Peabody Hotels Partners with UniFocus

    /24-7PressRelease/ - DALLAS, TX, June 11, 2006 - UniFocus announced today that Peabody Hotels (PH) has implemented their comprehensive guest satisfaction measurement and reporting services across its portfolio of multi-award winning properties: The Peabody Orlando, The Peabody Memphis and The Peabody Little Rock.

The GUESTScope feedback program used by PH has many innovative features, which include utilizing a combination of response technologies to meet the communications needs of all guest segments. By doing so, PH has realized a significant increase in response rates over its previous program.

"In an age where guest feedback can become stale and less effective over time, we need feedback in real time that provides management one of its most important tools for ascertaining and improving guest satisfaction," said Alan C. Villaverde, executive vice president, Peabody Hotels. "Our partnership with UniFocus is an excellent match for achieving Peabody's guest satisfaction goals."

The easy-to-use Web-based reporting platform contains additional features that Peabody Management has found to be valuable in its ability to understand and proactively react to guests' needs. UniFocus' newest version of its Guest Response System, with rapid response technology, is making a positive impact on guests' perceptions of Peabody's commitment to providing a consistent, high-quality hospitality experience.

"Many guests have remarked that both the follow-through and timeliness of our responses are exemplary," said Douglas V. Browne, general manager, The Peabody Memphis. "We fully appreciate the ease and functionality of this application. UniFocus is truly providing us with a valuable communication engine."

Survey results are reported in a manner that gives each Peabody-flagged property an indispensable performance management tool. "We have been very pleased with the system's hands-on customization feature," commented Marshall Kelberman, director of rooms at The Peabody Orlando. "With over 25 years of experience in guest loyalty surveys, I am really impressed with the UniFocus reporting platform. From breadth to depth, we have an expanse of information now available to us right at our fingertips. This amazing tool is providing all three Peabody properties the guest feedback knowledge needed to help us hone our skills, record and celebrate our successes, and continue to improve our product."

The course for continuous improvement is assured through the use of ACTIONScope , UniFocus' trademark system that allows the reviewer of feedback results to immediately set action steps in motion. "What is great about ACTIONScope is the fact that it automatically sends an e-mail to the responsible parties and tracks the progress of the task, making actions based on feedback possible," said Andrew Lloyd Whitaker, technology manager at The Peabody Orlando. "It creates a valuable database of issues, corrective steps and follow-through time. This really is an invaluable tool for Peabody Hotels in our constant pursuit of higher and higher levels of service for our guests."

"We are proud to be a business partner of Peabody Hotels," stated UniFocus' Chief Executive Officer, Mark Heymann. "From the very beginning of our relationship it has been quite clear to us that Peabody is keenly focused on their strategy of delivering superior service. It is most rewarding to have a partner who is getting the full benefit of all of our development efforts."



Source: UniFocus, L.P.

About UniFocus

Based in Dallas, UniFocus serves hospitality, casino and resorts operations in the U.S. and overseas. UniFocus offers full-service operational analysis, management & staff training, financial and labor management applications, as well as staff, meeting planner and guest satisfaction measurement programs. The resulting database allows UniFocus to uniquely correlate and benchmark each client's performance to their particular competitive markets. Enhanced reporting capabilities allow hospitality executives to have a "total picture" overview of their operations, set strategic actions and gain asset value.

UniFocus is a Microsoft Certified Partner, an affinity partner of the International Association of Conference Centers, a business partner of the International Association of Convention & Visitors Bureaus, and an allied member of the American Hotel & Lodging Association. For more information, visit http://www.unifocus.com.

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