Embergrove Hospitality Group runs 12 properties across the U.S. Midwest, a mix of boutique hotels, conference centers, restaurants and bars. That variety creates a complicated set of guest, operational and revenue management needs, and a new Stayntouch customer story explains how the group has used Stayntouch PMS for more than three years to hold it together.
The brief
Embergrove wanted a modern, cloud-based PMS that would not add complexity for its teams. It had to be easy to train on and learn, improve operational efficiency, and connect cleanly to the group's revenue management, central reservation and CRM systems. "Stayntouch checked all of those boxes for us," says Mark Creger, Chief Revenue Officer, adding that the company has "continued to deliver".
Less screen time, faster arrivals
By cutting administrative work at the front desk, the PMS lets agents focus on guests rather than "having their nose in the computer", Creger says. A quicker check-in process has also improved the arrival experience.
Revenue management without friction
Creger singles out the integration between Stayntouch and Embergrove's RMS. The revenue team can apply rates and restrictions on key demand nights without manual workarounds, which he says has helped the group maximize revenue.
A hub, not an all-in-one
Embergrove deliberately avoided relying on one vendor for everything. "I don't believe that any technology company out there can do everything the best," Creger says. With Stayntouch as the PMS hub, surrounded by specialist CRS, CRM and revenue management tools, the group can stay nimble and adapt as technology changes.
An evolving partnership
Embergrove also wanted a partner that would improve alongside it. Creger says he sees enhancements "almost weekly", which the group values.
The outcome
Front-desk teams check guests in more efficiently and give them more attention, revenue leaders work smoothly inside their preferred RMS, and the company keeps the freedom to pick the systems that best fit its operation. For Embergrove, Stayntouch strikes the balance between ease of use, capability for a complex portfolio and openness to change.
Originally published by Stayntouch: Embergrove Hospitality Group Uses Stayntouch as the Hub of a Best-of-Breed Stack
