Fourwinds Resort and Marina now has an effective tool to increase guest satisfaction, drive loyalty, and their bottom line. The Marina and Resort selected GUESTScopeTM, the guest satisfaction survey solution from UniFocus, to help ensure positive word of mouth, while encouraging more of their guests to share their experience. Travel review and social media sites provide excellent channels to deliver brand messaging and the resort’s ownership was looking for greater visibility and improvement in their online rankings.
Credible endorsements result from encouraging all guests to share their experiences, in turn helping to boost bookings for the property. GUESTScope leverages the customer’s feedback as an asset to drive both profitable business decisions and intent to recommend.
"The strategy is simple, guests are our first priority. We can now easily monitor specific feedback supporting our customer-centric mentality. The GUESTScope system gives us a clear understanding of what products and services our customer values, what they could care less about, and helps identify opportunities for improvement,” says Tony Suttile, General Manager, Fourwinds Resort and Marina.
Fourwinds Resort and Marina understands the importance of leveraging top review sites and social media channels to grow its reputation. "The UniFocus survey directs our guests to travel websites like Trip Advisor to post their reviews and comments," says Suttile. "This has a powerful impact on our business. Travelers are searching for the best places to stay using these reviews and guests are writing about and recommending the Fourwinds Resort and Marina. Consumers trust recommendations from people they know and consumer opinions posted on line. As we continue to gain momentum with positive reviews on Trip Advisor, we see a direct correlation to an increase in hits and bookings,” continues Suttile.
"We are always learning, and our guests are the educators. We learn which staff members deserve praise and which employees need training," states Suttile. GUESTScope engages customers within 24 hours of departure. “Our previous comment card program had a response rate of less than 3%. With UniFocus’ automated system, guests are taking time to complete the survey and provide invaluable feedback,” shares Suttile.
Fourwinds management team utilizes the customizable reporting and real-time visual dashboard to build guest relationships and monitor improvements in feedback. Suttile comments “We personally contact all guests that have had a negative experience at our resort to offer our apologies and discounts during a future visit for an opportunity to earn back their business. GUESTScope provides our team with the opportunities we need to correct, which ultimately increases customer satisfaction and our bottom line.” Suttile stresses the importance of responding to reviews. "When someone gives you a compliment, you say 'thank you’ and engage your guests,'" he states.
"We have worked with the hospitality industry for almost 40 years to help managers understand how to maximize guest loyalty," said Mark Heymann, Chairman and CEO, UniFocus. "We capture guest feedback and provide detailed data analysis in easy-to-read monthly and rolling trend comparison reports available 24/7 for immediate access and response. Our focus is on helping properties provide a superior experience that leads to guest engagement and satisfaction."
“We strive to provide an outstanding vacation and welcome all feedback to retain repeat customers. If our customers have a great visit, they will leave happy. It is a service business first and foremost. Our focus on being one of the top staycation locations for the state of Indiana puts a strong importance on guest satisfaction. We are creating memories for our families, offering a great experience, our customers will want to come back,” finishes Suttile.
Fourwinds Resort & Marina is located on Lake Monroe in Bloomington, Indiana. It is home to Paradise Boat Rentals, the Windjammer, banquet facilities, hotel, boat service and repair shop and the largest full service marina in the Midwest! One-of-a-kind, Lakeside Resort in beautiful Southern Indiana. All guest rooms are completely renovated, and our outdoor pool area has been transformed into a beautiful year-round pool with phenomenal landscaping. Call 812-824-2628 and make your reservations today!
About UniFocus
UniFocus workforce management software provides all the tools you need to make labor force decisions with confidence. We help you optimize your daily operations with powerful yet flexible tools. Empower leadership and staff to create schedules that maximize customer satisfaction while minimizing wasted labor hours. Better labor management for contingent workforces in the hospitality, restaurants, retail, and healthcare industries. If you're in the market for a better WFMS, contact us today.
