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Westin Ka’anapali Ocean Resort Implements VOC

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


MAUI, HI — The management team at the Westin Ka’anapali Ocean Resort, a 1,021-unit timeshare resort globally recognized for luxurious Hawaiian vacations, needed a tool that would help them stay at the top of their worldclass ranking. To help them accomplish this goal, VOC Systems provided ExpressWayTM, a unique solution that allows hotel teams to stay on top of the guest experience during the experience, rather than after the guest has left. 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 directly 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. In addition, because a high percentage of comments are compliments detailing exceptional employee service, employees feel recognized and motivated. Based on similar results from other Starwood Hotels & Resorts-branded properties, management expects to significantly reinforce their leading service position in a highly competitive hotel market.
Launched in 2007, VOC Systems has collected and reported tens of thousands of pre-checkout guest comments for properties flying globally recognized brand flags. The results reported by VOC clients have been dramatic and record-breaking, including state and national (AH&LA) awards for guest relations, new highs in survey scores and impressive rank improvements within brands as well as in social media channel audiences.

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