Historic inn continues to grow their business without outgrowing roomMaster and InnQuest Software.
Upscale regional chain streamlines operations and saves money by standardizing on roomMaster ...
If you visit the Isle of Man, often called the Jewel of the Irish Sea, you will soon spot the beautiful Empress Hotel...
Crowne Pointe Historic Inn & Spa • Provincetown, Mass.
When Tom Walter and David Sanford purchased the Crowne Pointe Inn, they had a vision of transforming several sleepy Victorian sea captains' houses from the 1800s into a beautiful, luxurious full-service inn unlike anything else previously seen in Provincetown, Mass.
Crowne Pointe's success depends on providing the highest level of customer service possible, which explains why "Pamper Me Once" and "Pamper Me Twice" describe some of their room types. When Crowne Pointe first re-opened after renovations, they needed a property management system that was easy to use and required minimal support, so the innkeepers could focus on catering to their guests instead of tending to their computers.
Shortly after installing roomMaster, Crowne Pointe saw travelers moving online to make their travel arrangements and needed to stay ahead of the market change. Not only did they need to integrate a booking engine for their website, they also needed connections to other distribution sources such as GDS and online travel agencies. Managing these new sources with ease was vital to growing their business.
Years after the initial renovation, Tom and David knew their guests wanted more than just comfortable and luxurious accommodations, so they opened the Bistro and Shui Spa. With these new lines of business came the need for a software solution, and integration with roomMaster was essential.
Crowne Pointe Historic Inn & Spa hasn't stopped growing over the years, and InnQuest Software has been right by their side every step of the way.
They started with roomMaster Enterprise Edition along with the phone and credit card processing interfaces. The automation and ease-of-use from this initial solution provided Crowne Pointe with the tools necessary to develop their business.
To easily manage online reservations and increase sales, Crowne Pointe added roomMaster.net to accept reservations from their website. This booking engine tightly integrates with their website to provide up-to-the-minute inventory and rates. iQ-WorldLink manages their online distribution of rates and inventory, as well as downloads of reservations from their GDS representation company.
"High season" in New England is a short window, so Crowne Pointe needed to maximize their revenue opportunities with tools such as rate yield management. Upgrading to Premier Edition gave Crowne Pointe this advanced functionality.
Adding new lines of business doesn't have to mean adding another software vendor and another support contract. Crowne Pointe used iQ-Point of Sale to manage the Bistro.
iQ-Schedule integrated with iQ-POS and roomMaster to provide the Shui Spa with a powerful scheduling and sales tool.
Ayres Hotels of Southern California • Costa Mesa, California
Strategically located in the hot spots of Southern California, Ayres Hotels has over 2,600 rooms in 20 hotels. Ayres Hotels courts both business and leisure travelers with European-style boutique accommodations, providing warm, personalized service and comfortable elegance at an affordable price. In many ways, these hotels seem more like homes with their living room-style lobbies. For Ayres Hotels, guest comfort is their top priority.
Ayres needed to replace a variety of expensive and outdated property management systems used at their different locations, with the ultimate goal of standardizing on one system to streamline operations, procedures, training, and even internal IT support. The system they would select must handle their complex needs of serving both business and leisure guests, all while being easy to learn and install, yet still fit within a limited budget that was in sync with the affordable prices Ayres Hotels are known for.
InnQuest Software had the perfect answer for Ayres Hotels with roomMaster. The full-featured property management software gives Ayres the tools necessary to provide top-notch service to their guests, all while meeting their budget for installing a new hotel system and keeping ongoing support costs at a fraction of what they paid for supporting their old systems. They also enjoy seamless GDS integration using iQ-WorldLink. Best of all, every Ayres location is tied together with InnQuest Software's Corporate Reporting Module, which consolidates key performance, financial, and marketing data at their home office. After an initial "train the trainer" session from InnQuest Software, Ayres was able to roll out roomMaster independently.
Empress Hotel • Isle of Man, United Kingdom
If you visit the Isle of Man, often called the Jewel of the Irish Sea, you will soon spot the beautiful Empress Hotel.
This business hotel is located on the promenade with a superb view of Douglas Bay. Built in the late 19th century, the hotel was extensively upgraded in the early 1990's and again within the last two years.
Today, the hotel has 102 bedrooms, many with sea views, and its famous conservatory spans the whole length of the hotel. Its two purpose built conference suites can accommodate up to 200 people. The facilities also include a penthouse and two catering facilities: La Brasserie and the Piano Bar.
Up until recently, the hotel had a DOS-based system but last year Maureen McGeown, General Manager, wanted to move up to Windows. After looking at a range of other systems, she and her colleague, Deputy General Manager Brian Keenan selected roomMaster.
"We liked the thorough sales presentation that InnQuest U.K. gave," Maureen says. "Their people took so much time and gave so much effort that it showed that they cared about after-sales too, not just selling a product. "There's so much functionality," she says. "We're learning every day."
The timing was fairly dramatic: Maureen wanted the system to be live for Christmas parties so installation and training had to be completed by early December. "The whole process went very well," she says. "We got very good support from InnQuest U.K. and we went live on 3rd December. It was a very busy time but we did it!"
In addition to Maureen and Brian, one key user is Anne Marie on reservations who says that she is very happy with roomMaster. "It's easy to use and the guest history aspect is good. We can type in the name of a guest and get all the information - room preferences, what floor, and whether they want a sea view. You'd be surprised - not everyone wants a sea view."
She also likes the message system, especially for new arrivals. "You can forget to read a diary but you can't miss a message box. It's made our Reception much more efficient."
In La Brasserie and the Piano Bar, the iQ-POS system has enabled the manager to integrate guest checks and menu planning, as well as obtaining much better reports. "The system has enabled us to improve our service and our whole restaurant operation," Maureen says.
Since the excitement of going live in the pre-Christmas rush, Maureen has continued to receive good support from InnQuest U.K. and expects to use the marketing module in roomMaster to increase sales.
She also hopes to boost sales by offering online reservations. Email bookings have been replaced with roomMaster.net. "We know there's a major trend to online reservations among business clients, she says. "So we're looking to attract even more business by moving to roomMaster.net."