Dallas, November 10, 2010 - Tepic Management Group, one of the largest hotel management and development companies in Canada, has implemented the company’s GUESTScope in The Hearthstone Lodge, The Overlander Mountain Lodge and Summerland Waterfront Resort.
“We are very happy with the UniFocus system for distilling meaningful feedback from our guests,” said Tom Matthews, President of Tepic Management Group. “These select properties represent some of the most attractive resort destinations in our portfolio and GUESTScope provides the kind of granular level of information that helps us understand all the interrelationships that truly matter. This helps ensure that we’re providing guests with memorable experiences and consistently exceeding their expectations.”
GUESTScope also helps hoteliers in their service recovery efforts by providing real-time alerts to key staff for immediate action and lets management know how well their associates are resolving specific issues.
“We are pleased to announce our business partnership with Tepic Management Group,” said Mark Heymann, President and CEO of UniFocus. “We have worked closely with their resort properties to help them gain a wealth of actionable in-depth knowledge that can stop revenue from walking out the door. One of the critical differentiators of GUESTScope is its proven ability to quantify where revenue is at risk based upon guests’ intent to return and recommend, and then provide timely and effective resolution of any critical issues.”
UniFocus’ GUESTScope utilizes customized survey questions designed to distill the most critically important issues surrounding the guest experience, and also includes 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 resolving issues by problem type.
- Issue Analysis Reporting—Put corrective actions into play per frequency and types of issues.
About Tepic Management Group Inc.
Tepic Management Group Inc. is a Canadian based hotel management and development company offering a full range of services from business evaluation and planning to management consultation and property management. A skilled team of experts is on hand with the knowledge and experience to ensure that your asset reaches its maximum potential. For more information please contact us at 1-250-860-3244 or toll free at 1-888-860-3241 or visit www.tepicgroup.com.
