Dallas, June 14, 2012 - The Coast Chilliwack Hotel’s Prestons restaurant was looking for technology to obtain feedback from diners, while at the same time being more environmentally conscious than the previous paper comment card system. The company found what it was looking for in UniFocus’ GUESTScope™ Survey Solution.
“Coast Hotels & Resorts strives to provide a superior standard of value, hospitality and service to our guests. The new GUESTScope survey solution has enabled us to streamline operations while still securing the feedback from our guests that is so important to us,” said Joey Beltrano, General Manager of The Coast Chilliwack Hotel.
In this application of GUESTScope, receipts provided at Prestons include a link to a website with a consumer-friendly URL leading to a customized survey for guests to give their comments on the dining experience. This implementation enables the property to received feedback from all diners, including locals that aren’t guests of the hotel. Every time a survey is completed, an email is sent to management reporting immediate feedback with both the scored results and any comments that may have been made.
“Receiving real-time feedback from our customers allows our management team to respond quickly and ensure that we are meeting our goals. The implementation of the GUESTScope system also helps Coast reduce our environmental impact with the elimination of paper comment cards,” said Sarah Kirby Yung, Executive Director, Marketing & Communications of Coast Hotels & Resorts.
The system provides flexible reporting capabilities, developed so any significant trends can be spotted quickly. Utilizing the GUESTScope guest response system (GRS) improves the service recovery success rate with more timely, effective feedback and follow-up. Further, the property can use the local customer information to do promotions as well as track frequency of dining.
“This successful partnership with Prestons at The Coast Chilliwack Hotel illustrates the adaptability of our Guest Survey Solution,” said Mark Heymann, President and CEO of UniFocus. “We’re pleased that with GUESTScope, UniFocus helps Prestons continue to provide the highest in customer service standards and meet its sustainability goals.”
About Coast Hotels & Resorts
Coast Hotels & Resorts is a leading hotel chain in Western North America. The company’s philosophy of serving its guests through a superior standard of value, hospitality and service enables its continuing expansion. Coast Hotels & Resorts now manages and franchises over 40 hotel and resort properties located throughout British Columbia, Alberta, Northwest Territories, the western United States, Alaska and Hawaii. Visit www.coasthotels.com or call 1-800-663-1144 for more information.
About The Coast Chilliwack Hotel
This full service, pet friendly hotel offering elegant lakeside and mountain-view guest rooms for leisure and business travelers alike, is located in the heart of downtown Chilliwack, and provides easy access to river adventures, hiking trails, museums, site seeing, cultural activities and artisan markets.
Relax in the indoor pool with hot tub and sauna or savor a Euro-Asian inspired dining experience at Prestons. Take advantage of the state-of-the-art fitness centre with treadmill, elliptical trainer, stationary bike, free weights and mats. Host a business or social event knowing that the friendly and professional service team will take care of you from start to finish. For more information, call 604-792-5552 or 1-800-716-6199.
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.