Dallas, December 7, 2010 - UniFocus today announced its partnership with Tropicana Entertainment to design and deploy a new, robust Guest Satisfaction Survey system in their ten casinos and resorts. The Las Vegas-based company owns approximately 6,000 rooms, 9,000 slot positions and 250 table games across five states and Aruba.
“We are happy to announce our partnership with UniFocus and the implementation of its Guest Satisfaction Survey throughout our properties,” said Trent Dang, Corporate Director of Marketing at Tropicana Entertainment Inc. “The UniFocus Guest Satisfaction Survey system will enable us to know what our players think, identify any critical issues and, most importantly, provide the kind of personalized service that wins their loyalty.”
The Guest Satisfaction Survey from UniFocus is a comprehensive system that collects feedback about every facet of the casino resort business, and then analytically turns this into actionable intelligence. No stone is unturned: facilities and staff, table games, slot machines and cage cashiers, to F&B, housekeeping and room service.
“We are pleased to announce our strategic partnership with Tropicana Entertainment,” said Mark Heymann, President and CEO of UniFocus. “Our Guest Satisfaction Survey is designed to glean critical knowledge about the customer’s service experience in the casino resort environment. And this system is built so that operators can clearly quantify where revenue is at risk and improve their success rate in service recovery efforts.”
UniFocus’ Guest Satisfaction Survey system utilizes customized survey questions designed to distill the most critically important issues surrounding the customer 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 solving issues by problem type.
- Issue Analysis Reporting—Put corrective actions into play per frequency and types of issues.
About Tropicana Entertainment
Tropicana Entertainment Inc. is a publicly reporting company that, along with its affiliates, owns or operates nine casinos and resorts in Indiana, Louisiana, Mississippi, Nevada, and New Jersey. In addition, the Company owns a development property in Aruba. It owns approximately 6,000 rooms, 9,000 slot positions and 250 table games. The company is based in Las Vegas, Nevada. For more information, visit www.tropicanacasinos.com.
