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Heathman Hotel Partners with UniFocus to Upgrade the Guest and Meeting Planner Experience

The Heathman Hotel will utilize UniFocus' business intelligence tools to upgrade the overall guest experience in their Portland, Oregon and Kirkland, Washington locations. Additionally, 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 an 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," says 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."

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.
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