with built in tutorials and learning materials, as well as easy to access help and support by the supplier. They want the system to provide centralized controls and reporting while enabling each property to run at maximum efficiency. They want a centralized chain wide database facilitating easy cross selling of properties and amenities plus a single client profile for greater guest recognition and loyalty management. They want corporate collection and individual property performance metrics and guest behavior reporting from a single central data repository. And they want increased efficiencies and productivity with centralized, standardized operational procedures across all properties.

Hoteliers are also indicating they want multi-property functionality. We are seeing hotel companies acquiring new properties regularly now and expanding their portfolios, sometimes with a very short acquisition window to get new systems in place. How easily a new property can deploy the PMS and onboard employees will be key to PMS selection. Operators are saying they prefer a reasonable serviced based upfront set-up fee, coupled with remote training for greater efficiencies and expeditious implementation.

Regarding remote training, while nothing takes the place of in person training, in today’s new normal, the need for virtual technology training is critical to following social distancing guidelines and keeping employees safe — whether protecting hotel workers, trainers or guests. Hoteliers say they want PMS companies to offer eLearning, including easy-to-learn courses for each module. They want to give their staff the opportunity to study key system features, functions, and reports at their own pace and on their own time. In addition to traditional live phone support, the PMS provider should also offer live chat help, online user guides, tutorials, and direct email support. And operators want to have the ability to guide and track the lessons completed by each user. If the PMS provider offers free version upgrades — something many hoteliers say they never knew existed but also highly welcome in 2021 — all employees will also need continuing education on these new versions. Finding a PMS provider that offers on demand live training as part of their annual subscription and maintenance fees is critical, along with one-on-one refresher training, both being a top selection criterion for operators.

Last, but certainly not least, hoteliers say they want 24/7/365 responsive, LIVE, and affordable customer support. Some hoteliers are telling us that because they have disparate systems in each department and paying for each vendors system separately, total support fees can be exorbitant. We are also fielding weekly calls from operators who are frustrated with their PMS provider because their service calls are not being answered or returned. People prefer working with a PMS company, and technology companies in general, that maintain a client first support culture at its core. They are responded to live via phone, or live chat, they have a voice in the roadmap of enhancements and innovations, they simply want their voice to be heard. The last thing anyone wants to feel today is isolated; the pandemic has caused enough social isolation damage for a lifetime. You can have the best product in the market, but without proper service to back it up, it is not a worthwhile investment.

Enterprise hotel management software with integrated modules to support all departments operating on a single database does exist, and it comes with contactless and mobile apps to power profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a safe and personalized experience. Those wanting flexible and scalable deployment options with a full-featured and sophisticated web browser solution available hosted in the cloud, on premise, self hosted, or in your own private cloud are not alone. In 2021, hoteliers can have it all. They just need to know where to look.

About the Author
Audrey MacRae - What Hoteliers Want from Their PMS in 2021; Top Features Requested by Hoteliers as They Prepare for Reopening - Innovative Property Management Software Solutions Powering Hotels, Resorts & Multi‑Property Groups.
Audrey MacRae is Executive Vice President of Maestro, the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro was first to market with a fully integrated Windows PMS and Sales & Catering solution and is continuing that trend with leading edge web and mobile based solutions. Platform and deployment independence present Maestro as an investment that will continue to grow and adapt as new technologies emerge.

Maestro is Making a Difference for Hotels via Advanced Two-Way CRS Integration

Ensuring a frictionless guest experience from booking to check out and beyond is critical in today’s new normal. Thankfully, Maestro is one of only a few property-management system providers with enhanced two-way integration to Pegasus CRS and other leading Central Reservation System providers. Built on Hospitality Technology Next Generation (HTNG) standards, this joint technology initiative is making it easy for guests to book rooms and make changes to existing reservations on command — regardless of where the booking originated.

“As travel resumes, hoteliers must do everything possible to ensure an exceptional stay experience, and that starts with booking,” said Warren Dehan, Maestro president. “When guests call the hotel, the reservations agent — no matter where he or she is located — must have access to all relevant data, no matter the time of day or with whom the booking was first made. We wanted to make sure that if a client closed its reservations line at 8:00 p.m. and a guest calls at 9:00 p.m. to make a change to an existing reservation — or if a loyalty club member is making a reservation at 10:00 p.m. and expects the hotel to honor prior profile requests — Pegasus CRS or the other third-party CRS providers that are manning the hotel’s Call Center have a complete view of the guest and a true depiction of centralized reservations in and out of the system. With a standard two-way integration, even one written to HTNG standards, that level of transparency does not exist.”

“Together with Pegasus and other leading CRS providers, Maestro is delivering a secure way to upload volume reservations from multiple threads, not just rates and availability,” he said. “It creates a more service-oriented booking experience for guests who call about their reservations and gives operators more control over their reservations processes. This enhanced two-way CRS integration is something that hotels without a proprietary 24/7 Call Center can benefit from today, and it is something that travelers will expect if they are going to give you a good review. Daily we are getting requests from customers and new prospects asking for this type of functionality, and they are delighted to learn that we already have it in place.”
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Full Circle Reservations Synch
Maestro first embarked on the enhanced two-way integration project in 2018 with Pegasus. Elizabeth James, Pegasus Solutions Consultant, led the effort to develop a way to access all reservations in its CRS and those originating from Maestro. Pegasus does not have direct access into the PMS; Maestro’s booking engine instead pushes all reservations data to the CRS, creating a record of the transaction with full details transparent to the reservation’s agent.

“In the typical hotel reservations world, a one-way system would send guest reservations from the Pegasus CRS to the Maestro PMS — that’s it,” James said. “With the enhanced two-way scenario, we send booking information to the PMS and it sends data back. It’s a full-circle reservation synch, complete with rate and inventory details. Few PMS companies have this type of deep integration with Pegasus. Having all reservations on a single platform gives us the ability to pull reports needed on an entire set of reservations. And, because of the Pegasus Business Intelligence platform, we can slice and dice the information in more meaningful ways. This gives Pegasus and Maestro the most accurate and meaningful analytics by default.”

“For us, building strong connections with vendor partners is critical to our customers’ success,” she said. “A CRS is only as good as its relationships with, and connections to, hospitality vendors. Without the enhanced two-way integration, hotels would have to wait until the next day (when its reservations system is back up) to upload new reservations and see changes to bookings that were made the prior evening through the CRS. Together we are offering the most painless way to manage distribution and enhance the user experience. It’s time that operators get rid of old clunky systems that do not have seamless integrations. It’s a different world today and implementing enhanced two-way integrations between Maestro users and Pegasus help ensure guest satisfaction and loyalty.”

Elizabeth James - Maestro is Making a Difference for Hotels via Advanced Two-Way CRS Integration - Innovative Property Management Software Solutions Powering Hotels, Resorts & Multi‑Property Groups.

Maestro Web Browser based software is the preferred cloud and on-premises Property Management Software (PMS) suite for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI-certified and EMV-ready enterprise system offers 20+ integrated modules on a single database, including web, mobile, and contact free apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized and safe experience. Maestro’s Support Service provides unparalleled 24/7 North American based live phone and instant chat support and education services.

HTNG Applauds Technology Effort
HTNG Web Services Architect Sandy Angel said the enhanced two-way CRS integration is “pretty cool.” It not only enables hoteliers to service guests properly from a 24/7 reservations perspective, but “it levels the playing field for independent hotels, enabling operators to provide services identical to the bigger brands.”

“This enhanced two-way CRS integration is truly helping hotels better manage their reservations — especially on off hours — and it’s supporting operations from a labor perspective,” Angel said. “If you look at the big chains, they have full-service 24/7/365 reservation operations in remote locations. A lot of independent operators do not have that type of access or the human resources to support it, particularly today. It’s rewarding to see these vendor partners working together and using HTNG specs to design a reservations solution that is keeping hotel staff and guests better connected. Kudos to everyone involved. This type of interoperability is essential for the hospitality ecosystem to survive.”

About Maestro PMS
Maestro is the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers 20+ integrated modules on a single database including web and mobile apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized experience. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups operational and productive. Click here for more information on Maestro. Click here to get your free PMS Buying guide.

About Pegasus
Pegasus combines high-tech innovation with high-touch service to give hoteliers more control over their revenue and distribution strategy than ever before. Following their merger with Travel Tripper, Pegasus enables hoteliers to better connect with their guests through an innovative and flexible platform of Reservations, E-commerce, Global Sales, and Business Intelligence solutions that help hotels drive demand and increase revenue and profitability, including the Pegasus CRS, named Best CRS 2020 by Hotel Tech Report. With more than 30 years of experience in global distribution, Pegasus serves hotels across 120 countries from eight offices worldwide in New York, Scottsdale, Las Vegas, London, Paris, Frankfurt, Tokyo, and Hyderabad. For more information, visit www.pegs.com.

Joint Technology Partnership is Streamlining Contactless Check In, Halting Fraudulent Chargebacks, and Boosting Guest and Staff Safety

For decades, hoteliers have been challenged with protecting their hotel assets from threats, including fraudulent chargeback claims and guests presenting false identification at check-in. Add to that a climate of social unrest and a global health crisis, and today’s hotel operators are finding themselves desperate for digital tools that will boost guest and staff security. TTI Technologies‘ Scan2PMS solution, when combined with Maestro’s property-management system, is better preparing hotel operators for reopening. Via the integrated solution, guests can self-scan their Drivers’ Licenses and Passports into a sleek, portable device at the front desk, and instantly their photo, name, address, nationality, and date of birth is uploaded to Maestro. With this information on file, hoteliers can refute false chargeback claims and use the captured data for future marketing. More importantly, the contactless service gives guests peace of mind that no one is handling their IDs and that the hotel — and law enforcement if needed — has accurate information on each person registered.

“Scan2PMS is playing an important part in contactless guest check in today,” said Warren Dehan, Maestro president. “With more travelers demanding touchless guest services, hoteliers are finding it easy to take the TTI scanning solution out from behind the front desk and make it accessible to guests so they can scan IDs on their own at registration. It’s a simple transition that is making everyone feel safer and it places guests more in control of their experiences. Not only does Scan2PMS remove human error in the data entry process by capturing the data directly from the ID and importing it to our PMS, but it is fast-tracking registration and eliminating the need for front desk attendants to physically touch guests’ belongings. Together, Maestro and TTI Technologies are putting more distance between guests and staff for a safer experience while heightening asset security.”

The Grand Resort in Warren, Ohio, is one of many Maestro + Scan2PMS users. General Manager Kelli Denman said the check-in process at front desk registration is much improved due to the Maestro/Scan2PMS integration. She also said guest charge-back claims with the hotel’s credit-card processor are nearly non-existent.

“The automatic data capture feature of Scan2PMS is providing an unprecedented level of protection for our hotel,” Denman said. “With this solution integrated to Maestro, it is doing so much more than just scanning and storing IDs. Today more than ever we are looking for new ways to reduce costs and add more touchless guest services. Maestro and TTI let us do both, including the ability to protect guests when someone says they lost a room key. We can quickly compare the guest requesting a new key with the photo on file associated with the room. And, because the scanners are compact and portable, we can make them accessible to guests for self-check-in. This combo is a real game changer for hotel operations.”

Town Inn Suites, a newly renovated hotel in downtown Toronto, is also seeing benefits from the joint technology deployment. General Manager Maged Girges said he had been searching for an efficient and reliable scanning solution to streamline the guest ID process. Surprisingly, Girges said he got more than he hoped for.

“We initially chose TTI Technologies’ Scan2PMS solution to reduce check-in time for guests,” Girges said. “But operating through a pandemic, we are finding it is helping us in many other ways. First, it’s providing a personalized, welcoming service that is safe and effective. Guests appreciate being able to scan their own Drivers’ Licenses or Passports, and staff appreciate not having to take the IDs and photocopy them in the back room. This really speeds up check in. As GM, I appreciate the time and labor savings, and the ability for our marketing team to use the data — like birth date — to stay in touch with our guests after their stay. Also, by capturing and validating guest information, it removes the possibility for chargebacks.”
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“This simple tool, when tied to Maestro, enhances security and builds loyalty,” he said. “Being able to offer an enhanced and contactless guest check-in greatly adds to the stay experience. When travel resumes, we want to be doing everything possible to differentiate our hotel from others in the local urban market. Scan2PMS integrated to Maestro will help make that happen more quickly and give us an edge.”

Maestro Web Browser based software is the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI-certified and EMV-ready enterprise system offers 20+ integrated modules on a single database, including web, mobile, and contact free apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized and safe experience. Maestro’s Support Service provides unparalleled 24/7 North American based live phone and chat support and education services.

Scan2PMS Spring Special for Maestro Users!

For almost 30 years TTI Technologies has remained a leader in innovating and delivering global hospitality technology solutions that bridge the gap between technology and human interaction. To help hoteliers with their reopening plans by making operations safer for staff and guests, TTI is offering its scanners available to new customers at a reduced fee through April 30th. To learn more about the Scan2PMS Spring Special, email sales@TTITel.com.

“TTI Technologies and Maestro have been partners for the last five years in an effort to protect guests against identity theft and hotels from false charge-back claims,” said Steve Blidner, TTI Technologies CEO. “As the pandemic lingers on, we are working on new ways that hoteliers can leverage our joint solutions to enhance contactless check in and add more layers of security for the betterment of staff and guests alike. There is no better time than NOW to put safeguards in place so that hoteliers can really get to know who is staying at their properties. We encourage all Maestro users to add Scan2PMS today to confidently identify each guest by scanning, and later retrieving, their ID, Driver’s License, and/or Passport right into the Maestro PMS system. If you pull the trigger by April 30th, you’ll save a lot of money too.”