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Baillie Lodges & RMS: Crafting luxury hospitality

Baillie Lodges logo

41

Connected booking channels

15

Automated custom reports

1

centralized enterprise database

Executive summary

Baillie Lodges, a premier collection of seven bespoke luxury lodges across Australia, partnered with RMS to elevate their operational efficiency and guest experience. Facing the challenge of managing multiple properties with fragmented systems, Baillie Lodges adopted the RMS Enterprise solution to centralise operations, automate guest communications, and streamline financial reporting.

The result is a unified platform that empowers staff, enhances personalisation, and supports the brand’s commitment to world-class experiential travel. With RMS, Baillie Lodges has transformed its approach to hospitality—delivering seamless service, insightful reporting, and scalable innovation across its portfolio.

RMS' triggered correspondence functionality allows us to send custom guest communications automatically and the ability to append external documents to guest bookings enables our on-site property teams to view all guest-related correspondence without having to contact our central reservations department.

Jill Dean, Systems Project Manager, Baillie Lodges

Challenges

As Baillie Lodges expanded, so did the complexity of their operations. Managing seven distinct properties meant juggling guest communications, financial reporting, and customer data across multiple systems. The team needed a cloud-based solution that could centralise operations, streamline workflows, and support a seamless guest experience.

Enter RMS.

The decision to migrate to RMS wasn’t just about software—it was about unlocking operational excellence. Baillie Lodges sought a platform that could:

  • Automate guest communications
  • Consolidate financial data across properties
  • Create rich customer profiles
  • Enable real-time access to booking details and preferences

Their previous provider couldn’t deliver on these needs. RMS could—and did.

The Louise, Baillie Lodges
Silky Oaks Lodge, Baillie Lodges

Solutions

RMS delivered a customised enterprise solution that transformed how Baillie Lodges operates across all seven locations. The platform’s intuitive interface and tailored features have enabled the team to:

Streamline end-of-day reporting with native dashboards


Enhance guest communication through branded portals and automated messaging

Access guest preferences and travel history across multiple properties

Deliver consistent service for recurring guests with personalised insights

Results

This isn’t just tech—it’s a strategic enabler. RMS helps Baillie Lodges deliver the kind of attentive, high-touch service that defines luxury hospitality.

  • Personalised guest communications

    Custom SMS, email alerts, and interactive portals allow Baillie Lodges to engage guests professionally and proactively.

  • Integrated reporting

    RMS’ payment gateway aligns end-of-day settlements with insightful, accurate reporting—saving time and reducing errors.

  • Centralized data

    One enterprise database connects all seven lodges, enabling consistent service and operational visibility.

  • Scalable innovation

    With 15 automated custom reports and 41 connected booking channels, Baillie Lodges is equipped to scale without compromising quality.

Calyoquot Wilderness Lodge, Baillie Lodges

41

Connected booking channels

15

Automated custom reports

1

centralized database that runs all 7 lodges

We have noticed improvements in a number of areas of the business since we started using RMS thanks to the enterprise database and transparency of information. The user-friendly interface makes it easy to train new staff thereby reducing training time and costs.

Jill Dean, Systems Project Manager, Baillie Lodges

Longitude 131, Baillie Lodges