News for the Hospitality Executive
|DALLAS— JANUARY 30, 2008 — UniFocus,
a global pioneer in the hospitality industry for performance, workforce
management and feedback solutions, announced that Lions Gate Hotel has
improved guest satisfaction by 20% with the utilization of GUESTScope®.
Lions Gate Hotel and Conference Center is one of an increasing number of
independent hotels and management companies now using GUESTScope® to
get a 360-degree view of their guests’ experience and reaping the business
benefits that follow.
Lions Gate is a 134-room property in McClellan, Calif., featuring 40,000 square feet of meeting space. Among other independent properties reporting success with UniFocus’ GUESTScope® is the Schweitzer Mountain Resort in Sand Point, Idaho, and Milestone Hospitality Management, which operates three independent, full-service resorts in the northeastern United States. The recent move by these non-affiliated hotels follows a similar trend by luxury hotels, high-end resorts and branded properties to utilize GUESTScope® to compile and analyze feedback, then to apply this knowledge to improve overall operations and profitability.
“We now know of guest issues instantly as opposed to after the fact or even not at all,” said Lions Gate General Manager Randy Zimmerman. “By being constantly in touch with the ‘voice of the customer,’ we’ve improved our overall guest satisfaction by approximately 20 percent in just the few months we’ve been using GUESTScope®. Our customers appreciate the quick, immediate contact from us, and they seem genuinely thrilled that not only are we taking the time to read their concerns, but actually acting on them.
“In short,” he added, “we’re a better hotel now.”
UniFocus executives have provided technology leadership to the hospitality industry for more than 20 years. The Dallas-based firm provides proven technology solutions to convention bureaus, hotels and resorts that enable operators to more efficiently manage their workforce and gain a 360-degree view of the customer experience. Equipped with superior business intelligence and labor management technology, UniFocus clients can more effectively optimize quality, satisfaction, operational efficiency and profitability – with a higher ROI.
“We recognize the value of immediate guest feedback, and we wanted to have a more scientific approach to listening to the ‘voice of the customer,’” noted Zimmerman. “We wanted a system that would enable us to measure our compliance with hotel standards and overall guest satisfaction. We chose GUESTScope® because it met all of our needs better than any system we found on the market.”
Lions Gate installed GUESTScope® in June 2007. Since then, Zimmerman said, the feedback obtained from the property’s guests has helped identify key drivers of guest satisfaction and has allowed management to quantify and qualify guest issues.
Devin Marx, Director of Lodging at the Schweitzer Mountain Resort in Sand Point, Idaho, echoes Zimmerman’s opinion of GUESTScope®’s effectiveness.
“Our properties are independents, so we had no automated guest-satisfaction measure,” Marx said. “We shopped around, and found UniFocus had all we wanted and needed in its GUESTScope® product. It’s provided us with an excellent tool to measure our successes and set our goals. The guest-correspondent feature is especially useful, in addition to being fast and convenient.
“The reporting feature is also excellent,” he said. “We now get monthly reports and query data regarding our services, and they show us how we score according to our past history and in comparison to similar properties in the market.”
The Schweitzer Mountain complex is made up of the 82-room Selkirk Lodge and the 50-room White Pine Lodge, in addition to condos operated by Schweitzer Property Management. The lodging facilities installed GUESTScope® nearly a year ago.
Another beneficiary of GUESTScope® is Milestone Hospitality Management. Among the many hotels that they operate are three independent, full-service resorts that cater to business and leisure travelers as well as to meetings and conferences: the 318-room Lancaster Host Resort in Lancaster, Pa.; the 156-room Chateau Resort and Conference Center in Tannersville, Pa.; and the 233-room Sturbridge Host Hotel in Sturbridge, Mass. Milestone installed GUESTScope® in each of these properties in the third quarter of 2007.
“We were familiar with the UniFocus GUESTScope® product prior to engaging their services for our three independent resorts,” said Lea Ann Kish, Chief Operating Officer of Milestone Hospitality Management, which has offices in Boca Raton, Fla., New York, and Washington. “UniFocus has a very good reputation in the industry for providing innovative products with respect to measuring customer feedback. GUESTScope® provides our independent properties with instant electronic access to performance results and detailed customer feedback so that we can implement a real time response to product and service improvement strategies. It also allows us to benchmark our performance to like hotels in the category.”
“This kind of positive feedback from non-affiliated hotels and managers of independent properties is indicative of the versatility and applicability of GUESTScope® in any kind of lodging scenario,” said Mark Heymann, President and CEO of UniFocus. “We’re pleased to be partnering with these fine hotels and management companies, and our relationships serve as validation to everyone in the industry that our products, services and solutions are among the most valuable in terms of helping organizations increase operational performance in a wide spectrum of areas.”
In addition to the capabilities mentioned above, GUESTScope® features include:
About the Lions Gate Hotel and Conference Center
The Lions Gate Hotel and Conference Center is a 134-room property in McClellan, Calif., that features up to 40,000 square feet of flexible meeting space. Located about 10 miles from downtown Sacramento, the property is conveniently centered near McClellan Business Park, dining, shopping, golfing and other popular area activities. For more information, visit the Lions Gate Web site at www.lionsgatehotel.com.
About the Selkirk Lodge and White Pine Lodge
In the heart of the vibrant Schweitzer Mountain Resort Village near Sand Point, Idaho, the Selkirk Lodge and White Pine Lodge are premier destination mountain resorts offering the ultimate in wintertime ski-in, ski-out convenience and summertime hike-in, hike-out convenience. The Selkirk Lodge features 82 deluxe, slopeside rooms and suites, many of which are equipped with wet bar, microwave and refrigerator and jetted tubs. The White Pine Lodge features 50 fully furnished one- and two-bedroom suites with complete kitchen, gas fireplace, private balconies, soaking tub, TV with VCR and high-speed wireless Internet access. For more information, visit www.schweitzer.com.
About Milestone Hotel Partners
With offices in New York, Washington, D.C., and Boca Raton, Fla., Milestone Hotel Partners is an amalgam of four principal investment groups that acquires hotel real estate. The company owns and operates 14 properties representing nearly 2,500 rooms, with brands that include Hilton, Holiday Inn, Best Western, Days Inn and Microtel as well as independent properties. In the past 10 years, Milestone has been involved in the acquisition of more than 40 hotels located throughout the United States with an aggregate value in excess of $500 million. For more information, visit the company’s Web site at www.milestonehotels.com.
Based in Dallas, UniFocus serves hospitality, casino and resort operations in the U. S. and overseas. UniFocus offers full-service operational analysis, management and staff training, financial and labor management applications, as well as staff, meeting planner and guest satisfaction measurement programs, along with a unique mystery evaluation system that can link service standard attainment to guest and employee perceptions. The resulting database allows UniFocus to uniquely correlate and benchmark each client’s performance to their particular competitive markets. Enhanced reporting capabilities allow hospitality executives to have a “total picture” overview of their operations, set strategic actions and gain asset value.
UniFocus is a Microsoft® Certified Partner, an affinity partner of the International Association of Conference Centers, a business partner of the International Association of Convention & Visitors Bureaus, and an allied member of the American Hotel & Lodging Association. For more information, visit www.unifocus.com or call 972-512-5100.
|Also See:||Fairmont Hotels & Resorts Taps UniFocus for New Labor Management System / December 2007|
|Gemstone Chooses UniFocus Programs to Enhance Employee, Guest Satisfaction; Luxury asset management company now using GUESTScope® and STAFFScope® to provide positive reinforcement for staff and guests while building retention / October 2007|
|UniFocus to Unveil Mystery Shopping Evaluation Tool - SERVICEScope®; Susan Perrin to head new on-site service evaluation process providing actionable information with links to Guest and Employee Satisfaction / September 2007|
|Web-Based Time & Attendance Solution Now Available Through UniFocus; Web-based solution performs rich management reporting, advanced administrative functions and job costing capabilities to streamline payroll operations / September 2007|
|UniFocus to Showcase Labor Management and Business Intelligence Applications at HITEC; Greater intelligence means better marketplace positioning; Performance-management company to unveil new upgrades to coveted solutions / June 2007|
|Fairmont Scottsdale Princess Selects UniFocus’ Watson, R. M. ™ Financial Management Applications / May 2007|
|Hotel del Coronado Selects UniFocus’ Watson, R. M.™ Labor and Budgeter Financial Management Applications / March 2007|
|Coastal Hotel Group Selects UniFocus’ Watson, R.M. ™ Financial Management Applications; Alliance Rivals Business Intelligence at Major Hotel Brands / March 2007|
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