Technology trends for 2009

Warren Dehan, president of U.S. operations for Northwind

MARKHAM, ON—Warren Dehan, president of U.S. operations for Northwind, makers of Northwind Maestro PMS technology, says the coming year will see a huge drive for web presence—not just online booking for room reservations, but for extra services such as tee times, spa and restaurant reservations.

And this year’s number one challenge will be payment card industry (PCI) compliance. “I get the sense that some hotels are quite proactive, but many have not taken initiatives.  They will have to make sure their software systems are PCI compliant and that their technology vendors are up to date,” he said.

Another focus will be generating more business through web booking.

Cell-phone check in

Dehan also noted that there are people who want to text message their reservations, not just fill out a registration card. The company is working on technology that goes directly to mobile so that clients can interact with hotels using their cell phones—checking in using their cell phones or PDAs, and use their cell phones as the room key.

Guest experience measurement (GEM), part of the company’s Mastro module, will also be popular this year, Dehan predicts.

It’s a highly sophisticated online guest feedback system that allows hotels to analyze how they are doing collectively, but also regarding specific guest experiences.  If the guest is unhappy, that is recorded for subsequent stays.  It also enables the hotel to respond immediately to try to deal with the problem on a customer service level.

“On the upside, if there’s positive feedback, the hotel can communicate with the guest or post [the feedback] anonymously to TripAdvisor.com.”

Dehan adds that it’s a great way to improve customer service or promote repeat guest visits.

Northwind’s new office

Northwind Maestro has moved its corporate office headquarters, but they haven’t moved far. 

“We stayed in Markham,” says Dehan. “We did a postal code poll of where our employees are, and the central location ended up being one centimetre off the map from where we were.”

The company has expanded its space by about 30 per cent to 6,600 square feet of commercial office space.
 
Their new co-ordinates are: 8300 Woodbine Ave., 5th Floor, Markham, ON, L3R 9Y9, phone 905-940-1923, website: maestropms.com.