The Client
Rosen Hotels & Resorts is a hospitality brand based in Orlando, Florida, known for its commitment to integrity, customer service and innovation. With multiple properties throughout Florida, Rosen Hotels serves a diverse clientele, including business travelers, tourists, and groups. Supporting their operations is Millennium Technology Group (MTG), a wholly owned subsidiary that provides full-scale IT services—including networking, development and technical support for Rosen Hotels and for other clients. We spoke with Justin McCann, Director of Technical Support at MTG, as well as Jennifer Rice Palmer, Vice President of Guest Contact and Revenue Management at Rosen Hotels & Resorts, to understand how the hotel brand has benefited from their long-standing partnership with b4checkin.
The Challenge
Prior to implementing TransForm by b4, Rosen Hotels relied on paper-based processes for collecting payment information from individual guests and group reservations. This not only posed challenges in terms of PCI compliance and data security but also created inefficiencies for both staff and guests. When Rosen Hotels looked to modernize over twelve years ago, they needed a solution that would allow multiple departments to manage payments while also being easy to configure and secure without burdening operations or technical support staff.
The Solution
Rosen Hotels implemented TransForm by b4 to streamline the collection of guest payments. The platform replaced outdated paper forms with a secure, PCI-compliant digital portal that integrates directly with the hotel’s property management system (PMS). TransForm is used by nearly every guest-facing department, including sales, central reservations, and its front desk team. They use it to seamlessly manage individual, group, and event-related transactions. It’s a flexible solution that has allowed the brand to innovate how they handle payment transactions — including unexpected use cases, such as gathering financial information from their internal team for benefit payments.
The Results
The implementation of TransForm has significantly streamlined Rosen Hotels’ operations. By eliminating manual paperwork and enabling secure digital transactions, TransForm has reduced the risk associated with handling sensitive guest information and ensured PCI compliance. TransForm’s integration with their PMS allows real-time data syncing, minimizing manual input and reducing errors.
For the technical support team, the ease of configuration and the reliability of the platform mean fewer support tickets and less maintenance. “The support and sales team at b4checkin have been amazing,” said Justin McCann, Director of Technical Support at MTG. “We’ve built a great relationship with them over the years, and the software works consistently.”
Jennifer Rice Palmer added, “TransForm is incredibly easy to use. It makes training new associates simple, helps with onboarding, and streamlines processes for both our operations teams and guests.”
Even during recent technology overhauls, Rosen Hotels has chosen to continue using TransForm due to its ease of use, reliability, and the strong partnership built with b4. The solution continues to be a valuable asset across all Rosen properties, empowering teams to work more efficiently while delivering a better guest experience.
