Lajitas Resort Raises the Bar for Service–with GUESTScope™

Lajitas Golf Resort and Spa is home to the world-class 18-hole Black Jack's Crossing Golf Course, masterfully designed by professional golfer, Lanny Wadkins, and set against spectacular mountain vistas. This beautiful par 72 semi-private golf course features a 500 yard driving range with 25 practice stations, 5,000 square foot putting green, short game practice facility, 9 hole par 3 golf course, and a state-of-the-art GPS system.

"At Lajitas Golf Resort and Spa, our guests expect to have a memorable experience that matches the character, Old West charm and class of our uniquely designed 103-room resort and championship golf course," said Susan Stevens, General Manager/Vice President of Operations. "UniFocus' GUESTScope helps to ensure we truly 'wow" our guests and exceed their expectations, and also that we glean the intelligence to identify what critical issues have the biggest impact upon their intent to return and recommend."

UniFocus' GUESTScope embraces the newest technologies available for putting meaningful knowledge about guests-at the fingertips of key management staff. GUESTScope also dramatically helps improve the service recovery success rate with more timely, effective feedback analytics and personalized follow up.

"GUESTScope is the preferred choice in the hotel and resort industry today because of its intuitive, dynamic reporting technologies for distilling critical intelligence about guests," said Mark Heymann, President and CEO of UniFocus. "GUESTScope enables you to quantify where revenue is at risk based upon your guests' intent to return and recommend, and to convert this information into significant dollars of otherwise lost revenue.

"We are pleased about our partnership with Lajitas Golf Resort and Spa, and look forward to their continued success in utilizing GUESTScope to make a solid improvement in guest satisfaction," added Heymann.

UniFocus' GUESTScope utilizes customized survey questions designed to bubble up the most important issues surrounding the customer experience and includes these competitive advantages:

• Real-time alerts – Ensure that key staff members make faster and effective service recovery efforts.
• At Risk Revenue – Convert guest response scores into significant dollars of otherwise lost revenue.
• Problem Resolution – Quantify the revenue impact of a property's problem resolution efforts.
• Key Opportunity Reporting – Clearly identify the issues most highly correlated to customers' intent to return and recommend.
• Service Recovery Index – Easily ascertain how well the staff is resolving problems by type and the timeliness of response.
• Issue Analysis Reporting – Put effective corrective actions into play per frequency and type of issue.
• Communication Blog – for staff to document and share insights from the data.
• Integrated Travel Site Monitor – Integrates your open-loop and closed-loop feedback.

About Lajitas Golf Resort & Spa | Tucked away in Southwest Texas between Big Bend National Park and Big Bend State Park, lies the exquisite 27,000 acre Lajitas Golf Resort and Spa. Our resort in West Texas is set among the Mountain vistas and the borderland majesty of the Rio Grande River, the resort's unique destination is rich in Old West history; complimented by the rugged luxury and superior service of a first class hotel.

Breathtaking sunsets, savory cuisine and an abundance of activities to suit all ages are hallmark to your experience at Lajitas, a place where Comanche Indians and Pancho Villa once roamed, cowboys sat around the campfire, and miners enjoyed whiskey at the local Trading Post. To find out more, visit www.Lajitasgolfresort.com.