Grandview Resort & Spa
Transforming guest experience through real-time feedback and service excellence
The Challenge
Grandview Resort & Spa, a luxury 300-room resort in the Colorado Rockies, was struggling with inconsistent guest service quality and declining guest loyalty. The resort faced:
- •Guest satisfaction scores below industry averages (3.2/5.0)
- •High staff turnover leading to service inconsistencies
- •Low repeat guest booking rate (only 18%)
- •Limited visibility into real-time guest concerns during stays
- •Post-stay surveys capturing issues too late to resolve
Our Solution
Real Time Feedback implemented a comprehensive guest experience monitoring system across every touchpoint of the resort stay, from check-in to departure.
Implementation Strategy
Guest Journey Monitoring
- • Real-time check-in experience feedback
- • Room satisfaction monitoring
- • Dining service quality tracking
- • Spa and amenity experience feedback
Staff Performance Integration
- • Individual staff service tracking
- • Department performance monitoring
- • Training needs identification
- • Recognition and improvement alerts
Results Achieved
Guest Experience Improvements
- ⭐87% increase in guest satisfaction scores (3.2 to 4.8/5.0)
- 🔄72% increase in repeat bookings
- 📱94% of issues resolved during guest stay
Operational Improvements
- 👥93% improvement in staff service ratings
- 💰$3.8M increase in annual revenue
- 📉58% reduction in staff turnover
"Real Time Feedback revolutionized how we serve our guests. We can now address concerns immediately, turning potential negative experiences into opportunities to exceed expectations. Our guest loyalty has never been stronger."
Key Features Implemented
📱 Mobile Guest Services
Guests can provide feedback instantly via mobile app or QR codes in rooms and common areas.
⚡ Real-Time Alerts
Staff receive immediate notifications when guest satisfaction drops, enabling prompt resolution.
📊 Service Analytics
Management receives detailed insights into staff performance and guest experience trends.
🎯 Personalized Service
Guest preferences and feedback history enable personalized service delivery.
Implementation Timeline
Month 1: Resort Assessment
Comprehensive evaluation of existing guest services and touchpoint mapping
Month 2-3: System Integration
Platform setup, integration with resort management systems, and staff training
Month 4: Pilot Launch
Limited rollout to select guest areas and services for testing and refinement
Month 5-6: Resort-Wide Deployment
Full implementation across all guest services and amenities
Ready to Transform Your Hospitality Business?
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