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New Hotel Utilizes Guest Feedback to Establish Service Standards

The opening of a luxury hotel can be a very trying time for an operator. The Hotel at Arundel Preserve has shown that UniFocus, with its GUESTScope survey feedback system, can assist in that process. The Hotel at Arundel Preserve, was not only a new build, but also an independent and was looking to establish a brand and standards.
Being able to compile all of the detailed scores every week and sharing the progress with the hotel’s team, gives management a great tool to hold the team accountable for the service levels in each department. The GUESTScope survey feedback system provides real-time alerts to key staff and the transparency to see how well associates handle specific concerns, enabling hoteliers to measurably improve problem resolution and service recovery efforts.

GUESTScope provides flexible reporting capabilities; developed so significant trends can be easily spotted. This improves the service recovery success rate with more timely, effective feedback and follow up. In addition to GUESTScope, which captures meeting attendee feedback, the Hotel at Arundel Preserve utilizes UniFocus’ MEETINGScope survey feedback system, which helps create additional dialogue between the meeting planners and sales staff. Hoteliers are able to ask the right questions so they receive actionable information to use in the continuing improvement of meeting planners and attendees experience. 

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