Castle Hill Inn Deploys UniFocus’ GUESTScope™
UniFocus today announced that Castle Hill Inn, a Relais & Châteaux property, has implemented the company’s GUESTScope to ensure superior levels of service; the property has received numerous awards and accolades for a commitment to excellence in culinary and guest expectations.
UniFocus’ GUESTScope helps Castle Hill ensure that guests have a memorable service experience that matches the splendor of their surroundings, which exemplify the warmth and quiet luxury of 19th century seacoast life. For more than a century, their pristine enclave has been one of Newport’s most charming landmarks, with its lighthouse and Inn, once the summer residence of Harvard marine biologist Alexander Agassiz.
“Our business partnership with Castle Hill is emblematic of how hospitality organizations can successfully position their business for growth,” said Mark Heymann, President and CEO of UniFocus. “We work closely with our clients to help them gain more meaningful knowledge about guests so they deliver the kind of personalized service that brings repeat business—and keeps revenue from walking out the door.”
GUESTScope utilizes customized survey questions designed to distill the most critically important issues surrounding the guest experience, and also include these vital features:
- Real-time alerts to key staff for immediate action.
Critical Issue Reporting – Bubble up the items that are most highly correlated to guests’ intent to return and recommend.
- Revenue at Risk—See the dollar amount associated with performance; based upon guest’s intent to return and recommend, you will now know the “cost of quality.”
- Service Recovery Index—Understand how well the staff is solving issues by problem type.
- Issue Analysis Reporting—Put corrective actions into play per frequency and types of issues.
About Castle Hill Inn & Resort | Castle Hill Inn is a Relais & Chateaux property, exemplifying the warmth and quiet luxury of 19th century seacoast life. Voted by readers of Conde Nast Traveler and Travel & Leisure as one of the top hotels in the world, and lauded by the New York Times as 'the best spot in town,' Castle Hill Inn is the epitome of Newport elegance.
Castle Hill Inn includes the Agassiz Mansion, Harbor House rooms, Beach House rooms, Beach Cottages, the Chalet, and four dining rooms. Castle Hill Inn and Resort delivers an unmatched getaway in a superb oceanfront location.
Castle Hill Inn is operated by Newport Harbor Corporation, an employee-owned (ESOP) hospitality corporation based in Newport, RI. For more information on Newport Harbor Corporation, please visit the website at .
About UniFocus | Based in Dallas, UniFocus serves hospitality, casino and resort operations in the U.S. and overseas. UniFocus offers full-service operational analysis, management and staff training, financial and labor management applications, as well as staff, meeting planner and guest satisfaction measurement programs, along with a unique mystery evaluation system that can link service standard attainment to guest and employee perceptions. The resulting database allows UniFocus to uniquely correlate and benchmark each client’s performance to their particular competitive markets. Enhanced reporting capabilities allow hospitality executives to have a “total picture” overview of their operations, set strategic actions and gain asset value.
UniFocus is a member of the American Resort Development Association (ARDA), a member of the Association of Collegiate Conference and Events Directors-International (ACCED-I), a Microsoft® Certified Partner, an affinity partner of the International Association of Conference Centers, and an allied member of the American Hotel & Lodging Association. For more information, visit or call 972-512-5100.
Director of Public Relations
Phone: (972) 512-5187