2018 USERS’

Yours to Discover


Monday 1pm – 5pm Conference Registration and Private Learning Labs
6pm – 9pm Welcome Cocktail Hour
Tuesday 9am – 5pm Conference Kick off 9am- 12 noon / Sessions 1pm – 5pm
7pm– 10pm Blue Jays Vs Red Sox Baseball Game
Wednesday 9am – 5pm General Sessions
6:30pm – 11pm Gala Dinner Event
Thursday 9am – 5pm General Session and Conference Close. *Bonus Private Learning Labs will be available until 5pm




MUC 2018 Session Descriptions

Global Session – Tuesday April 24th, 2018

Welcome and Conference Kick Off – Warren Dehan, President

9:00am – 10:40am

A warm welcome to Toronto, and the 2018 User’s Conference. Warren will be kicking off the conference and presenting the Roadmap to begin our Maestro journey.

Maestro – Yours to Discover – Maestro Management Team

11:00am – 12:00pm

The Maestro Management team will take you on a road trip through the highlights of new features for Guest Engagement, Operations, Data mining, and our enhanced Support Services and Self Serve learning.

General Sessions

Track 1 – The Guest Journey

This session reviews the various guest facing tools Maestro can provide to ensure a more successful guest experience. Allow guests to communicate with you how and when they want.

Mobile Guest Engagement

Tuesday, 4/24 1:00pm – 2:20pm
Thursday, 4/26 9:00am – 10:20am
  • WebPro – On line Pre-registration
  • On line Pre-Payment Portal
  • Digital Registration Card enhanced
  • In house Guest Communication Preference
  • Post Check-in survey
  • Arriving, In-house, departing Guest Alerts with email or SMS
  • Automated Email communications (Not just a confirmation…email when the room is ready for check in!)
  • Mobile Spa & Activities Medical in take form
  • Mobile Check Out

This session is focused on mobile tools for your staff, allowing them to be untethered from their desks and provide focused information in a mobile friendly format.

Mobile Operations

Tuesday, 4/24 2:40pm – 4:00pm
Wednesday, 4/25 9:00am – 10:20am & 1:00pm – 2:20pm
  • Maestro on the Web
  • Mobile Spa Providers Schedule
  • Mobile Housekeeping
  • Mobile Management Dashboard
  • Maestro Reports via email
  • Automated Room/Room Type Occupancy, Rate booked, and staff email/SMS alerts

Discover the fully integrated features available with ResWave real time direct bookings.

ResWave Direct Bookings Rooms, Spa & Activities

Wednesday, 4/25 10:40am – 12:00pm
Wednesday, 4/25 2:40pm – 4:00pm
  • New ResWave Features – Queue waiting page
  • Multiple Guests, multiple treatments Spa bookings
  • Rate type specific Policy Text
  • Yielding by Booking Channel
  • Online Loyalty, Member and Owner Portal

Track 2 – Revenue Generation

Learn what is new in Maestro to help generate more revenue for your hotel or resort, as well as taking a look at existing tools and how they can be leveraged to maximize revenue

Rates & Packages

Tuesday, 4/24 1:00pm – 2:20pm
Wednesday, 4/25 9:00am – 10:20am & 1:00pm – 2:20pm
  • Extended Quick availability screen. 6 Rates Shown!
  • Rate Type policy text for email templates & ResWave
  • Cancellation policy application controls
  • Assignment Chart display of fees for Spa/Activities and Privileges remaining amounts
  • 5th room tax
  • Dynamic Packaging – Include Spa, Activities and Enhancements
  • Package Reconciliation
  • Integrated Rates with Spa & Activities
  • Streamline the Reservation Process – screen optionality
  • Tell us what works and what you would like to see included in upcoming development

Dynamic Yield Management

Tuesday, 4/24 2:40pm – 4:00pm
Wednesday, 4/25 10:40am – 12:00pm
  • Manager’s Overrides vs Rate Hurdles, which approach to use based on your strategy
  • Real Time demand driven yield strategies
  • Incorporating Yield Management in your Rate Strategies
  • Best practices for specific Market Segments
  • Yield by Booking Channel
  • Trending & Pace reporting
  • Analytics for tracking and benchmarking
  • Incorporating Web, Social & Mobile statistics into your yielding decision model

Channel Management

Wednesday, 4/25 2:40pm – 4:00pm
  • Maestro yielding by Booking Channel
  • E-marketing and Social Media Services
  • Book direct from Facebook
  • Cultivating guest advocacy through social media channels
  • Trip Advisor Trip connect
  • Custom Landing pages for Groups

Track 3 – Front Desk Optimized Operations

See what is new in Maestro Front Desk and learn how to make the most of your Maestro by taking full advantage of its many configurable features

Front Desk New Features

Tuesday, 4/24 1:00pm – 2:20pm
Wednesday, 4/25 10:40am – 12:00pm & 2:40pm – 4:00pm
  • Extended Quick Availability Screen – 6 Rate display
  • Property / Bldg name on the face of a Guest Reservation
  • Guest Communication preferences
  • Ability to enter Forecast for Management Reporting
  • Housekeeping Report as CSV & with Service Codes
  • Clerk Code Password fail locking & controls for Updating Stats
  • Calendar Space Chart displaying Out of Order rooms
  • Client Profile secondary email address
  • Housekeeping Assignment by building code
  • “Strenuous” Housekeeping assignment based on size of room as opposed to credits
  • Ability to view GEM on line survey from the Guest reservation screen

Front Desk Integration with Spa, Groups & Facilities

Tuesday, 4/24 2:40pm – 4:00pm
Wednesday, 4/25 9:00am – 10:20am & 1:00pm – 2:20pm
  • A/R Primary & Secondary Master accounts
  • Group Reservations Spa Block Booking List enhancements
  • Batch Group Reservations Guest Status & Transportation
  • Duplicate Group Master Reservation with Charge Routing
  • Group Rooming List Import Template options
  • Right Signature eSign document support
  • Integrated Guest Itinerary

GEM Guest Experience Measurement – Mobile Guest Surveys

Thursday, 4/26 9:00am – 10:20am
  • Post Check in Survey
  • GEM contesting to incentivise survey completion
  • Tracking Guest correspondence in the GEM Administration site
  • Accessing completed Survey’s from the face of a Guest Reservation
  • Arrivals reporting including last completed survey
  • GEM Highlight, Highlight Plus, Insight – how to choose what’s right for you
  • GEM Reporting – Not just the scores. Includes demographics of your guests

Front Desk Open Forum

Thursday, 4/26 10:40am – 12:00pm

Join Wendy Paul, Training Services Manager, for this unique Front Desk open forum session. Based on popular demand from previous conferences, this session is dedicated to you. Bring your ideas & suggestions, ask questions and dive deep into features you wish to review.

Track 4 – Sales & Catering with Group Managment

See the latest features in Sales & Catering as well as group management and learn the best way to leverage all the advantages that integrated operations can provide

Sales & Catering with Integrated Front Desk & Spa

Tuesday, 4/24 1:00pm – 2:20pm
Wednesday, 4/25 10:40am – 12:00pm & 2:40pm – 4:00pm
  • Enhanced contact name screen
  • Right Signature eSign for Contracts
  • Inquires conversion includes Contact & Market Segment
  • Booking Templates
  • Text modify for Special charges, Inventory & A/V
  • Booking Status Inventory Management options
  • Front Desk Group Reservation Group Booking List for Spa & Activities

Sales & Catering Reporting

Tuesday, 4/24 2:40pm – 4:00pm
Wednesday, 4/25 9:00am – 10:20am & 1:00pm – 2:20pm

  • Management Reports
  • Ability to include Quote on the S&C pace report
  • Productivity with Pace report
  • Combined Group Control Log (GRC)
  • Booking Activity report

  • Crystal Other Reports
  • S&C Forecast report
  • Advance deposits
  • FD Group Block Pick up and cut off reports
  • FD Group Charge Routing Rules
  • Inquiry reporting

  • Proforma consolidated invoice
  • Integrated Single Guest Itinerary with Events
  • Integrated Spa & Facilities on BEO
  • Kitchen Report

Track 5 – Analytics Data Mining

See the new views we have created for you, the new features we have added to existing views and learn how to best use your data to help make more informed business decisions

Data Analytics for Revenue & Marketing Planning

Tuesday, 4/24 1:00pm – 2:20pm
  • Database selections based on target market
  • Dashboard to measure Market performance
  • Year over year comparisons
  • Combined Pace with Marketing
  • Travel Agency Data
  • Cancellation and No-Show Analysis
  • Clerk & Guest reports
  • Performance measurement based on GEM online guest feedback
  • Creating a mail or Email list

Revenue Management, Pace & Yields View

Tuesday, 4/24 2:40pm – 4:00pm
  • Room nights, Revenue & ADR on the books with Pace Comparison
  • Evaluate by Guest Type, Rate Type or Room Type
  • Pace of Pick Up Room nights, Revenue ADR & RevPar
  • 12 month rolling on the Books with previous year pace comparison
  • Multi-property on the books for Corporate overview
  • Yield & Rate Audit view
  • Evaluate Rate Type configuration
  • Evaluate yields past & future

Sales & Catering Data Mining

Thursday, 4/26 9:00am – 10:20am
  • Data mining based on Market Segment, Sales Manager, Function room, Geographic’s and more
  • Identify top performing segments and sales managers
  • Performance dashboard of total revenue, F&B, Function room, and Guest room revenues
  • Inquiry evaluation
  • Pipeline summary and detail
  • Guest room consumption or wash analysis
  • Email or mailing list generation

Big Picture, Big Data

Thursday, 4/26 10:40am – 12:00pm
  • Combining together Front Desk, Sales & Catering, Spa, Activities, Member, Loyalty and GEM survey result all in one view
  • Selection options incorporating guest purchases
  • Dashboard analysis of revenue contributions and top performing segments
  • Sales & Catering Bookings & Events
  • Spa spending and Treatment room utilization
  • Activities & Member
  • GEM Guest Feedback Dashboard
  • Generating mail or email lists based on guest behaviours

Track 6 – Spa, Facilities / Activities & Membership

This track focuses on the Spa & Activities module and its primary functionalities: Spa, Facilities or activities, and membership management. See what is new as well as discuss best practices for your hotel or resort.

Spa Services & New Features

Wednesday, 4/25 10:40am – 12:00pm & 2:40pm – 4:00pm
  • Email insurance receipt
  • Spa Front Desk credit available check
  • Spa & Facilities same guest time conflict alert
  • Transfer to guest room from settlement screen
  • Gender Preference awareness on Room Moves
  • System option to control if Guest must be on a rooming list to be part of a Spa block
  • Service package rate copy
  • Recording of professional stock inventory and usage
  • Mobile tablet medical intake forms
  • Limiting the number of treatments, a provider can perform in a scheduled shift
  • Active & Inactive flag on Retail POS items
  • Retail POS ability to leave payment change as a gratuity

Facilities, Activities & Membership

Wednesday, 4/25 9:00am – 10:20am & 1:00pm – 2:20pm


  • Facilities Wait listing
  • Cancellation reasons
  • Batch Post Charge
  • Facilities & Spa same guest time conflict
  • Two-week schedule Time slot full color display
  • Booking activity change log
  • Ability to modify quantity booked on the fly
  • Mandatory entry fields
  • Facility code min and max age, weight & height
  • Order of booking screens for facilities
  • Facilities Guest History


  • Email statements to both email addresses on Profile
  • Auto create new folio for current month
  • EFT – property specific
  • Facilities & Spa same guest time conflict
  • EFT – property specific
  • EFT – system options to included or exclude those without Credit card and postings after cut off date

Track 7 – Management Reporting

This session focuses on native Maestro reporting as well as additional reports that can be integrated into your Maestro via Other Reports. See all that is new and learn how the data is gathered so as to take full advantage of its functionality

Management Reporting

Thursday, 4/26 9:00am – 10:20am & 10:40am – 12:00pm/td>
  • New reports available for auto email during Night Audit as CSV
  • New Reports available as CSV
  • Forecast entry for Management reporting
  • Pace & extended pace reporting
  • GEM Guest feedback by clerk
  • Arrivals Manifest
  • S&C Productivity with Pace & Forecast
  • Revenue Forecasting

The first day is typically arrival and registration. Private one on one learning labs with the Maestro team are available from 1:00pm to 5:00pm. A welcome cocktail hour will be hosted in the evening. This is an opportunity to network with your fellow attendees, exchange ideas and get to know the Maestro Team.

Warren Dehan, Maestro’s President, and the Maestro senior executive team, kick off the conference followed by an in-depth review of the latest and greatest features in Maestro and our roadmap for the future. Tuesday afternoon, all day Wednesday and Thursday morning, break out into tracks based on modules and areas of focus. The sessions are repeated throughout the days, so that over the course of the conference you may pick and choose which session to attend to get the most out of all the available sessions. All sessions will highlight new features and functionality, reports and best practices. At the end of each day, the track facilitator is available for “ask the experts” sessions to answer any additional questions you may have. A detailed agenda with full session descriptions will be posted closer to the event dates to allow for your planning.

Private learning labs are available on a first come first serve basis on Monday through to Thursday. You are not required to pre-reserve time for a private session, however we do recommend it, please contact muc@maestropms.com to submit your request.Private learning labs provides you with dedicated one on one time with a Maestro Specialist to discuss your specific areas of interest. Housekeeping, Work Order, A/R, Owner Management are all available as private one on one sessions. Private learning labs are available;
Monday 1pm – 5pm
Tuesday 1pm– 5pm
Wednesday 9am – 5pm
Thursday 9am – 5pm


Rainmaker and Data Plus – Driving Profitability: an overview of emerging industry trends centered on optimizing top-line revenue while simultaneously increasing bottom-line efficiency

Tuesday, 1:00pm – 2:00pm

Rainmaker and Data Plus come together to present new ideas in Growing Revenue and Controlling Costs, giving hotels the data, they need to manage to greater profitability.

Shift4- The Future of Payments for Hospitality: All-In-One Solutions

Tuesday, 2:40pm – 4:00pm

Join Shift4 Payments as they give an update on the status of the payments industry and identify some trends that indicate what the future of payments will look like for hoteliers.

Silverware POS – PMS/POS Dining Single Guest Itinerary & Dynamic Guest Based POS Pricing

Wednesday, 10:40am – 12:00pm

This session will review that ways that properties with a Maestro/Silverware integration can offer a single guest itinerary for lodging, services, and dining reservations. Reservations placed using Maestro ResWave, or by directly contacting an F&B outlet, will all be delineated in a single itinerary.

We demonstrate how transactions can be automatically adjusted in the F&B outlets based on a Meal Plan code received from Maestro. This code can specify the class and/or specific items to be adjusted, by revenue center. The session will also include review of several unique ways to handle Tasting Menus, Voucher Discount Payments, and F&B Dining Packages.

Hebs – Digital Marketing Best Practices: What Works for the Hotel Industry & How to Implement These Strategies

Wednesday, 1:00pm – 2:20pm

This workshop will provide participants with an overview of digital marketing trends to watch in 2018, and how you can apply learnings from these trends to achieve your company’s revenue goals and put you ahead of the competition.

We will get you thinking about how travel consumers find and book hotels online, and how your company can use that knowledge to build relationships that increase revenue and loyalty. Are you creating valuable content that engages consumers and is searchable on Google (and other search engines)? Are you creating a sense of urgency to covert? What merchandising strategy are you employing on your website? How are you utilizing social media as part of the overall digital marketing mix?

We will highlight key initiatives that will jumpstart your company’s online business efforts and share best practices and benchmarks. With a focus on the GTA we will show you the digital technology and marketing initiatives that every Marketing team member should be asking for to engage consumers, increase the brand image and boost overall sales.

TTI Technologies – The value of ID/passport scanning solutions for your hotel

Wednesday, 2:40pm – 4:00pm

A discussion of Maestro’s partnership with TTI Scanning Solutions to offer a scanning solution that speeds up the check-in process, improves data quality and provides the added security of saving a copy of the ID in a GDPR compliant system if needed for identification for lost keys or charge-backs.

IDeaS – In the Age of Consumer Transparency It’s Time for a Pricing Upgrade

Wednesday, 4:00pm – 5:00pm

In a hyper-connected, experience-led world, consumers increasingly want and expect personalized travel offerings. Hotel companies recognize that to effectively compete with OTAs and the sharing economy they must focus on exceptional experiences that only they can provide. In the realm of revenue management and pricing this means understanding and articulating value, not just price or discount. Learn how to empower people and technology with the right valuable market insights, avoid the potential pitfalls of data analysis and put the consumer at the center of your revenue performance strategy.

Listrak CRM – Innovative CRM Personalization to include Predictive Content, AI, UGC & More.

Thursday, 9:00am – 10:20am

Today, it’s imperative to have the right tools in place to get your message in front of your hotel guests and leads. Listrak CRM’s Personalization Suite empowers hoteliers with this capability. While digital marketing allows your messages to be targeted and automated, the real opportunity lies in the ability to PERSONALIZE those messages and reach hotel customers across multiple channels in virtually real-time. The payoff is huge and a requisite for travel and hospitality survival.

ALICE – The Future of Connected Hotel Guest Experience Management

Thursday, 10:40am – 12:00pm

In a world where technology is changing everything, putting experience at the forefront, hotels have to adapt. The team at ALICE will walk you through their story, and how hotels can learn from connected industries to better their own guest experience and compete in today’s digital service age. We’ll take you through a holistic approach to personalization, service delivery, and guest intelligence.

© Copyright 2019 Northwind. All rights reserved.