Kicking Horse Mountain Resort
Partners with UniFocus
for Guest Feedback
Canada’s Newest All Season Mountain Resort Selects GUESTScope™
DALLAS—December 10, 2008
— UniFocus, a global pioneer in the hospitality industry for performance, workforce management and
feedback solutions, announced a new partnership with Kicking Horse Mountain
Resort to deploy GUESTScope throughout all of their resort facilities. The full-service destination resort selected
UniFocus because of its proven success at relating guess feedback results with other key performance indicators
and then creating actionable intelligence that can measurably improve guest satisfaction.
Kicking Horse Mountain Resort currently boasts over 2,750 acres of world-class terrain, three condominium
hotels, three boutique lodges, six restaurants, four retail locations as well as a number of ski-in/ski-out town
homes and private mountain residences, all in accordance with the vision and design guidelines of the resort.
“Our partnership with UniFocus is a reflection of an ongoing commitment to our guests as a full-service
destination resort,” said Steve Paccagnan, President, Kicking Horse Mountain Resort. “We are dedicated to
providing our guests with unparalleled experiences whether on and off the mountain. UniFocus’ GUESTScope
gives us the capability of instantaneously knowing how we’re doing with our guests and then letting them know
we care, and will act upon what they think, by sending out a personalized response to their feedback.”
GUESTScope is one of the most advanced survey technologies available for gathering and evaluating guest
feedback. Questions are scientifically designed to increase response rate, thereby delivering actionable
intelligence, including extensive report drill-down capabilities that reveal the “whys.” Assessment of value
based on the impact of rate, or stay length, coupled with other key drivers of satisfaction, enable hospitality and
resort organizations to maximize the guest experience and ensure high levels of intent to return/recommend.
“We are pleased that Kicking Horse Mountain Resort has chosen to partner with UniFocus,” said Mark
Heymann, President and CEO of UniFocus. “Today it’s more critical than ever to ask the right questions, find
out what’s most important to your guests and then relate survey results to other key metrics such as employee
engagement. Hotel and resort organizations increasingly choose GUESTScope not only for its technological
advantages but because they know they”re getting a strategic business partner with UniFocus.”
In addition to the capabilities mentioned above, GUESTScope features include:
- Sharp focus on measuring crucial outcomes that really matter in the customer experience: Satisfaction,
Intent to Return/Recommend, and Value (The SIRV Monitor).
- Patented components that deliver proven results through brief, easy-to-understand questions that
increase response rate.
- Training and support staff with vast hospitality and service industry experience.
- Comprehensive trending and comparative data analysis that furnishes the clearest insight into
operational strengths and weaknesses.
- Benchmarking analysis that provides understanding of a property’s competitive position.
- Extensive report drill-down capabilities that get to the level of detail needed to diagnose results—even to
tracking the performance of a particular room.
- Advanced open-ended comment search capabilities that quickly provide in-depth understanding of the
“whys” behind results.
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