News & Press

Westin St. John Selects VOC Systems’ ExpressWay for Guest Service Improvement

ST. JOHN, V.I. Westin St. John, a globally renowned luxury resort, chose VOC Systems to help with their guest service improvement initiative. Key reasons for the choice include a means of understanding and acting on details of guest experiences during the stay and the ability to immediately celebrate and reward employees for outstanding service delivery.

“Results from other resort properties have been dramatic,” states Brad Kesel, VOC Systems founder and CEO. “Guests are invited to act as “Quality Advisors” to the property’s highest authority, using the easiest means of communication available–speech. Because spoken insights are systematically captured, processed and distributed minutes after a guest offers them, the feedback loop is very tight, facilitating highly effective management responses for service recovery, defect prevention and employee coaching and recognition.”

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