Cap Juluca Selects UniFocus’ GUESTScope™ (Anguilla)
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Cap Juluca Selects UniFocus’ GUESTScope™ (Anguilla)
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Category: North America & West Indies / Carribean islands - Anguilla -
This is a press release selected by our editorial committee and published online for free on 2009-08-06
Top-Ranked Caribbean Resort Treats Guests like Royalty: UniFocus’ Advanced Survey Analytics Relate Satisfaction to Bottom-Line
UniFocus, a global pioneer in the hospitality industry for performance, workforce management and feedback solutions, announced that Cap Juluca, a five-star resort on Anguilla in the British West Indies, has selected 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.
“In today’s economic environment, guests expect a problem-free stay, particularly in upscale properties; anything less is simply unacceptable,” said Mark Heymann, President and CEO of UniFocus. “However, some hotel guests do experience a problem at any given time, since we live in an imperfect world. But most troubling is the fact that many of these guests will not even report the problem; so the bottom-line is that without an effective survey-analytics system in place, you may be playing Russian roulette with invaluable repeat business.”
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.
“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,” said 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.
“Even top luxury hotel and resort brands sometimes lose customers, without ever understanding why,” continued Heymann. “GUESTScope asks the right questions so that you understand the underlying reason behind the scores and indentify guests most likely to respond to personalized attention, recovering potential lost revenue. Some of our clients have yielded an ROI from their survey analytics as high as 126 times the original investment.
“We are pleased about our partnership with one of the top rated resorts in the world; Cap Juluca has some of the highest service standards in the industry, and we look forward to working with them to raise the bar even higher.”
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.
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