New Castle Hotels & Resorts Launches GUESTScope™ Satisfaction Survey in All Independent Properties

  • UniFocus
  • 08.06.08
New Castle Hotels & Resorts, a leading third-party manager and hotel ownership and development company, has launched UniFocus’ GUESTScope guest survey systems in all independent properties in the company’s portfolio, announced Gerald P. Chase, chief operating officer of New Castle.

An advanced survey technology for gathering and evaluating guest feedback, GUESTScope has been in use at New Castle’s Brookwood Inn, Woodcliff Hotel and Spa, the Craftsman Inn, and in the three Signature Resorts the company manages on behalf of the Province of Nova Scotia – Digby Pines Resort, Keltic Lodge and Liscombe Lodge. GUESTScope uses questions scientifically designed to increase guest response rate. Gathered data provide properties with an assessment of guest satisfaction, and assist in creating strategies to improve employee-performance and guest satisfaction.

“We’ve had great success partnering with UniFocus to use GUESTScope at our independent properties,” said Chase. “Not only do we find out how we score based upon history and how that relates to comparable properties in the marketplace, but this information is also correlated with other key indicators, such as employee engagement. These results serve to validate our culture of instilling ownership in every team member to create more satisfied guests.”

“Our guest satisfaction has greatly improved because we can now find out and respond to guest issues quicker,” said Rene LeBlanc, general manager for Digby Pines Resort. “GUESTScope provides query data and monthly reports that enable us to know exactly how we’re doing in the guest experience and what matters most to them. Most importantly, they appreciate getting a personalized, instantaneous response to their feedback and know that not only do we care about what they think, we take commensurate actions.”

“We are pleased to expand our partnership with New Castle Hotels and Resorts, having successfully worked with them for the previous five years,” said Mark Heymann, president and CEO of UniFocus. “In today’s market environment it is vital to understand exactly what drives guest satisfaction and how that relates to other key performance indicators. We are excited about New Castle’s decision to expand GUESTScope utilization across all of their independent properties and look forward to helping them meet their strategic business goals.”



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