�We�re pleased to announce our partnership with Hart Hotels as hospitality organizations increasingly see the value of our advanced GUESTScope system reflected in their bottom-line,� said Mark Heymann, President and CEO of UniFocus. �At a time when ADR and occupancy are trending downward, it makes sense to make an investment in your guests to gain the vital knowledge that creates customers who return and recommend.

�The critical differentiator of GUESTScope is its proven ability to pinpoint revenue at risk due to dissatisfaction and then provide precise knowledge to make successful recovery efforts in real time,� continued Heymann. �Depending upon the amount of effort spent to keep the �convertible� guests, we estimate the ROI could be as high as 300% on recovered room revenue. This fact alone warrants such an investment in your customers.�

In today�s soft market environment it�s more critical than ever to increase the �wow� factor in the service experience to gain loyal guests and meeting planners. However, those kinds of personalized experiences require a higher and more pervasive level of intelligence than that typically gleaned from standard surveys. 

�Our management team at Hart Hotels has always believed that success can only be measured by guest satisfaction, perception of their service experience and the price-value equation,� said Kenneth Best, Assistant VP of Operations. �UniFocus� GUESTScope provides the kind of advanced survey analytics that enables us to know what our guests are thinking and to provide a personalized response to let them know we care.�

Many luxury boutique hotels understand that more personalized service keep guests coming back. Loyal corporate and leisure travelers can make up to 80 percent of their business. UniFocus� GUESTScope system utilizes scientifically developed questions that identify room revenue at risk, so that hospitality organizations aren�t fighting the twin battles of lost revenue�and spending more on the cost of new customer acquisition.

The Watkins Glen Harbor Hotel brings a new concept for relaxation and meetings to the Finger Lakes Region, located on the harbor at the southern tip of Seneca Lake�on the Seneca Wine Trail. The four-story hotel features luxury rooms, a ballroom, indoor pool, fitness center and 4,200-square-foot conference center. 

In addition to the capabilities mentioned above, GUESTScope features include:

• Sharp focus on measuring crucial outcomes that really matter in the customer experience: Satisfaction, Intent to Return/Recommend, and Value (The SIRV Monitor). 
• Patented components that deliver proven results through brief, easy-to-understand questions that increase response rate. 
• Training and support staff with vast hospitality and service industry experience. 
• Comprehensive trending and comparative data analysis that furnishes the clearest insight into operational strengths and weaknesses. 
• Benchmarking analysis that provides understanding of a property�s competitive position. 
• Extensive report drill-down capabilities that get to the level of detail needed to diagnose results�even to tracking the performance of a particular room. 
• Advanced open-ended comment search capabilities that quickly provide in-depth understanding of the �whys� behind results. 

About UniFocus
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 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.