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InterContinental Hotels & Resorts Names UniFocus New Global Brand Standard

InterContinental Hotels & Resorts selects UniFocus' MEETINGScope as the new brand standard for its properties worldwide. Their global brand management team chose UniFocus as a global partner after an extensive RFP evaluation process. MEETINGScope is an advanced web-based system available for gathering critical feedback in real-time and ensuring meeting planner satisfaction during the entire event process. It also includes rich-media online sales tools that enable organizations to market directly to the meeting planners and agencies.

InterContinental Hotels & Resorts is the luxury brand of InterContinental Hotels Group, with 157 hotels globally and 69 hotels in the pipeline. UniFocus is customizing its meeting satisfaction survey system specifically for InterContinental Hotels & Resorts to measure the pre and post meeting feedback from meeting planners through industry leading reporting tools. Each user may also specify their precise meeting planner feedback criteria.
Making personal connections
"InterContinental Hotels & Resorts is the world's first truly global hotel brand with more than 60 years of insight. Our new partnership with UniFocus demonstrates our ongoing commitment towards the meetings and events business," says Anthony Ingham, global director of guest experience for InterContinental Hotels & Resorts. "The brand is all about helping our guests make the most of their time and we believe it's important for our hotels to establish personal connections with meeting planners and guests. UniFocus' MEETINGScope is the most advanced system available for gathering critical meeting planner satisfaction feedback—during the entire event process, from start to finish. It will play a key role in helping us enhance the overall meetings experience."

UniFocus' MEETINGScope system streamlines communications, analyzes every aspect of key service delivery factors, and provides historical data capture for trending and strategic planning—all of which combine to enhance relationships with meeting planners. Survey analytics can also be related to guest and employee feedback then juxtaposed against mystery evaluations to produce actionable intelligence.

The real-time nature of UniFocus' feedback technology provides an important competitive differentiator by enabling quicker response to service issues and shorter recovery time. Hotel operators can identify critical issues throughout the entire meeting event process, from contracting, through planning, meeting execution and conclusion. The on-going feedback ensures a consistently positive experience at every touch point.

Among the benefits MEETINGScope offers are:

  • Web-based survey technology and e-mail correspondence, essential to reaching meeting planners, that delivers higher response rates and maintains statistical reliability.
  • Immediate "Hot Button" reports showing important service concerns, even in first-time-business situations.
  • A database of more than 100,000 meeting-planner profiles.
  • Benchmarking, team performance and results reporting across each department that are delivered in an online system in real-time.
  • An integrated Action Plan Tracking System that ties directly to Meeting Planner Response System to ensure that proper service recovery occurs.
  • MEETINGScope training and support provided by a UniFocus team that has decades of hospitality and meeting sales experience.
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