Dallas, December 13, 2011 - UniFocus today announced that Festiva Hospitality Group, one of the most successful privately held vacation ownership companies in the country, has greatly expanded its use of the company’s GUESTScope™ feedback solution.
“We have been utilizing GUESTScope since 2005, with great success, and we wanted to bring the feedback metrics for the various parts of the business under one umbrella,” said Yvette Smith, chairperson of Festiva’s customer care committee. “After comparing UniFocus’ product to those of the competition, we concluded that GUESTScope was the clear choice, partly because of its ability to deliver pinpoint information we can use to make Festiva better.”
Festiva selected GUESTScope for its feedback needs in several areas of the business, including post-resort stay, post-sailing vacation, call center and owner services, sales center and annual member survey.
In the vacation ownership sales center, GUESTScope enables Festiva to gain increased benefits from a marketing standpoint. The pre-sales tour and post tour surveys include questions about values, attitudes, interests, personality and lifestyles in order to create psychographic profiles. Over time, this compiled information allows targeted marketing efforts, which can lead to an increased buyer conversion rate.
“Using GUESTScope in the sales center will give us information on key drivers we can use to get the most benefit from our marketing campaigns. Knowing who to approach regarding vacation ownership is invaluable in our industry,” said Rich Hartnett, senior vice president of sales of Festiva. “In addition to the marketing benefits, the UniFocus product offers real-time alerts, ensuring faster and more effective service recovery efforts. Sharing information from the surveys helps us maintain standards throughout the company.” UniFocus’ GUESTScope embraces the latest technologies available for putting critical intelligence about guests at the fingertips of key management staff. GUESTScope also dramatically helps improve your service recovery success rate with more timely, effective feedback analytics and follow up.
“GUESTScope is a perfect fit for Festiva’s needs in various business areas, with its dynamic and intuitive set of reporting technologies for bubbling up critical intelligence about not only guests, but owners, when you are dealing with a vacation ownership business,” said Mark Heymann, President and CEO of UniFocus. “When you can relate critical issues to guest and owner satisfaction, this knowledge enables you to quantify the dollar cost to your business and turn this into dramatically enhanced revenue.
“Festiva Hospitality Group has recognized the unequaled benefits of GUESTScope and its ability to be adapted across many areas of the business, and we look forward to continuing to work with them to ensure satisfaction across the board,” added Heymann.
About Festiva Hospitality Group
Based in Asheville, North Carolina, Festiva Hospitality Group manages and operates a dynamic collection of hotels and resorts in some of the most sought-after destinations throughout the Midwest, Southeast, Northeast and Caribbean. Festiva Sailing Vacations, a Festiva company that operates the Festiva Cruise Club, charters all-inclusive luxury catamaran yachts in the Caribbean and Greece. Festiva currently has 70,000 members among 23 vacation ownership resorts and five Festiva Cruise Club destinations. The number of members in the Festiva Adventure Club exceeds 20,000. For more information please visit www.festiva.travel.
