Heathman Hotel Partners with UniFocus to Upgrade the Guest and Meeting Planner Experience (United States)
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Heathman Hotel Partners with UniFocus to Upgrade the Guest and Meeting Planner Experience (United States)
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Category: North America & West Indies / Carribean islands - United States - Industry economy -
New brands / Affiliations
This is a press release selected by our editorial committee and published online for free on 2009-02-11
Four Diamond Hotel Invests in Survey Analytics-Mystery Evaluation System
UniFocus, a global pioneer in the hospitality industry for performance, workforce management and feedback solutions, announced a partnership with The Heathman Hotel to utilize the firm’s business intelligence tools to upgrade the overall guest experience in their Portland, Oregon and Kirkland, Washington locations. In addition, 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 a more 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,” said 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.”
The Heathman Hotel, known for its personal concierge service, always surveys their guests to find out if their experience at The Heathman Hotel was “Dazzling,” “Average” or “Fizzling.”
“There is no better time than now to make an investment in your guests, meeting planners and associates,” said Mark Heymann, President and CEO of UniFocus. “When market conditions soften, that’s the time when you want to treat your visitors as royalty, provide memorable experiences and up the ‘wow’ factor. Our survey analytics and mystery evaluation system help hospitality organizations achieve exactly this kind of outcome.”
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.
“We’re very pleased about our partnership with The Heathman Hotel and look forward to working with them to get more ‘dazzled’ responses from their guests and meeting planners,” continued Heymann. “It is vital to connect service standards to perceptions and create customers who return and recommend to others.”
In addition to UniFocus’ integrated business intelligence tools, hoteliers may also augment feedback analytics with the company’s performance analysis and action-tracking technologies.
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