Dallas – August 30, 2012 – RIVUE Restaurant & Lounge, located in The Galt House Hotel in Louisville, Kentucky, thrives by making emotional connections with its guests. UniFocus’ GUESTScope Survey Solution informs them if that connection with patrons is being made.
“With GUESTScope we get completely honest feedback. When a customer is in the restaurant, they don’t always want to say their real thoughts to you in person, but when responding to an emailed survey online, they are more likely to tell you what they really think,” said David Rankin, General Manager of RIVUE Restaurant & Lounge. “We look at comments and scoring on a weekly basis so we can overcome challenges and find opportunities for improvement.”
RIVUE, which caters to both a large special occasion clientele, as well as a loyal local customer base, uses GUESTScope to survey diners that have made reservations online directly through the restaurant, or through the Open Table (www.opentable.com) online reservations system. Diners that have provided an email address through either reservation process are presented with a guest survey via email after the dining experience. Hotel guests that dine in the restaurant are also surveyed.
“We are getting an amazingly high percentage of competed surveys of somewhere between 60 and 70 percent of the emails we send. The high completion percentage gives us an extraordinarily accurate analysis of our guest perception,” said Rankin. “We have dramatically increased our scores while using the program. Diners are no longer as focused on the steps of service as in the past, they want to make a connection with the restaurant.”
UniFocus’ Guest Satisfaction Survey Solution gives users the information needed to make informed decisions. The “at a glance” dashboard shows Key Opportunities, revenue at risk and trending and benchmarking data. The Survey Response System (SRS) makes timely responses to guests simple and fast.
“In a fine dining establishment, such as RIVUE, excellent service and really connecting with guests is of the utmost importance,” said Mark Heymann, President and CEO of UniFocus. “Our survey solution isn’t only about overcoming challenges, but also provides the opportunity to recognize and reward those team members that are consistently performing well and making your customers want to return often.”
About the Galt House Hotel
Galt House Hotel, The Heart of Louisville, is one of the largest hotels in the Southeast, with 1,290 guest rooms and suites, 128,000 square feet of convention space, and more than 50 meeting rooms. The hotel features the rooftop club 360° Fitness Center with sweeping views of the skyline and waterfront, and the Conservatory, a three-story “Crystal Jewel” that connects the hotel’s two towers. In all, the Galt House features seven full-service restaurants and lounges, including RIVUE, a 25th floor revolving, rooftop restaurant, with amazing cuisine. For reservations, call 1-800-THE-GALT, or visit www.GaltHouse.com.
About UniFocus
UniFocus workforce management software provides all the tools you need to make labor force decisions with confidence. We help you optimize your daily operations with powerful yet flexible tools. Empower leadership and staff to create schedules that maximize customer satisfaction while minimizing wasted labor hours. Better labor management for contingent workforces in the hospitality, restaurants, retail, and healthcare industries. If you're in the market for a better WFMS, contact us today.