Dallas, November 24, 2010 - UniFocus today announced that The Manhattan at Times Square Hotel, a Starwood-managed 665-room property in New York City, has selected the company’s GUESTScope system.
The Manhattan at Times Square is a member of the highly recognized and honored Starwood preferred Guest loyalty program. The property occupies 395,000 square feet of real estate in a prime location, covering a full city block and bounded by Broadway, Seventh Avenue and 51st and 52nd Street near Times Square.
“We implemented UniFocus’ GUESTScope in order to help us enhance the guest experience and to exceed their expectations,” said Debbie Mahony, Hotel Manager for The Manhattan at Times Square Hotel. “We now have access to a much more detailed level of information about our guests so that we know what issues impact their stay the most; we also have the capability of relating specific problem incidence to potentially lost revenue.”
UniFocus’ GUESTScope provides immediate feedback to management, enabling independent properties such as The Manhattan at Times Square Hotel to identify critical areas and respond quicker to any issues raised.
“We are pleased to announce our new business partnership with The Manhattan at Times Square Hotel,” said Mark Heymann, President and CEO of UniFocus. “GUESTScope enables hoteliers to quantify where guest service and revenue are at risk based upon guests’ intent to return and then dramatically enhance their service recovery performance. We look forward to working closely with them to help them improve at every level.”
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 The Manhattan at Times Square Hotel
Conveniently located in the vibrant heart of Manhattan, The Manhattan at Times Square Hotel is a fabulous New York City hotel for business and pleasure. Our Midtown Manhattan hotel is a short walk to Broadway theaters, museums, shopping, dining and legendary attractions, such as Central Park and Rockefeller Center. Whether traveling for business or a family vacation, The Manhattan at Times Square Hotel has comfortable hotel accommodations at the crossroads of New York City. Each of our rooms feature our ultra-comfortable bed, sitting areas, work space with high-speed Internet, a complimentary weekday newspaper and exciting views of the city skyline. After a busy day in the Big Apple, relax in our indoor heated pool or break a sweat in our fitness facility. For more information, visit www.themanhattanattimessquarehotel.com.
