UniFocus Survey Solutions the Perfect Fit for Ojai Valley Inn & Spa

  • UniFocus
  • 07.02.12
When Pete Ells arrived at Ojai Valley Inn & Spa as managing director, he knew that he wanted to bring UniFocus’ MEETINGScope™ meeting planner satisfaction survey and GUESTScope™ guest satisfaction survey solutions with him. He had used both at his previous place of employment and didn’t want to leave behind the benefits he had been receiving.

“The guests are our number one priority and UniFocus provides us with the information we need to make sure we’re adhering to the high standards they expect,” said Ells. “Based on the previous experience and success I had with UniFocus’ survey solutions, there was no doubt I was going to approach them to partner with us.”

MEETINGScope assists the property in building loyalty with meeting planners by creating additional dialogue with them throughout the sales, planning and delivery process, focusing on issues that impact value and perception. The system also helps to close more meetings business with its Meeting Planner Profile, helping to identify hot button issues so you can better understand the needs of individual planners.

“We appreciate how simple and convenient UniFocus makes it for our meeting planners to give us feedback. It goes a long way in getting a good response rate from the surveys,” said Ells. “With the specific information we receive and the comprehensive reporting provided, we’re able to improve our training and capture and review historical data.”

GUESTScope puts meaningful knowledge about guests at the fingertips of key management staff and dramatically helps improve the service recovery success rate with more timely, effective feedback analytics and personalized follow up.

“We are not only interested in satisfying the needs of our guests, but in going above and beyond to exceed them,” said Ells. “With UniFocus’ guest survey solution, we are able to identify what the critical issues are for our guests and how our attention to and follow up on those issues impact their loyalty to our property and intent to recommend us either by word of mouth or with online reviews.”

Key staff members are given the information needed to make faster and more effective service recovery efforts with real-time alerts that are received after a guest has submitted a survey. Management is also able to see how well the staff is resolving the problems and how fast the resolution is taking place.

“We are proud to have been selected as the guest and meeting planner survey solutions partner for Ojai Valley Inn & Spa. MEETINGScope is an important solution for properties to use in establishing a culture that breeds a very positive intent to recommend and return, which is invaluable in the hospitality industry,” said Mark Heymann, president and CEO of UniFocus. “GUESTScope is the perfect feedback system for a resort property, as managers get a clear picture of the areas of concern and they are able to use that information to correct the problems and save future revenue. It is also an effective complementary solution to go along with the meeting planner feedback.”

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