Top-Ranked Caribbean Resort Calls on Guest Feedback Tool to Assess Hotel Service
Cap Juluca, a five-star resort on Anguilla in the British West Indies, has selected UniFocus' GUESTScope for their facilities. Recently re-opened after completing the first phase in its $80 million enhancement program, the 179-acre retreat is the top-ranked resort in the Caribbean—with a staff to guest ratio of two to one. Cap Juluca is situated on the private stretches of Maundays Bay Beach.
Top-ranked luxury properties such as Cap Juluca understand the value of guests who return and recommend—which drive down the cost of customer acquisition. It's not unusual for this exotic resort to receive customer accolades such as "perfect" or "paradise." UniFocus' GUESTScope enables hospitality organizations to capture a complete spectrum of guest feedback and then correlate that information with key performance indicators.
Real-time benchmarking
"Cap Juluca continues to receive one prestigious designation after another and we consistently rank at the top of every list of the best hotels and resorts in the Caribbean," says Gary Thulander, general manager. "We have an extraordinary team here that is 100% dedicated to ensuring that we exceed each guest's expectation during their stay. We selected UniFocus' GUESTScope because it is designed to distill actionable information from the feedback process, enable an automated real-time response and perform a competitive benchmarking analysis."
GUESTScope helps hotel operators up the "wow" factor by utilizing scientifically developed questions to identify key satisfiers or dissatisfiers that don't show up on the radar screen. You can also assess value based on the impact of rate or length of stay, coupled with other key drivers, to maximize the service 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 system. A unique mystery evaluation process provides additional clarity into how service standards relate to employee attitudes and guest perception, examining various aspects of service delivery such as knowledge or communication.
Top-ranked luxury properties such as Cap Juluca understand the value of guests who return and recommend—which drive down the cost of customer acquisition. It's not unusual for this exotic resort to receive customer accolades such as "perfect" or "paradise." UniFocus' GUESTScope enables hospitality organizations to capture a complete spectrum of guest feedback and then correlate that information with key performance indicators.
Real-time benchmarking
"Cap Juluca continues to receive one prestigious designation after another and we consistently rank at the top of every list of the best hotels and resorts in the Caribbean," says Gary Thulander, general manager. "We have an extraordinary team here that is 100% dedicated to ensuring that we exceed each guest's expectation during their stay. We selected UniFocus' GUESTScope because it is designed to distill actionable information from the feedback process, enable an automated real-time response and perform a competitive benchmarking analysis."
GUESTScope helps hotel operators up the "wow" factor by utilizing scientifically developed questions to identify key satisfiers or dissatisfiers that don't show up on the radar screen. You can also assess value based on the impact of rate or length of stay, coupled with other key drivers, to maximize the service 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 system. A unique mystery evaluation process provides additional clarity into how service standards relate to employee attitudes and guest perception, examining various aspects of service delivery such as knowledge or communication.