Dallas, April 27, 2011 - UniFocus today announced that The Gladstone Hotel has dramatically increased their guest’s intent to return and recommend by utilizing the industry-leading GUESTScope feedback system.
“Our guests are very unique and come from around the world for The Gladstone Hotel experience and to enjoy the artist-designed accommodations,” said Alec Badley, General Manager. “Since we first started using GUESTScope, we have been able to utilize the survey analytics to be more responsive to guests. As a result, our guest satisfaction scores have gone up, along with a much higher intent to return and recommend.”
With real-time alerts to key staff and the transparency to see how well associates handle specific concerns, GUESTScope enables hoteliers to measurably improve problem resolution and service recovery efforts.
“GUESTScope has enabled us to make a greater and timelier impact on guest satisfaction in several important areas,” continued Badley. “As I read guest comments on my BlackBerry, whenever a critical issue shows up we have our key staff members immediately go into action, to respond and make sure it doesn’t happen again.
“One area that showed up on the radar as a critical issue was wireless Internet access availability, a service that we provide,” said Badley. “However, today’s business travelers expect to have 24x7 availability—so we have since then corrected the problem. Similarly, although our F&B scores have been consistently high, with GUESTScope we were able to identify the fact that there was a slight disconnect when it came to the menu.
“What really sold us on GUESTScope was its ease of use; it’s simple for me to upload guest information or download reports while on the property or even modify the survey template,” added Badley. “And since we live in a world where everyone is connected, it’s important that guests can easily complete the survey online.”
“Even at some of the most renowned hotels in the world, where service is impeccable, there is always revenue at risk when critical issues surface,” said Mark Heymann, President and CEO of UniFocus. “GUESTScope brings together the most dynamic and intuitive reporting technologies to put actionable information at your fingertips. Our system will also ensure effective actions are taken to keep revenue from walking out the door.
“We are pleased about our partnership with The Gladstone Hotel and look forward to their continued success,” continued Heymann. “GUESTScope has been proven to quantify where revenue is at risk based upon guests’ intent to return and recommend, and also to enable management to quickly resolve any critical issues.”
UniFocus’ GUESTScope utilizes customized survey questions designed to distill the most important issues surrounding the customer experience and includes these competitive advantages:
- Real-time alerts — Ensure that key staff members make faster and effective service recovery efforts.
- At Risk Revenue — Convert guest response scores into significant dollars of otherwise lost revenue.
- Problem Resolution — Quantify the revenue impact of a property’s problem resolution efforts.
- Key Opportunity Reporting — Clearly identify the issues most highly correlated to customers’ intent to return and recommend.
- Service Recovery Index — Easily ascertain how well the staff is resolving problems by type and the timeliness of response.
- Issue Analysis Reporting — Put effective corrective actions into play per frequency and type of issue.
- Communication Blog — for staff to document and share insights from the data.
- Integrated Travel Site Monitor — Integrates your open-loop and closed-loop feedback
About The Gladstone Hotel
Business and leisure travellers flock to experience the Gladstone Hotel’s artist-designed accommodations, local cultural events, diverse, friendly staff and great food and drink presented in a truly Torontonian neighbourhood environment. Restored and revitalized in 2005, Toronto’s historic landmark Gladstone Hotel has firmly established an international reputation as a unique urban hotel providing an authentic experience of local creative culture. The hotel has become a social and cultural incubator facilitating new ways of experiencing art, culture and community. To learn more, visit www.gladstonehotel.com.
