The Best Western Plus Windjammer Inn & Conference Center is a premier hotel and dining destination in South Burlington, Vermont. Conveniently located near both Burlington International Airport and downtown Burlington, the hotel offers easy access for travelers. Guests enjoy a range of amenities, including an indoor heated saltwater pool, a cocktail lounge, and complimentary breakfast. The hotel also features versatile meeting and banquet facilities.
The Windjammer Restaurant, a Burlington institution for over 35 years, is an integral part of the hotel. This locally owned and operated steak and seafood restaurant, renowned for its salad bar and specialty cocktails, provides a delightful dining experience for hotel guests and locals alike. simpleroute provides comprehensive IT support for both the hotel and the restaurant, ensuring seamless operations across all aspects of this multifaceted business.
Challenges: The Complexity of Hotel IT and the Need for Proactive Vendor Management
The hospitality industry, particularly for hotels with integrated restaurants and conference facilities, presents unique and complex IT challenges. Prior to partnering with simpleroute, the Best Western Plus Windjammer Inn & Conference Center faced several issues stemming from the intricate nature of their technology environment and a lack of proactive support from their previous IT provider.
- Multiple Interdependent Systems: Hotels and restaurants rely on a multitude of interconnected systems, including property management systems (PMS), restaurant point-of-sale (POS) systems, key card access, Wi-Fi, phone systems, and online reservation platforms. For the Windjammer, this complexity was amplified by the integration of its restaurant operations, requiring seamless communication between hotel and restaurant systems. Managing these systems, each with its own vendor, requires significant coordination and expertise. Their previous provider was not taking ownership of these complexities.
- Lack of Proactive Support and Vendor Management: The Windjammer’s previous IT provider adopted a reactive approach, addressing problems only after they arose rather than implementing preventative measures. They also failed to effectively manage the numerous vendor relationships, leaving the hotel staff to navigate complex technical issues and coordinate between multiple parties. No one truly understood the intricacies of the systems and the processes in place.
- Outdated Infrastructure and Lack of Failover: The hotel’s server infrastructure was outdated and lacked a failover mechanism. This posed a significant risk, as a server outage could disrupt critical operations, leading to lost data, booking issues, and a negative impact on guest satisfaction.
- 24/7 Operational Needs: As a 24/7 operation, the Windjammer required an IT partner that could provide immediate and reliable support, regardless of the time or day.
- Maintaining PCI Compliance: Given the sensitive nature of handling guest payment information, maintaining strict PCI DSS (Payment Card Industry Data Security Standard) compliance was paramount. The complexity of their environment made achieving and demonstrating this compliance a significant challenge.
These challenges highlighted the need for an IT partner with a deep understanding of the hospitality industry, a proactive approach to problem-solving, a commitment to effective vendor management, and expertise in maintaining robust security and compliance standards.
Solution: Comprehensive IT Management and a True Partnership
The Best Western Plus Windjammer Inn & Conference Center sought an IT partner that could provide comprehensive support, proactively manage their complex technology environment, and act as a true partner in their success. simpleroute, with its local presence, responsive team, and expertise in the hospitality industry, was the ideal choice.
simpleroute’s commitment to providing prompt, efficient support, with technicians available to come on-site whenever needed, was a major draw for the Windjammer. Our phone support system, which allows any employee to quickly connect with a knowledgeable technician, ensures that issues are addressed immediately, minimizing disruptions to hotel operations.
“We are a 365, 24/7 business,” explains Armando, the General Manager of the Best Western Plus Windjammer Inn & Conference Center. “In my role, having the trust that we have the support regardless of the date or time is a huge stress reliever on my side because we know that we have the support if something were to go wrong.”
Beyond immediate support, the Windjammer valued simpleroute’s proactive approach to IT management and our commitment to long-term planning. Our vCIO works closely with the hotel’s leadership to understand their business objectives, provide strategic technology recommendations, and ensure their IT infrastructure is aligned with their future needs. This includes a strong emphasis on security best practices and maintaining PCI DSS compliance.
Implementation and Results: Streamlined Operations, Enhanced Security, and Peace of Mind
simpleroute has taken ownership of the Windjammer’s complex IT environment, providing comprehensive support, proactive maintenance, and strategic guidance. This includes managing the IT infrastructure for both the hotel and the restaurant, ensuring seamless integration and optimal performance.
- Vendor Management and Issue Resolution: simpleroute now manages all of the Windjammer’s technology vendors, including their restaurant POS system, acting as a single point of contact and eliminating the burden on hotel and restaurant staff. We proactively identify and resolve issues, often coordinating directly between vendors to ensure swift resolution without requiring the business’s involvement. We also consolidated their services to streamline tasks and simplify their processes.
- Server Upgrades and Failover Implementation: We upgraded the hotel’s servers to modern, reliable hardware and implemented a robust failover solution. This ensures business continuity in the event of a server outage, minimizing the impact on operations and guest services.
- Proactive Maintenance, Security, and Compliance: simpleroute conducts regular audits, ensures all hardware and software are up-to-date, and monitors the hotel’s PCI compliance to maintain the highest security standards. Our proactive approach includes regular vulnerability scans and penetration testing to identify and address potential security weaknesses. We then work with the Windjammer to remediate any findings, ensuring they meet the stringent requirements of PCI DSS and safeguard sensitive guest data. Our proactive approach prevents issues before they arise, ensuring a stable and secure IT environment.
Conclusion: A Partnership for Success in the Hospitality Industry
simpleroute’s partnership with the Best Western Plus Windjammer Inn & Conference Center has transformed their IT operations, providing stability, security, and peace of mind. By taking ownership of their complex technology environment, including both hotel and restaurant systems, proactively managing vendors, and implementing robust solutions, simpleroute has enabled the Windjammer to focus on delivering exceptional guest experiences. Our commitment to maintaining a strong security posture through regular audits, vulnerability scanning, penetration testing, and PCI DSS compliance support has been critical in protecting the Windjammer’s reputation and safeguarding their guests’ sensitive information. Our expertise in understanding the unique challenges of the hospitality industry and providing tailored support has made us a trusted partner, ensuring the Windjammer’s technology infrastructure is a driver of success, not a source of stress.