News for the Hospitality Executive
Dallas— July 30, 2008 — UniFocus, a global pioneer in the hospitality industry for performance, workforce management and feedback solutions, announced a partnership with Thayer Lodging Group to realize a higher return on its properties by increasing the “wow” factor in the guest experience. Thayer is working with UniFocus and its SERVICEScope system to achieve more widespread utilization of premier accommodations offered by their properties—such as allergy-friendly, PURE-designated rooms and conference centers.
The Annapolis-based real estate investment company has a portfolio of 14 hotels and over 2,800 guest rooms; Thayer’s mission is to realize exceptional returns through value-add business plans. Thayer has teamed up with UniFocus to ensure service levels exceed customer expectations.
“Our partnership with UniFocus is a great match because of the value we put on relationships that drive results and return on investment—more acutely so in today’s market environment,” said Carroll Warfield, Managing Director of Thayer. “Now more than ever it is critical to gain actionable knowledge about what drives guest loyalty and how to re-engage employees to maximize return. We were most impressed by UniFocus’ Susan Perrin’s personal touch, her thoroughness to detail, tenacity and customer-savvy skills.”
SERVICEScope is a relational system developed by UniFocus to put the “wow” factor back into hospitality. Utilizing the industry’s most qualified certified evaluators and technologies, organizations can now find out how service standards relate to perceptions and how employee attitudes impact service delivery. By correlating all known variables, companies can produce meaningful knowledge for bottom-line results.
Thayer properties offer PURE-designated hotel accommodations and meeting space that are treated with the latest technologies for indoor air quality available. In-room filtration systems remove harmful allergens in the air and kill 99.9% of all viruses and bacteria that exist in the environment.
“We are very excited about partnering with UniFocus to ensure that our guests know and experience the upscale accommodations our properties offer,” remarked Tom Kammerer, Managing Director of Thayer. “Our objective is to measure how well we’re doing in this respect, correlate this information with guest and employee perceptions and gain actionable knowledge to better serve our guests and meeting planners.”
According to a recent survey conducted by Cornell University’s Survey Research Institute, general interest for allergy-friendly rooms was very high with the vast majority (83%) saying they would prefer to stay in a hotel room to remove airborne allergens, if they had the option. Business travelers were slightly more likely to say that they would prefer an allergy-friendly room (90% vs. 82%).
“Our partnership with Thayer Lodging is emblematic of how successful hospitality-related organizations are responding to today’s unpredictable market conditions,” said Mark Heymann, President and CEO of UniFocus. “In order to stay ahead of the curve, our clients are finding out if service standards are in sync with today’s changing perceptions; stand-alone random assessments cannot provide this information. Multi-dimensional reporting relates evaluation results with guest perception so that organizations can concentrate on what really matters, and then fully engage their staff for excellence to deliver services that meet expectations.”
SERVICEScope helps bring together the full scope of meaningful knowledge required to drive profitability and increased asset value. This enables hospitality organizations to see the big picture, and find out how service standard attainment relates to guest and employee perceptions. When mystery shopping evaluation results are correlated with guest perception and employee feedback, the insight is revealing.
About Thayer Lodging Group
UniFocus is a Preferred Partner of The Leading Hotels of the World®, a Microsoft® Certified Partner, a member of the American Resort Development Association (ARDA), 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.
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|Noble House Hotels & Resorts Taps UniFocus for New Resource Management System / June 2008|
|Dolce International Holdings, Inc. Taps UniFocus for New Budgeting System / June 2008|
|UniFocus’ Time & Attendance™ First to Seamlessly Integrate with “Smart” Labor Management System; Smart Workforce Management / June 2008|
|Troon Golf Partners with UniFocus to Re-Engage Staff; International Golf Management Company Launches Employee Engagement Initiative with STAFFScope® / May 2008|
|BestCities Global Alliance Taps UniFocus Expertise to Improve Operations; International CVB Organization Implements MEETINGScope™ to Increase Customer Satisfaction / April 2008|
|UniFocus’ STAFFScope® Endorsed by Dallas CVB: “Tremendous Value” ‘Big D’ Convention-Visitor Bureau Sees “Dramatic Increase in Employee Satisfaction” / April 2008|
|Prism Hotels & Resorts Rates UniFocus Second to None; STAFFScope® Evaluation Gets Crystal Clear Results / March 2008|
|Sanctuary on Camelback Mountain Sets Standard with UniFocus' Employee Feedback Solution; Top U.S. Resort Raises Bar with Web-based STAFFScope® / March 2008|
|Millennium Hotels and Resorts Selects UniFocus' MEETINGScope™; UniFocus' MEETINGScope is New Feedback Standard for All Millennium Hotel Properties in the United States / January 2008|
|UniFocus Client Improves Guest Satisfaction by 20%; Lions Gate Hotel and Other Independents Report Success with UniFocus' GUESTScope® 360-Degree Feedback Solution / January 2008|
|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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