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.

Global Session – Wednesday April 25th, 2018

Data Driven Decisions – Analytics Data Mining

9:00am – 10:20am

I like Big Data and I cannot lie! Lisa Jane (LJ) will be presenting the strategies for understanding your Database structure so as to be able to extract your client behaviour. Take the guess work out of decision making and let the data tell the story. When to promote a Marketing Campaign, which Market Segments are driving ancillary revenue, who your most valuable customers are and when they are mostly likely to book.

Global 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 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

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 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 1:00pm – 2:20pm
  • 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 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
  • Email Contracts
  • Inquires conversion includes Contact & Market Segment
  • Booking Templates
  • Text modify for Special charges, Inventory & A/V
  • Complete Meeting Packages Rates, Other charges & Special Rate Posting
  • Booking Status Inventory Management options

Sales & Catering Reporting

Tuesday, 4/24 2:40pm – 4:00pm
Wednesday, 4/25 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
  • 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

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 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
  • Batch Post Charge
  • 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
  • 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

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