Legendary Stoneleigh Hotel & Spa Selects UniFocus’ GUESTScope™

  • UniFocus
  • 09.25.08
UniFocus, a global pioneer in the hospitality industry for performance, workforce management and feedback solutions, announced a new partnership with The Stoneleigh Hotel & Spa to utilize GUESTScope throughout all areas of the boutique property.

The four+-star luxury hotel, a well-known Dallas landmark, selected UniFocus because of its expertise at creating actionable intelligence from interrelated performance metrics and capabilities for sending personalized responses to guest feedback.

“At The Stoneleigh Hotel and Spa we have a reputation for providing the kind of high-end personalized service that never fails to impress our well-traveled guests,” said John Langston, managing director for The Stoneleigh. “We put high value upon knowing what our guests prefer and UniFocus’ GUESTScope will add another critical dimension to our guest-centric culture by enabling us to know what they think—instantaneously. That’s a fundamental differentiator, given the changing dynamics of what guests expect in today’s upscale hotel environment.”

“We were impressed by the fact that UniFocus survey questions are scientifically designed to get a higher response rate,” continued Langston. “Most importantly, we will have the analytics to relate guest satisfaction to other key performance indicators and fine-tune service levels to create even more memorable stays.”

Many of today’s premier hotel properties partner with UniFocus to leverage GUESTScope as a powerful business intelligence tool. Online analytical processing capabilities can reveal opportunities for improvement or help executives make critical capital expenditure decisions. Hoteliers can assess perception of value based upon rate, length of stay as well as room type and total spend. With extensive drill-down analytical capabilities, a property can uncover the “why” behind the perception and understand how to generate higher intent to recommend and return.

“Our partnership with The Stoneleigh Hotel and Spa is emblematic of how hospitality organizations can successfully position their business for growth in today’s more competitive market environment,” said Mark Heymann, president and CEO of UniFocus. “We’re seeing a robust demand for the kind of personalized services offered by upscale luxury hotels that encourage guest loyalty. GUESTScope can help hoteliers find out what touch points influence satisfaction the most and identify those guests most likely to return and/or recommend to others.”

“We are thrilled that a well-known Dallas landmark such as The Stoneleigh chose to partner with UniFocus to help them continue to raise the bar higher for personalized attention and grow their business,” Heymann continued. “GUESTScope closes the loop on guest feedback by enabling customized responses to survey feedback.”

Luxury boutique hotels such as The Stoneleigh understand that knowing guests by name, along with their preferences, keep them coming back. Experienced corporate and leisure travelers make up 80 percent of their business; more than a quarter of the property’s guests take advantage of the hotel’s luxury spa at Stoneleigh.

In addition to the capabilities mentioned above, GUESTScope features include:

  • Sharp focus on measuring crucial outcomes that really matter in the customer experience: satisfaction, intent to return/recommend and value (The SIRV Monitor).
  • Patented components that deliver proven results through brief, easy-to-understand questions that increase response rate.
  • Training and support staff with vast hospitality and service industry experience.
  • Comprehensive trending and comparative data analysis that furnishes the clearest insight into operational strengths and weaknesses.
  • Benchmarking analysis that provides understanding of a property’s competitive position.
  • Extensive report drill-down capabilities that get to the level of detail needed to diagnose results—even to tracking the performance of a particular room.
  • Advanced open-ended comment search capabilities that quickly provide in-depth understanding of the “whys” behind results.

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