Dallas, September 29, 2010 - UniFocus today announced that Castle Hill Inn, a Relais & Châteaux property, has implemented the company’s GUESTScope to ensure superior levels of service; the property has received numerous awards and accolades for a commitment to excellence in culinary and guest expectations.
“We are very pleased with UniFocus’ system for gathering meaningful feedback from our guests,” said Daniel Braun, General Manager for Castle Hill Inn. “GUESTScope provides us with a much more granular level of information so that we can see not only how well we’re doing, but also understand the interrelationships that matter the most so that guests will return and recommend the property to others.”
UniFocus’ GUESTScope helps Castle Hill ensure that guests have a memorable service experience that matches the splendor of their surroundings, which exemplify the warmth and quiet luxury of 19th century seacoast life. For more than a century, their pristine enclave has been one of Newport’s most charming landmarks, with its lighthouse and Inn, once the summer residence of Harvard marine biologist Alexander Agassiz.
“Our business partnership with Castle Hill is emblematic of how hospitality organizations can successfully position their business for growth,” said Mark Heymann, President and CEO of UniFocus. “We work closely with our clients to help them gain more meaningful knowledge about guests so they deliver the kind of personalized service that brings repeat business—and keeps revenue from walking out the door.”
GUESTScope utilizes customized survey questions designed to distill the most critically important issues surrounding the guest experience, and also include these vital features:
- Real-time alerts to key staff for immediate action.
- Critical Issue Reporting — Bubble up the items that are most highly correlated to guests’ intent to return and recommend.
- Revenue at Risk—See the dollar amount associated with performance; based upon guest’s intent to return and recommend, you will now know the “cost of quality.”
- Service Recovery Index—Understand how well the staff is solving issues by problem type.
- Issue Analysis Reporting—Put corrective actions into play per frequency and types of issues.
About Castle Hill Inn & Resort
Castle Hill Inn is a Relais & Chateaux property, exemplifying the warmth and quiet luxury of 19th century seacoast life. Voted by readers of Conde Nast Traveler and Travel & Leisure as one of the top hotels in the world, and lauded by the New York Times as 'the best spot in town,' Castle Hill Inn is the epitome of Newport elegance.
Castle Hill Inn includes the Agassiz Mansion, Harbor House rooms, Beach House rooms, Beach Cottages, the Chalet, and four dining rooms. Castle Hill Inn and Resort delivers an unmatched getaway in a superb oceanfront location.
Castle Hill Inn is operated by Newport Harbor Corporation, an employee-owned (ESOP) hospitality corporation based in Newport, RI. For more information on Newport Harbor Corporation, please visit the website at www.newportharbor.com .
