News & Press

Ft. Lauderdale Starwood Resorts Take Advantage of Mid-Stay Guest Insights

Ft. Lauderdale, FL-– Three flagship Starwood Resorts on scenic Ft. Lauderdale Beach recently signed with VOC Systems for its unique guest feedback system.In highly competitive markets such as this premier Florida vacation destination, GMs and their operating teams realize the importance of understanding guest experiences as soon as they happen. By capturing free-form thoughts from guests in voicemails to the GM, important context is captured in both emotion (carried by voice) as well as the detailed text transcription. And because it’s easy and fast for guests to use in the privacy of their rooms, more feedback delivers increased opportunities for on-property service recoveries, reduced problems and employee recognition. According to Six Sigma Director Ron Nagy, “Our Sheraton has hit the highest score ever in its Guest Experience Index standing.  VOC systems has played a very important role!” Ron also noted significant, measureable improvement at the Westin property.
At the W Hotel, Michel Notten, Director of Operations, notes, “VOC has been very helpful….comments are opportunities that help us to improve guest experience while they are on property. For Style it is perfect to contact the guest and speak to them to address specific cleaning issues, rather than just receiving a general comment or score.”

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