News for the Hospitality Executive |
DALLAS � FEBRUARY 11, 2009 � UniFocus, a global pioneer in the hospitality industry for performance, workforce management and feedback solutions, announced a partnership with The Heathman Hotel to utilize the firm�s business intelligence tools to upgrade the overall guest experience in their Portland, Oregon and Kirkland, Washington locations. In addition, The Heathman Hotel in Kirkland will be utilizing UniFocus� feedback solution for meeting planners to ensure that they remain a top venue choice for events and meetings. Today hospitality organizations such as The Heathman are utilizing a more advanced survey approach that includes a mystery evaluation process that creates actionable, meaningful knowledge. Feedback outcomes are collected from guests and meeting planners utilizing GUESTScope� and MEETINGScope� then analytically juxtaposed against SERVICEScope® mystery evaluations to compare standards with actual perceptions. �We are excited about our partnership with UniFocus and consider the relationship a smart investment in our guests and meeting planners,� said Les Utley, General Manager for the Heathman Hotel in Kirkland. �Our credo at the Heathman Hotel is that service is still an art when it comes to treating our visitors like royalty. With UniFocus� survey analytics and mystery evaluation system, now we have the science to ensure they always get that unforgettable experience.� The Heathman Hotel, known for its personal concierge service, always surveys their guests to find out if their experience at The Heathman Hotel was �Dazzling,� �Average� or �Fizzling.� �There is no better time than now to make an investment in your guests, meeting planners and associates,� said Mark Heymann, President and CEO of UniFocus. �When market conditions soften, that�s the time when you want to treat your visitors as royalty, provide memorable experiences and up the �wow� factor. Our survey analytics and mystery evaluation system help hospitality organizations achieve exactly this kind of outcome.� UniFocus developed its feedback technologies for guests, staff and meeting planners so that each component can be utilized separately and benchmarked or used together as an integrated business intelligence solution. A unique mystery evaluation process provides additional clarity into how service standards relate to employee attitudes and guest satisfaction, examining various aspects of service delivery such as knowledge or communication. �We�re very pleased about our partnership with The Heathman Hotel and look forward to working with them to get more �dazzled� responses from their guests and meeting planners,� continued Heymann. �It is vital to connect service standards to perceptions and create customers who return and recommend to others.� In addition to UniFocus� integrated business intelligence tools, hoteliers may also augment feedback analytics with the company�s performance analysis and action-tracking technologies. About The Heathman Hotel in Kirkland
About The Heathman Hotel in Portland
About UniFocus
UniFocus is a Preferred Partner of The Leading Hotels of the World®, a member of the American Resort Development Association (ARDA), a member of the Association of Collegiate Conference and Events Directors-International (ACCED-I), 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. |
Michael Adkisson
|
.
Home | Welcome|
Hospitality
News | Classifieds|
One-on-One
|
Viewpoint
Forum | Ideas&Trends
Please contact Hotel.Onlinewith your comments and suggestions.