Nemacolin
Nestled in scenic Laurel Highlands, southwest Pennsylvania. Nemacolin This is a destination of luxury that combines five-star accommodation with world-class experience. The Bachelor Season 25 was filmed there, so it may look familiar. The resort, which covers 2,200 acres of land, offers fine dining, spa services, championship golf, adventure sports, and an award-winning art collection. Nemacolin has a reputation of personalized service, and offers unforgettable stays to guests who are looking for relaxation and recreation.
Nemacolin’s Challenge
Melanie Lindemulder was the Reservations Director at Nemacolin. The property did not adopt this technology because of a pressing need or a crisis. Reservation Sales. Instead, it’s been a story of quiet consistency — of leveraging the right tools to elevate performance year after year and unlocking opportunities that might have otherwise gone unnoticed.
Reservation Sales drove $4.5M of outbound revenue
After implementing Reservation Sales You can also find out more about the following: RezForce LUXThe Nemacolin Team has become a powerful force in guest engagement. They will generate $4.5M of outbound revenue by 2024.
Nemacolin’s outbound success was not an accident. The team has created a repeatable system powered by RezForce and Reservation Sales. Leads that come in through RezForce include detailed notes and property information, which Nemacolin’s reservations agents act on immediately — delivering personalized follow-up that converts.
Agents will be rewarded for following up on leads that are of high value, such as past guests or those who were previously refused service due to price resistance or minimum nights. And the team doesn’t stop at the first “no” — they continue outreach until a guest confirms or declines. Melanie notes, “Our team is hungry. They follow up on the information and dig deep into it until they find an answer. They are motivated, focused, and consistent..”
This process is made easier by the Reservation Sales Lead Form. It ensures that no information is lost—even when a lead changes hands. The reservation and experience team use every detail to enhance guest service, including anniversaries or return visits.
And that kind of performance doesn’t go unnoticed — Melanie was named Nemacolin’s “Leader of the Year,” a recognition that speaks volumes about her team’s success.
How Reservation Sales improved team performance
At Nemacolin, leadership is more than a title — it’s a practice. Reservation Sales, says Melanie, provides the visibility and reporting that are needed to motivate team members and improve performance. The platform is used daily by her team to identify new opportunities, coach members, and refine the strategy. She says: “We can maximize coaching opportunities by reviewing every minute of the day. It allows us to promote our employees and grow them..”
As part of the resort’s Accelerated Leadership Development Program, team members from other departments rotate through reservations — and consistently walk away impressed by the structure, transparency, and data-driven decision making powered by Revinate.
Reservation Sales reports that power the resort
Reservation Sales reports have a wide impact across departments. The marketing team leverages custom email templates — approved and tracked — to follow up with unbooked leads. While revenue management analyzes Reservation Sales data for trends in turnaways – whether they are due to closed restaurants or restrictions on age – and uses this insight to optimize operations and adjust availability.
Melanie uses productivity and performance metrics for strategic planning, annual reviews, and coaching. She says: “We look at everything — from call wrap-up time to abandonment rates. We do this to ensure we are improving each day..”
For Melanie and her team, Reservation Sales isn’t just software — it’s the engine behind a culture of excellence. It facilitates coaching, accountability, proactive guest service and helps Nemacolin meet and exceed revenue goals. She summarizes the impact of this technology by saying:Reservation Sales have helped us become the company we are. It has helped us to succeed, lead and perform..”
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