Peabody Orlando Builds 4-Star Service Culture with GUESTScope™

UniFocus today announced that its industry-leading GUESTScope™ system has helped The Peabody Orlando earn the coveted Forbes Four-Star rating, the 22nd consecutive year.

A UniFocus GUESTScope client since 2006, The Peabody Orlando is the largest non-gaming hotel in the country to have a four-star rating, a phenomenal achievement having recently completed a $450 million expansion. The custom-built 1,641-room Orlando convention hotel also holds the prestigious AAA Four Diamond award.

"We've had great success with GUESTScope in helping us to ensure that our high service standards are consistently and rigorously maintained," said Marshall Kelberman, Director of Rooms for The Peabody Orlando. "We keep a close pulse on guest satisfaction, monitoring feedback on a daily basis and responding to guest comments via a personalized email in a timely fashion. The UniFocus guest response system compliments our service delivery culture by enabling us to let them know that we care, and will act upon what they think.

"At The Peabody Orlando, we believe that the recovery of a dissatisfied customer should be one of the goals of any quality assurance program," continued Kelberman. "Our GUESTScope system streamlines that process so we know right away what the critical issues are and can make successful and timely service recovery efforts."

GUESTScope helps hoteliers in their problem resolution efforts by providing real-time alerts to key staff for immediate action and lets management know how well their associates are resolving specific issues.

"We are pleased that The Peabody Orlando continues to be recognized for its commitment to high standards and their four-star service culture," said Mark Heymann, President and CEO of UniFocus. "One of the critical differentiators of GUESTScope is its proven ability to quantify where revenue is at risk based upon guests' intent to return and recommend, so management can provide quick, effective resolution of any critical issues.

"As The Peabody Orlando is a long-standing UniFocus GUESTScope client, we look forward to many more successful years of working with them as their partner for guest satisfaction," added Heymann.

UniFocus' GUESTScope utilizes customized survey questions designed to distill the most critically important issues surrounding the customer experience and includes 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 customers' intent to return and recommend.
  • Revenue at Risk-See the dollar amount associated with performance; based upon customer's intent to return and recommend, you will know the "cost of quality."
  • Service Recovery Index-Understand how well the staff is resolving issues by problem type.
  • Issue Analysis Reporting-Put corrective actions into play per frequency and types of issues.

About The Peabody Orlando | The Peabody Orlando, opened in November 1986, is a staple in the Orlando-area convention and tourism industry and famous for its Peabody Ducks. The hotel has received the prestigious Forbes Travel Guide Four Star rating for 22 consecutive years. Located directly across from and adjacent to the Orange County Convention Center and in the heart of the International Drive entertainment district, The Peabody Orlando currently offers 1,641 ultra-luxurious guestrooms, 300,000 total square feet of state-of-the-art, flexible function space, a 22,000-square-foot, full-service spa & fitness center and ten delectable dining and entertainment options. Peabody Hotels, comprising The Peabody Orlando, The Peabody Memphis and The Peabody Little Rock (all Forbes Travel Guide Four Star rated hotels) is a division within the portfolio Peabody Hotel Group of Memphis, Tennessee. To learn more, please visit www.PeabodyOrlando.com, connect on Facebook or follow on Twitter.