Dallas, June 24, 2011 - UniFocus today announced The Statler Hotel at Cornell University has built a AAA Four Diamond service culture by utilizing the company’s GUESTScope™ and MEETINGScope™ systems, and delivering world-class service. The upscale property won the AAA Four Diamond Award in March of 2011.
“We’ve had a very positive experience with UniFocus since we first moved to GUESTScope in April 2010,” said Rick Adie, General Manager for the Statler Hotel. “UniFocus> has always been very responsive, great to work with, helpful and quick to get back to us. So we didn’t have to think twice when we added MEETINGScope.
“Before, we were working with a paper-based comment card system, and the feedback was generally nice but very routine,” continued Adie. “Now we’re getting page after page of very useful feedback that we have utilized to improve the service experience and ultimately parlay that into earning the AAA Four Diamond Award.”
MEETINGScope and GUESTScope enable venue providers to distill the most critical information from their customers—and to act on that information—to ensure a higher intent to return and recommend.
“One of the best things about MEETINGScope and GUESTScope is the value we’re getting with much more detailed information from our customers about specific issues,” added Adie. “And the system enables us to embed that knowledge into their profile so that when they return, they are delighted we remembered them.”
“Since we’ve been using MEETINGScope, we have been getting a much higher response rate than with the previous system,” said Cyndee Wild, Director of Sales & Marketing. “And since the meeting planner can easily provide feedback online, it’s much quicker. We are also getting more meaningful, richer information about their experience, with specific details about F&B, technical issues, guest rooms, housekeeping and other areas.
“With MEETINGScope, our team is able to deliver a higher level of service during the entire event timeline, from the initial planning stage throughout the execution of the event,” continued Wild. “MEETINGScope also enables us to rapidly address any issues that come up and consistently improve our service recovery outcomes. Best of all, we’re getting a very high intent to return and recommend from meeting planners.“
“The Statler Hotel is a long-standing UniFocus client and we are pleased about their success rate in building loyal meeting planners and guests for repeat bookings,” said Mark Heymann, President and CEO of UniFocus. “Their experience with MEETINGScope and GUESTScope is indicative of the kind of results to expect when you gain critical intelligence about event planners and guests, knowing where significant revenue is at risk. ”
MEETINGScope utilizes survey questions designed to distill the most critically important issues surrounding the meeting planner experience, enabling venue providers to:
- Close More Business: Meeting Planner Profile helps identify hot buttons to so that you can better understand their needs.
- Assign the Right Personnel: Staff Matrix Reporting helps you staff the right personnel with the right meeting to ensure intent to return.
- Quantify Revenue at Risk: Know the Cost of Quality by market segment and booking type—from a dashboard.
- Identify Critical Issues: Know what will impact Event Planner’s loyalty the most!
- Determine Why Business is at Risk: Easily view see event results timeline from a color-coded format by dates.
MEETINGScope enables venue providers to match the right staff with the right meetings by drawing from a database of more than 250,000 meeting-planner profiles. Additionally, rich-media online sales tools enable you to book more events business as a vital ongoing source of revenue. An integrated Action Plan Tracking System that ties directly to a Meeting Planner Response System ensures that proper service recovery occurs.
About The Statler Hotel
Located on the grounds of Cornell University, The Statler Hotel offers a distinct lodging experience. Established in 1950 as an experiment in hotel education, The Statler thrives today as an innovative leader in the hospitality industry. Select students from Cornell’s world-renowned School of Hotel Administration work under the guidance of seasoned hospitality professionals. They receive a world-class educational experience while delivering an exceptional brand of hospitality. During your next university visit, Ithaca business trip, or Cayuga Lake vacation, we look forward to welcoming you to The Statler Hotel in Ithaca, New York. For more information, please visit statlerhotel.cornell.edu.
