Welcome To VOC Systems!

Invite every guest to advise the GM -- during their stay!

World-class hotels improve service recoveries, reduce recurring problems and elevate associate engagement through the power of free-form, mid-stay feedback.

FREE CONSULTATION

Awarded by Travel & Hospitality Tech Outlook

2025's Top Hotel Management Tool

“On behalf of the entire dedicated team at VOC Systems, I am excited and honored to announce our company has been awarded Travel & Hospitality Tech’s Top Hotel Management Tool for 2025!”

-- Brad Kesel, CEO and Founder

The Future Of Feedback

Mid-Stay Feedback is Transformational

On-Site Service Recoveries

Service recovery is a top priority for any hotel management team. Unfortunately, 30-50% of guests experiencing a problem depart silently, making recoveries difficult, if not impossible. VOC Systems meets this problem head-on, giving operating teams the ability to recover guests while they’re still on site, before survey and social media entries give you headaches.

Early Problem Discovery and Resolution

When guest observations and complaints are systematically and immediately captured, organized and distributed, they help bolster (or redirect!) survey results. This helps you set informed priorities, make faster decisions and effectively resolve issues affecting guest satisfaction.

Guests’ Freedom to Communicate

Survey fatigue is a growing reality. VOC Systems gives guests total control and freedom to communicate top-of-mind experiences during their stay in the easiest, fastest way —free-form speech and text in their native language! The guest simply scans a QR code or clicks a link for unfiltered, non-confrontational communication going straight to the GM. No reading, no typing, no passwords— no obstacles. VOC’s AI engines do the rest.

A Winning Culture

You already know that a motivated, engaged staff delivers service at a higher level. But these employees are increasingly hard to find and keep! With ExpressWay in place, associates know that any guest interaction can put them on the team’s stage in a spotlight. When team members receive a guest compliment, and they are immediately and personally recognized by supervisors, peers and management, attitudes and behaviors improve. So does retention and associated winning culture.

Reduction in Guest Complaints

Why Choose Us

Innovation and Experience, with Measurable Results

Proven Industry Expertise: Since 2008, we’ve partnered with world-class hotels and resorts to improve guest satisfaction and operational excellence. Our track record speaks for itself — with award-winning client results.
Service Recoveries Pre-Checkout: Using the latest AI engines, our scalable system fully automates translation (80+ languages), transcription, concise summarization, and smart distribution to targeted associates and managers, just minutes after a guest completes their voice or text communication. This means recovery actions are fast, informed, personable, and effective.
Reduced Problem Rates: Free-form responses make it fast, easy and convenient for guests to offer top-of-mind observations about issues affecting them. This valuable contextual insight allows your team to take action immediately for problem knowledge, prevention and resolution.
Training, Coaching, Recognition: Because guest experiences are fresh, detailed and without bias, they make perfect management tools for ongoing training, coaching and immediate employee recognition for stellar performance.
Data-Driven Performance Growth: When guest experiences (categorized by department, subject, sentiment and more), become a steady part of your team’s learning and daily improvements, culture gets better. And that means continuous, sustainable score and financial improvements.
Implementation Without the Headaches: At VOC Systems, we believe in seamlessly augmenting your existing information systems, not replacing them. Our platform works independently alongside third-party tools, minimizing disruption and facilitating effective adoption. No need for capital approvals and outlays. Your property can be up and running in just days, with simple training and workflow protocols tailored to your operation.

G.V., General Manager, Flagship Orlando Resort

“I am confident that guests are now checking out knowing that someone at the property has reached out and acknowledged their needs during their stay with us, and that we’ve done everything possible to create the very best guest experience we could provide…that’s huge!”

A.N., General Manager, Flagship Hawaiian Resort

“Knowing how large our four diamond resort is, and how important it is to us to not only meet—but exceed—guest expectations, there was a great opportunity to implement VOC Systems in order to receive and react to, constructive feedback for our team.”

M.R., General Manager, USVI Timeshare Resort

“Unlike surveys, the technology allows us to act immediately on valuable insights which helps us create and strengthen relationships with guests for a more personalized experience.”

Ready to transform your guest feedback into performance?

VOC’s ExpressWay service provides you with an efficient and dramatically effective method of staying in tune to the real voice of your guests—and increasing satisfaction!

Pages

Categories