Dallas, February 7, 2012 - UniFocus is pleased to announce that The Heathman Hotel, an upscale boutique hotel located in Kirkland, Washington, has been listed on TripAdvisor’s Travelers’ Choice 2012 Top 25 list. The Heathman was ranked number five in the prestigious annual listing based on reviews from travelers.
The Heathman Hotel utilizes UniFocus’ SERVICEScope™ mystery evaluations, as well as GUESTScope™ and MEETINGScope™ survey feedback solutions.
SERVICEScope mystery evaluations determine if service standards are being maintained and if they are in sync with today’s changing perceptions. When utilized with guest surveys, SERVICEScope helps to improve guest satisfaction scores by comparing results of the two systems, and identifying one-off or systemic issues that need to be addressed from the guest’s perspective. Actions in response to the SERVICEScope results are then tracked by the guest feedback process to ensure a positive impact, thereby positively influencing the guest’s intent to recommend and return.
“UniFocus’ products have been a very important part of our success,” said Les Utley, General Manager of The Heathman Hotel. “We use the SERVICEScope mystery evaluation system in conjunction with GUESTScope and MEETINGScope, allowing us to get additional insight that would not be available with just one product or the other. UniFocus really allows us to keep our finger on the pulse of our guests and that in turn allows us to be successful in our guest satisfaction efforts.”
GUESTScope feedback surveys provide real-time alerts to key staff and the transparency to see how well associates handle specific guest concerns, enabling hoteliers to measurably improve problem resolution and service recovery efforts.
MEETINGScope helps create additional dialogue with meeting planners throughout the sales, planning and delivery process. This allows hoteliers to ask the right questions, creating actionable intelligence to maximize their intent to return and recommend. “UniFocus would like to congratulate The Heathman Hotel not only for its inclusion on the TripAdvisor list, but also for its continued commitment to excellence in guest satisfaction,” said Mark Heymann, President and CEO of UniFocus. “We are proud to provide several UniFocus’ products to assist The Heathman Hotel in its mission
About The Heathman Hotel
The Heathman Hotel offers AAA Four-Diamond luxury in Kirkland, Washington, 20 minutes from Seattle. Experience the art of luxury, tranquility and hospitality where customer service is still an art. The Heathman Hotel offers the personal attention of a boutique hotel and the services of a world-class hotel. Discover why an esteemed TripAdvisor opinion survey ranks The Heathman Hotel among the top properties in Kirkland.
The Heathman Hotel
220 Kirkland Avenue, Kirkland, Washington 98033
Reservations: 866-997-5475 | Contact: 425-284-5800 | Fax: 425-284-5888
Email: infokirkland@heathmankirkland.com
www.heathmankirkland.com
