Navigating hospitality with ease: Fathoms Hotel and Marina

35% increase in online revenue since launching ThinkWeb

Introduction

Fathoms Hotel and Marina, located in Port Washington, New York, is a unique waterfront property offering both accommodation and marina services. Owned and operated by Cindy and Steve Leigh, this six-room hotel caters to water enthusiasts and travelers seeking a convenient location with easy access to New York City.

The challenge

As a family-run business, Fathoms Hotel needed a property management system that could facilitate the propertyʼs operations, improve guest communication, and allow them to manage their business efficiently, even when not physically present at the property.

Why ThinkReservations

Fathoms chose ThinkReservations for its user-friendly interface and comprehensive features. The system's ease of use was a significant factor in their decision, as Cindy noted, "Think was sold to us as a system that if you never saw it before, you could sit down in front of it and figure out how to work it. And that is true".

Key features and benefits

1. Mobile accessibility

ThinkReservations allows the owners to manage their business remotely. Cindy emphasized, "I can run my business seamlessly from my phone", which provides them with the flexibility to handle operations while away from the property.

2. ThinkMessenger

The messaging system has revolutionized Fathoms' guest communication. Steve described it as "a huge gift" that has made it "very easy for us to communicate with guests".

• Guest history: The system displays a guest's entire history when they make a reservation, enabling personalized communication.
• Pre-arrival communication: Fathoms uses ThinkMessenger to send arrival instructions and answer questions before guests check-in.
• Real-time updates: Guests can inform the hotel about their arrival time, ensuring staff are prepared to greet them and assist with luggage.

3. Improved website performance

By signing up for ThinkWeb, Fathoms Hotel received a fully redesigned website through ThinkReservations. This not only addressed weaknesses in their previous site, but immediately elevated their online presence, visibility, and positioning.

4. Responsive support

The Leighs appreciate the responsive customer support provided by ThinkReservations. Steve stated, "If we have any questions, people get back to us right away".

Results and Impact

• Increased efficiency: The user-friendly system has made managing the property more straightforward and efficient.
• Enhanced guest experience: Improved communication through ThinkMessenger has led to better guest satisfaction.
• Business growth: Steve noted that ThinkReservations has made their business "better, more profitable and easier".
• Operational freedom: The system's mobile accessibility and ease of use have allowed the Lees to manage their business remotely, giving them more flexibility in their day-to-day operations.

Conclusion

ThinkReservations has significantly improved Fathoms Hotel and Marina's operations, allowing this family-run business to compete effectively in the hospitality market. The system's user-friendly interface, powerful communication tools, and mobile accessibility have enhanced guest experiences, streamlined operations, and provided the owners with the flexibility to manage their property more efficiently. Steve Leigh summed up their experience:

Selecting the right property management system can transform a hospitality business, enabling it to provide exceptional service and compete effectively in a challenging market.