News & Press

St. Regis Monarch Beach Signs VOC Systems to Help Bolster Property’s Exemplary Performance

Dana Point, CA, Located on a breathtaking bluff overlooking the Pacific, the St. Regis Monarch Beach delivers elite clientele an experience beyond expectation. The Director of Human Resources here, Annette David, reached out to VOC Systems not only seeking to bolster and grow their guest experience scores, but also to improve associate experiences and recognition programs. Annette stated, “In January 2013 our GEI (Guest Experience Index) was a focus. We incorporated VOC in March of 2013 as a tool for resolving guest issues while they were still in-house with the hope of rebuilding their trust and loyalty and having that translate into our GEI scores. Within 3 months we made significant improvement by increasing our loyalty score by nearly 500 basis points and our problem resolution by more than 10%. In 2013 we ended the year slightly above brand average with the largest growth in the brand. We have now incorporated using the system internally to communicate any guest issues which has enhanced our collaboration among departments. We are on track to meet our GEI goals for 2014 and VOC has played any integral role in our success.”

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