ou’ve found a good website designer, you’re comfortable with your booking engine, and you like the folks who
produce your print materials. But things aren't yet perfect. Dealing with those multiple suppliers eats up precious time. Revising descriptions of your amenities, updating photos, or altering room rates across all your marketing tools is finicky work. It’s tough to carve out time to track repeat guests or figure out what marketing tactics work best. And it’s not easy to find suppliers who truly understand small, independent inns and B&Bs.
That’s where RezStream Hospitality Solutions comes in, says its marketing head, Lyles Armour. “We’re a one-stop shop,” he says. “Our competitors tend to do just part of what we do. We’ve mastered it all – one service provider, one cost. Instead of having to deal with a variety of providers, a property owner just has us to work with. ” And they target independent properties with five to 50 rooms, an oft-neglected market niche.
The company, headquartered in Denver, is perhaps best known for its online reservation software. It’s Cloud-based, so is accessible across a variety of devices. “You can be away or at home dealing with a family issue and still log in to see how bookings are going or what tasks need to be done today,” Armour says. If an innkeeper wishes to list on OTA sites, such as Booking.com or Expedia, Cloud technology makes that possible without additional effort. And content changes, such as a temporary change in room rates, can be seamlessly sent to all platforms simultaneously.
“You can build relationships with repeat guests,” Armour adds, noting the program can recall stored information about pets, room preferences, allergies, and the like. “Imagine saying, ‘Would you like to check into the Victoria Room again, Mr. Smith?’ the minute they call.”
But of course potential customers must first decide to stay at the property, and RezStream provides tools to help lead them to that decision. The company refreshes websites, using your current branding or something new, and will help drive folks to them through search engine optimization and other marketing tactics. Customers are assigned an account manager to lean on, the company tracks and responds to trends in the industry, and regular webinars and blogs help clients maximize revenue.
As Armour puts it, “We’re not just about software. We’re also about education. Those two must go hand in hand.”
The firm’s clients, currently numbering around 700, receive analytics on what’s working and what isn’t. Reports might calculate the percentage of business derived from OTA’s, for example, or analyze which web content resonates most with clients.
The company dates back to 2005, when it was founded by two experienced hospitality software experts. An early client was current RezStream CEO Christian Holmsen, who owned an inn with his wife that was a RezStream client from the beginning. “They were loyal and open about how to update the service,” Armour says, so when Holmsen took over the firm five years ago, that personal experience came in handy.
Armour admits some potential clients argue they can’t fit the monthly fee – ranging from $7 to $12 per room – into their budget. “The counter argument is to imagine the additional exposure and revenue that the spend would bring,” he says. But, he adds, some clients begin with the least expensive plan and upgrade when benefits become clear. Others sign on for just one or two of the company’s services.
The bigger challenge for new clients is managing change. Users need time for training. “But we walk everyone through it, and don’t switch over until they’re totally comfortable. We want to alleviate stress. Like B&Bs, we have a small, dedicated staff, a tight-knit family dedicated to being there whenever our customers need.”
As a result, RezStream boasts a 99 percent customer satisfaction rate, a definite testament to their growing success.
“Our competitors tend to do just part of what we do. We’ve mastered it all – one service provider, one cost."
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MASTERING ONE STOP SHOPPING
with RezStream
Hospitality
Solutions
by Peter Johansen
MASTERING ONE STOP SHOPPING
with RezStream
Hospitality
Solutions
by Peter Johansen
COVER STORY
Allied Partner
Feature
The RezStream Team