Real-Time Service Reporting
Make Every Service Moment Measurable
Unifocus gives hotel teams the power to not just resolve service issues — but to learn from them. With real-time dashboards, historical trend reports, and team-specific performance data, you can understand where your service experience excels, where it breaks down, and how to improve it across the board.
From individual response times to property-wide escalation trends, Unifocus turns daily operations into long-term impact.
Understand What’s Happening — and How Well It’s Being Handled
Service Volume and Resolution Trends
Track service activity across categories, teams, shifts, and locations. Use the data to align resources, identify bottlenecks, and spot areas for improvement.
Key Metrics:
- Total issues logged over time
- Issues by type, location, or guest tier
- First-touch vs. multi-touch resolution rates
- Time to acknowledge / time to resolve
Use Cases:
- Staffing decisions based on peak service times
- Evaluate impact of new processes or training
- Pinpoint where SLAs are consistently missed
See Where You’re Meeting Standards — and Where You’re Falling Short
SLA Compliance and Escalation Analysis
Unifocus tracks SLA compliance at every stage and shows how well teams are responding within defined thresholds.
SLA Metrics Include:
- Compliance % by team, shift, or property
- Average time to acknowledge and resolve
- Volume and % of escalated issues
- Recurring violations by issue type or role
Why It Matters:
Holds teams accountable. Helps set realistic targets. Provides proof of performance to ownership or brand leadership.
Recognize Top Performers and Support Those Who Need It
Team and Role-Based Performance Reports
Drill into performance by employee, department, or role — giving managers the insights they need to coach effectively and reward fairly.
Staff Performance Data:
- Issues resolved per shift or week
- SLA success rates
- Escalation avoidance rate
- Repeat issue resolution quality
- Guest feedback linked to team actions
Use Cases:
- Incentive programs
- Shift or seasonal coaching
- Training opportunities and onboarding improvements
Connect Operational Response to Guest Satisfaction
Guest Experience Impact Analysis
For properties using Unifocus Surveys or integrated guest feedback systems, service data can be matched to satisfaction scores — providing insight into how quickly and thoroughly service recovery affects loyalty.
Insights Include:
- Issues tied to low guest scores
- Recovery actions that led to improved feedback
- Negative feedback without prior Glitch logging (missed opportunity)
- Trend analysis for brand or ownership reporting
Roll Up Service Trends Across Hotels, Brands, and Regions
Multi-Property and Enterprise Reporting
For management companies and corporate teams, Unifocus offers cross-property dashboards with benchmarking, drill-downs, and exportable summaries.
Enterprise Reporting Tools:
- Compare SLA compliance across regions
- Track brand-wide escalation or service trends
- Export data for brand audits or board reporting
- Share best practices between high- and low-performing sites
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Whether you're managing a luxury resort, urban hotel, or multi-brand portfolio, Unifocus adapts to your needs. Start with one module or implement the full suite — and grow from there.
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