RoomKeyPMS is celebrating a remarkable milestone in its long-standing partnership with Lakeview Hotels & Resorts: 20 years of continuous collaboration and trusting RoomKey as its property-management solution. From a single-property launch in Brandon, Manitoba, to a portfolio-wide implementation across Canada, the hotel company’s loyalty to RoomKey reflects two decades of shared innovation, operational evolution, and an unwavering commitment to guest experience.
“RoomKey has been part of our journey from the ground up,” said Jeannette Clarke, Regional Operations Manager for Tech Support, HR, Loyalty Programs, and Reservations Services at Lakeview Hotels & Resorts. “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.
A History of Hands-On Innovation
Lakeview’s journey with RoomKey began when the team sought to modernize outdated reservation systems and streamline operations across multiple locations. With their Brandon hotel serving as the inaugural property, RoomKey was adopted as a flexible and intuitive system that empowered staff (regardless of tech background) to efficiently manage both front desk and centralized reservations.
Over time, Lakeview transitioned from legacy systems to RoomKey’s more robust, cloud-based tools. Today, their operations span regions with diverse guest demographics, from work crews and oil and gas contractors in Western Canada to leisure travelers and corporate guests in the Prairies.
“From the beginning, our approach to hiring has focused on attitude over experience,” Clarke said. “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 longevity with RoomKey isn’t just about software — it’s about service. From early days of tech support and troubleshooting to more recent collaboration on mobile check-in and payment processing, Lakeview has seen the platform evolve to meet real-world needs.
“They’ve always been receptive to user feedback,” Clarke added. “RoomKey takes a thoughtful approach to development. It’s not about reacting fast; it’s about building the right thing for all users.”
That feedback loop has led to system enhancements like recurring reservations, more robust group block tools, and improved rate-linking functionality — features Lakeview teams use daily to drive efficiency and deliver exceptional guest experiences.
People-First Technology
Lakeview’s operations are defined by their personal touch and dedication to service, a philosophy that aligns with RoomKey’s ethos.
“At Lakeview, we empower every staff member to turn a guest’s day around,” Clarke said. “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.”
Their properties include everything from traditional roadside inns to tech-forward urban hotels like the Grand Winnipeg Airport Hotel, just steps from the departure gate and now offering RoomKey’s mobile check-in experience.
Looking Ahead
As Lakeview prepares for transitions within its leadership and considers the next chapter of growth, RoomKey remains a trusted partner. From payment processing to future-facing feature requests, the collaboration continues to evolve.
“We may have started with a simple solution for reservations, but RoomKey has grown with us,” said 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, agreed with Clarke, saying Lakeview has been an incredible partner from the very beginning.
“The feedback from Lakeview Hotels & Resorts has helped shape our product, and their dedication to service has inspired how we think about technology,” McPhail said. “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.”
