Kohler Ties Guest Data Together

KOHLER, WI— Faced with the challenge of trying to bring the many facets of its resort destinations, championship golf courses and spa facilities together here, the Kohler Company has selected a new property management system designed to simplify the reservation process for guests, as well as the resort’s management. Looking to replace the four disparate systems previously in place that operated independently as stand-alone solutions, the company set it sights on setting up a central reservation system. After researching several systems, Kohler opted for Springer-Miller Systems Inc.’s Host Hospitality Management System, which offers the property one interface for all of its components, according to Dave Griffin, senior vp/marketing for Kohler. “We wanted it all at the fingertips of the central reservationist. The [Springer-Miller] system would allow us to do that with the same interface. To be able to get a guest tile or profile was the main goal or objective,” he said. Kohler’s vast properties here include The American Club, a 185-room four-diamond resort; The Inn at Woodlake, Riverbend, which features 121 rooms; The Kohler Waters Spa; four championship golf courses, three private membership clubs and retail and dining outlets. Part of the company’s research included doing benchmarking with other properties that utilize the Springer-Miller system, specifically the Grove Park Inn Resort & Spa in Asheville, NC, Griffin said. “They have an extensive spa, but they don’t have near the golf resorts. [We were] making sure that would come over [to our properties]. We looked at the success factors, and possible areas of concern [for the system]and we addressed those,” he said. With the new system, Kohler will be able to integrate all elements of its properties into one common database. The system maintains every piece of customer detail in a manner that makes it immediately accessible and perpetually available, according to Springer-Miller. Getting the guest history will also allow the hotel to market special promotions towards the guests, enabling the property to better accommodate those who may be interested in the spa or have certain room preferences, Griffin said. Aside from the training involved, the implementation of the system has been straightforward. “There’s a learning curve, we had them [Springer-Miller] back once overseeing what were doing right. It’s a good 30- to 45-day training program before [the staff is able]to move back and forth with the system over the phone,” Griffin said. While the cost of the system is “pretty extensive” he said it allows the hotel to eliminate other costs and they “should have it for years to come.” In addition to the Host Hospitality Management System, Kohler will install several of Springer-Miller’s optional modules in their locations including Multi-Property Management Spa/Recreation Scheduling, Golf Tee Time Scheduling, Club Membership Management, Activities Management, Baggage Handling, Retail Point of Sale, and Touch Fine Dining Point of Sale.