The story of Canadian Niagara Hotels’ partnership with HIA begins with an ambitious vision. As the owner and operator of Canada’s largest entertainment resort, Canadian Niagara Hotels sought to streamline & upgrade their complex accounting & back office operations for maximum efficiency and guest satisfaction.

With a goal to increase functionality, the company embarked on a transformative journey that would ultimately lead to increased capabilities, simplified reporting, and long-term growth.

Part 1: Setting the Stage for Growth

Nestled in the heart of Niagara Falls, Ontario, Canadian Niagara Hotels, (CNH) has been an icon in the hospitality industry since 1993. 

CNH operates a prime destination resort with six full-service hotels, numerous award-winning restaurants, a sprawling family entertainment and amusement center, and North America’s largest indoor waterpark. The company attracts thousands of guests annually, with a mission to offer them the maximum number of unforgettable experiences in the most focused and efficient manner.

Behind the scenes, a passionate and dedicated team of over 2,500 professionals work tirelessly to uphold the company’s commitment to guest satisfaction and innovative development. As the company continued to grow, it became apparent that their existing systems were no longer adequate to support their ambitions.

For example, they had a vision that their guests would have the ability to charge all their expenses throughout the 20 acre resort complex to a single tab. This would create a seamless guest experience, but in practice pulling in data from so many different PMS & POS systems was a very ambitious matter.

Secondarily, they wanted all their back office systems to talk to each other better, from reporting, to purchasing, to the PMS and POS data. CNH’s legacy ERP system did not play well with others, essentially, so much of this data existed in siloed systems that needed to be manually combined for reporting, often in excel. And then management was forced to spend time reviewing and verifying the accuracy of the data entered by each outlet to create consolidated reports.