Foxwoods ups ante on customer service

Foxwoods resort casino recently announced its customer satisfaction research initiative by enacting a survey system to enhance its overall customer service.

Foxwoods resort casino recently announced its customer satisfaction research initiative by enacting a survey system to enhance its overall customer service.

GUESTScope, designed in partnership with labor management provider UniFocus, allows property managers to collect feedback from all facets of the casino and resort, such as room service, housekeeper, table games, slot machines, cage cashiers, restaurants, entertainment venues, spas and amenities.

The system will also allow employees to respond to guest concerns and requests in realtime.

"This technology is the latest of many resources in place to ensure we continue to provide the kind of exceptional customer experience for which Foxwoods is known," said Stephen Heise, Vice President of HR for Foxwoods. "This online system … will provide us with even more immediate insight into our guests’ experience and allow us to respond swiftly and exceed their expectations."

Foxwoods, which according to Hospitality Technology has six casinos, four hotels and more than 30 dining establishments, will make use of electronic customer surveys that can report on aspects such as at-risk revenue, problem resolution and issue analysis reporting, and offers a communication blog for staff to document and share insights about the data.