Guest loyalty technology gets personal at Rodd Hotels & Resorts

All guest information, including amenities and preferences, are recorded and accessible at each Rodd Hotels & Resorts property. Photo credit: Maestro.

With seven luxury resorts, hotels and golf destinations, Rodd Hotels & Resorts is leveraging enterprise-wide, multiproperty loyalty and property-management software from Maestro.

“We are a family-owned hotel chain that prides itself in knowing our guests and personalizing their stay with us,”  marketing manager Mike Robertson said in a statement. “Our success is based on recognizing each guest, providing the experience they value and rewarding their loyalty.”

Rodd Hotels & Resorts operates seven hotels and resorts with three golf courses on Prince Edward Island, New Brunswick and Nova Scotia in Canada. All Rodd properties share one fully integrated Maestro multiproperty database for reservations, hotel management and Rodd’s EveryStay rewards program. All guest information, including amenities and preferences, are recorded and accessible at each property.

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“Maestro’s loyalty system is at the heart of our EveryStay program,” Robertson said. “Our agents use Maestro to identify preferences including room types, food and beverage favorites, and special requests to make their stay more enjoyable. They also can see each members’ rewards level and point balance to provide details on what value-ads they will receive during their stay.”

“We currently have 25,000 members and four EveryStay membership levels, each based on number of nights stayed on an annual basis. Each level has extra perks. Members can redeem points for free accommodations, golf, spa, dining or from a large selection of gift cards at 50 local retailers through our partner program.”

Guests sign up for Rodd Resorts EveryStay membership online or on property. They can review their points online, and Maestro automatically prints point balances on EveryStay Rewards members’ folio at check-out. Maestro’s centralized multi-property hotel management system saves time in the reservation process. Agents can personally engage guests quickly thanks to their ability to access guest information from all Rodd locations.

“From a head office perspective, Maestro’s centralized database allows us to easily run reports for the chain,” Robertson said. “This makes it more efficient for sales, marketing, revenue management and the accounting departments. It’s also much easier to communicate with our members through a central database. For our reservations agents, not having to re-enter a guest’s information if they have stayed at one of our locations saves a significant amount of time and simplifies the booking process.”