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The Hotel at Arundel Preserve Utilizes UniFocus Survey Feedback to Establish Service Standards

  • UniFocus
  • 03.21.12
The opening of a luxury hotel can be a very trying time for an operator. The Hotel at Arundel Preserve has shown that UniFocus, with one of the industry-leading GUESTScope™ survey feedback system, can assist in that process.

“Opening a hotel is one of the most challenging projects a general manager could deal with throughout his or her career. This was the case at the Hotel at Arundel Preserve, which was not only a new build, but also an independent,” said Jeff Makhlouf, General Manager of the Hotel at Arundel Preserve. “When you have a brand new building and no brand standards or support, the presence of a strong and reliable partner, such as UniFocus, is priceless.

“I compile all of our detailed scores every Tuesday and share the progress with my team. This gives me a great tool to hold my team accountable for the service levels in each department,” said Makhlouf. “With the help of UniFocus, we were able to come out of nowhere to become number one on TripAdvisor.”

The GUESTScope survey feedback system provides real-time alerts to key staff and the transparency to see how well associates handle specific concerns, enabling hoteliers to measurably improve problem resolution and service recovery efforts.

“UniFocus helps me keep tabs on my housekeepers, in case my staff and I overlook an item or the cleanliness of a room,” said Willie Veney, Executive Housekeeper of the Hotel at Arundel Preserve. “I can have discussions about being professional and friendly with guests, but if I’m not there with my staff when they interact, how will I know how professional and friendly they are on the floors?”

GUESTScope provides the most flexible reporting capabilities in the industry; developed so significant trends can be easily spotted. This improves the service recovery success rate with more timely, effective feedback and follow up.

“GUESTScope helps managers find the strengths and weaknesses within their hotel. It gives you an opportunity to drill down on where your negative concerns are coming from,” said April Callahan, Assistant General Manager of the Hotel at Arundel Preserve. “Negative comments, as well as positive ones, are a great way for a company to grow and insure that negative issues will not re-occur. There is nothing better for a company than when a guest survey comes in and the guest tells you their stay was wonderful.”

In addition to GUESTScope, which captures meeting attendee feedback, the Hotel at Arundel Preserve utilizes UniFocus’ MEETINGScope™ survey feedback system, which helps create additional dialogue between the meeting planners and sales staff. Hoteliers are able to ask the right questions so they receive actionable information to use in the continuing improvement of meeting planners and attendees experience.

“We are pleased about our partnership with the Hotel at Arundel Preserve and the successful use of UniFocus’ survey feedback systems with the new property,” said Mark Heymann, President and CEO of UniFocus. “Using the combination of GUESTScope and MEETINGScope at the opening of a hotel can really contribute to the creation of high customer service standards from the onset of operation.”

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