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
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.
|Also See:||InterContinental Hotels & Resorts Partners with UniFocus to Enhance Meetings Satisfaction Worldwide; UniFocus’ MEETINGScope™ New Global Brand Standard / January 2009|
|Best Western International Partners with UniFocus for Member Feedback to Enhance Service; UniFocus’ Feedback Methodology and Analytics Yield Better Intelligence / January 2009|
|Schweitzer Mountain Resort Taps UniFocus for Employee Engagement Initiative; Favorite Ski Resort for Pacific Northwest Selects UniFocus’ STAFFScope™ / December 2008|
|Setai San Diego Partners with UniFocus to up ‘Wow’ Factor; UniFocus Business Intelligence Brings Together All Survey Analytics / December 2008|
|Legendary Stoneleigh Hotel & Spa Selects UniFocus’ GUESTScope™; GUESTScope™ Enables Personalized Responses to Guest Feedback / September 2008|
|Kicking Horse Mountain Resort Partners with UniFocus for Guest Feedback; Canada’s Newest All Season Mountain Resort Selects GUESTScope™ / September 2008|
|Dallas CVB and UniFocus Expand Partnership; “Big D” Convention-Visitor Bureau Targets “WOW” Factor with SERVICEScope® / August 2008|
|New Castle Hotels & Resorts Launches GUESTScope™ Satisfaction Survey in All Independent Properties / August 2008|
|Thayer Lodging Partners with UniFocus for Higher Return; SERVICEScope® Ensures Perception Matches Dazzling Experience / July 2008|
|Millennium Hotels and Resorts Partners with UniFocus for Employee Engagement Initiative; UniFocus New Standard for Employee, Guest and Meeting Planner Feedback / July 2008|
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|UniFocus Adds Key Executives for Next Growth Phase; Richard Haschke, Robin Rankin Join UniFocus / June 2008|
|Noble House Hotels & Resorts Taps UniFocus for New Resource Management System / June 2008|
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|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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