News & Press

Westin Ka’anapali Ocean Resort Embraces VOC Systems for Guest and Employee Satisfaction

MAUI, HI—Management of the Westin Ka’anapali Ocean Resort, a 1021 unit timeshare resort globally recognized for luxurious Hawaiian vacations, needed a tool that would help them stay at the top of their world class ranking. VOC Systems provided ExpressWayTM,–a unique method allowing hotel teams to stay on top of the guest experience, during the experience. Unlike traditional survey monitoring, which happens days or weeks after checkout, ExpressWay collects, processes and reports spoken, free-form comments from guests who provide their feedback in voicemails to the GM. By simply answering “What’s going right?” and “What can we improve?” guests enjoy convenience, speed and control of their mid-stay perceptions –conveyed in their own words– to the property’s highest authority. And because a high percentage of comments are compliments detailing exceptional employee service, employees feel recognized and motivated. Based on similar results from other Starwood properties, management expects to significantly reinforce their leading service position in a highly competitive market.
According to Ryan Nobriga, Hotel Manager, “VOC continues to provide us an outlet where we offer our owners and guests an option to reach out.” Further, “WKOR [property] remains at the top of the region for both Loyalty and Starvoice [employee satisfaction].

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