TORONTO — RoomKeyPMS proudly commemorates an impressive milestone: two decades of fruitful partnership with Lakeview Hotels & Resorts. This enduring collaboration began with a single property in Brandon, Manitoba, and has evolved into a comprehensive portfolio-wide implementation across Canada. This loyalty reflects a shared journey characterized by innovation, operational progress, and a steadfast commitment to enhancing the guest experience.
RoomKey has been part of our journey from the ground up. Back in 2005, we were looking for a front desk and call center solution that was simple, affordable, and fast to train on. RoomKey checked every box, and it still does today. Jeannette Clarke, Regional Operations Manager for Tech Support, HR, Loyalty Programs, and Reservations Services at Lakeview Hotels & Resorts
A History of Hands-On Innovation
The partnership between Lakeview Hotels and RoomKey began when the hotel chain recognized the need to modernize its outdated reservation systems. Starting with their Brandon hotel as a pilot location, RoomKey was introduced as a user-friendly system that allowed staff, regardless of their technical expertise, to manage front desk operations and centralized reservations smoothly.
As time progressed, Lakeview transitioned from legacy systems to RoomKey’s cloud-based solutions, allowing them to better serve a diverse array of guests, from work crews in Western Canada to leisure and corporate travelers throughout the Prairies.
From the beginning, our approach to hiring has focused on attitude over experience
, states Clarke. RoomKey makes that possible. It’s quick to learn, and the support from their team is second to none. You don’t have to be a tech wizard to get up and running.
A Partnership That Listens
Lakeview’s commitment to RoomKey extends beyond mere software support; it’s about cultivating a genuine service relationship. Over the years, RoomKey has adapted its platform based on feedback from Lakeview, integrating functionalities like mobile check-in and efficient payment processing.
They’ve always been receptive to user feedback
, Clarke notes. RoomKey takes a thoughtful approach to development. It’s not about reacting fast; it’s about building the right thing for all users.
This responsiveness has yielded valuable enhancements such as improved group block tools, recurring reservations, and enhanced rate-linking functionality—tools that Lakeview’s teams utilize on a daily basis to improve efficiency and provide outstanding guest experiences.
People-First Technology
The heart of Lakeview’s operations lies in their personal touch and unwavering commitment to service, reflecting a philosophy that resonates with RoomKey’s core values.
At Lakeview, we empower every staff member to turn a guest’s day around,
emphasizes Clarke. Whether it’s fixing an error, acknowledging a concern, or making someone smile, we do what it takes. RoomKey helps us do that faster, with tools that keep us nimble and informed.
Lakeview’s diverse portfolio ranges from traditional roadside inns to high-tech urban hotels like the Grand Winnipeg Airport Hotel, which now welcomes guests with RoomKey’s mobile check-in experience right at the departure gate.
Looking Ahead
As Lakeview gears up for upcoming leadership changes and charts its next growth chapter, RoomKey remains an integral partner. With an eye towards innovative payment processing and future-centric feature requests, their collaboration is only set to deepen.
We may have started with a simple solution for reservations, but RoomKey has grown with us
, reflects Clarke. Twenty years later, we’re still finding new features and improvements. That’s the mark of a partner — not just a vendor.
Shane McPhail, RoomKey PMS Product Director, echoes Clarke’s sentiments, acknowledging the profound impact of Lakeview’s insights on their product development.
The feedback from Lakeview Hotels & Resorts has helped shape our product, and their dedication to service has inspired how we think about technology,
states McPhail. Reaching 20 years together is more than a milestone; it’s a testament to shared values and mutual respect. We’re proud to have earned their trust, and we’re excited for what’s next.
About RoomKeyPMS
RoomKeyPMS delivers a dynamic property-management system (PMS) that provides limited-service hotels with a competitive edge, enabling them to enhance guest experiences, boost revenue, and minimize costs. With management over 70,000 rooms across North America, RoomKeyPMS is recognized as a trusted partner within the hotel industry for nearly 20 years. They pride themselves on superior customer service; their locally-based team comprises former hoteliers and boasts a 92% customer satisfaction rating. To learn more, visit www.roomkeypms.com.
Bhaishmi Anandathirthan
Fullsteam Holdings LLC