New Castle Hotels & Resorts, a leading third-party manager and hotel ownership and development company, has selected UniFocus' STAFFScope survey system for all properties in their portfolio. GUESTScope is already in use throughout New Castle's independent properties.
UniFocus' STAFFScope employs scientifically designed questions and critical issues analysis to create actionable information, making possible organizational transformation that re-engages your workforce.
"Over the years we have noted a connection between high guest satisfaction scores and how engaged our employees are," says Gerald P. Chase, president and COO of the Shelton, Conn.-based New Castle. "We have had great success with our comprehensive retention and recognition program; treating staff as active participants is not only good HR policy but also makes great business sense. With UniFocus' STAFFScope in place we will be able to quantify how well we're doing and then consistently replicate that success across our entire portfolio of properties."
"We have one of the highest employee retention rates in the industry, which translates into lower costs for recruitment, skills assessment and training," says Marian Barbieri, vice president of human resources for New Castle Hotels & Resorts. "Our property management teams know it's in their best interest to ensure they have an engaged staff. UniFocus' STAFFScope survey analytics gives us the tools to reinforce our culture of instilling ownership in every team member to create more memorable experiences for our guests."
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 solution. A unique mystery evaluation process provides additional clarity into how service standards relate to employee attitudes and guest satisfaction, examining aspects of service delivery such as knowledge or communication.
In addition to UniFocus' integrated business intelligence tools, hoteliers may also augment feedback analytics with the company's performance analysis and action-tracking technologies.