The Venetian Macao-Resort-Hotel, Macao’s first integrated resort, is delivering on its mission to provide the best experience possible for all travelers and guests. To achieve this, they have selected UniFocus’ guest satisfaction survey system, GUESTScope. The Venetian Macao caters to a vast clientele ranging from business travelers to families. GUESTScope is giving the executive and management team unique insight across the broad spectrum of clientele being serviced throughout the property, by increasing the breadth of survey participants, including Sands Rewards Club members.
“Having world class facilities is critical to success but so too is the ability to provide great service to our millions of customers each year that meets or exceeds their expectations,” said Mark McWhinnie, Senior Vice President of Operations of The Venetian Macao-Resort-Hotel and Sands Cotai Central. “This is not something you can achieve without feedback from guests, both qualitative and quantitative. We have found UniFocus provides us with a platform that makes it easy for our guests to provide feedback; but equally, the results can then be reviewed at a macro level, or you can drill down to individual guest comment level. It has become an invaluable tool in our ongoing efforts to maintain service excellence and deliver our brand promise.”
The Venetian Macao has experienced increases in survey participation utilizing UniFocus’ automated and on-going survey launches, along with reminder invitations. These key benefits greatly reduce the time spent on administering and tracking surveys. An escalation in responses, and, therefore, a boost in guest representation, provides The Venetian Macao with a high degree of confidence in the statistically valid data. Regularly solicited feedback with UniFocus’ structured guest survey program achieves the desired response rate needed to ensure accurate information. Goal-setting and action planning become more directed with both an analytical assessment and prioritization of what’s important to guests and revenue opportunities. These key drivers give The Venetian Macao an accurate measure of their improving operations.
GUESTScope delivers solutions via actionable reporting enabling department managers and executives to easily view specific targets for improvement. Communication is shared directly with managers based on guest responses for specific questions which allow the teams to act quickly on any outstanding issues, and instantly correct any operational deficiencies. This type of perception also paves the way for training opportunities.
Another essential feature is the dynamic, “at a glance” dashboard. It provides an easy and intuitive way for all key operational and marketing staff to receive the necessary data anytime and anywhere, in real-time.
“UniFocus’ business partner team, in their advisory role, notifies and informs The Venetian Macao about key opportunities to optimize performance. We offer the strategies and service for this premiere property to continue to excel, and we are proud to be their chosen partner,” says Mark Heymann, President and CEO of UniFocus.
About The Venetian® Macao-Resort-Hotel
Opened in 2007, The Venetian® Macao-Resort-Hotel is Macao's first integrated resort featuring stunning replicas of the famous canals and architectural icons of Venice, Italy. The Venetian Macao features 3,000 suites, 1.2 million square feet (111,000 square metres) of convention and meeting facilities as well as a 15,000-seat Cotai Arena designed for world-class sports events and electrifying entertainment. The Venetian Macao is also home to the unique, 1,800-seat luxury Venetian Theatre, hosting the best in international and Chinese entertainment; more than 30 renowned restaurants; MALO CLINIC Health & Wellness; the incredibly fun QUBE indoor playground and more than 300 retailers at Shoppes at Venetian. Outdoor recreation areas include swimming pools and cabanas and a mini-golf course.
For more information, please visit www.venetianmacao.com.
UniFocus is exclusively dedicated to providing the Hospitality, Service, Retail and Healthcare Industries with the most comprehensive Workforce Management systems and Financial tools available. Our cloud based Resource Management suite of applications provides Labor Management, Time & Attendance, Budgeting, and Revenue Reporting. Additionally, we offer a complete suite of guest, employee, and meeting planner/event perception Survey Solutions, with expanded insights via mystery shopping evaluations. These products are focused on improving both top- and bottom-line performance, as well as the guest experience for our partners’ businesses. UniFocus products and services are currently delivering clear results in over 100 countries worldwide.
UniFocus is an allied member of the American Hotel & Lodging Association and a member of the National Restaurant Association.
For more information, visit www.UniFocus.com or call 972-512-5100.
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