Gibson Hotel Management Operates in Real-Time with Quore
Staff missing important guest complaints.
General Manager Thom Druffel and the staff at Holiday Inn Nashville-Vanderbilt were utilizing a popular hospitality technology solution to handle internal operations, but they weren’t particularly happy with its inability to easily share important information between departments and its lack of immediacy in reporting guest complaints. These issues resulted in valuable data getting lost in between departments and a lag time in the staff’s ability to respond to guest complaints.
Staff missing important memos
No central place to know prorities
Improve Staff Productivity
Staff missing important guest complaints.
General Manager Thom Druffel and the staff at Holiday Inn Nashville-Vanderbilt were utilizing a popular hospitality technology solution to handle internal operations, but they weren’t particularly happy with its inability to easily share important information between departments and its lack of immediacy in reporting guest complaints. These issues resulted in valuable data getting lost in between departments and a lag time in the staff’s ability to respond to guest complaints.
Staff missing important memos
No central place to know prorities
Improve Staff Productivity
Used Quore to create accountability and quick notices.
During a Holiday Inn regional conference, Druffel heard about Quore’s capabilities from several of his peers, which convinced him to make the switch for his teams. “What we got from Quore is an incredibly user-friendly solution that tackled the key issues right away,” said Druffel. “The longer we use it, the more we’re able to accomplish.”
Quore immediately allowed Druffel and Guest Services Manager Logan A. Smith to more accurately identify property- and department- specific data trends and respond to guest complaints before the guest checked out.
Staff missing important memos
No central place to know prorities
Improve Staff Productivity
Used Quore to create accountability and quick notices.
During a Holiday Inn regional conference, Druffel heard about Quore’s capabilities from several of his peers, which convinced him to make the switch for his teams. “What we got from Quore is an incredibly user-friendly solution that tackled the key issues right away,” said Druffel. “The longer we use it, the more we’re able to accomplish.”
Quore immediately allowed Druffel and Guest Services Manager Logan A. Smith to more accurately identify property- and department- specific data trends and respond to guest complaints before the guest checked out.
Staff missing important memos
No central place to know prorities
Improve Staff Productivity
“Quore consolidates everything into one place, which not only gives me the whole picture but also allows me to make smarter decisions”
Transforming Hotel Operations
As the GM of a hotel in a booming resort town, it was imperative that Joe Grieco had the ability to get a snapshot of his property while also being able to research and speak to guest-related issues and make informed decisions. But confined to paper tickets, physical logbooks and binders, Grieco found it virtually impossible to get a pulse on trends, let alone identify systemic issues. While attending a training class, Grieco noticed a colleague receive an alert from his property on his phone. Grieco took interest, and asked his colleague what software his property was using with this functionality. He explained that the system was Quore, and Grieco signed up for a free trial shortly after the training session. Three years later, Grieco is now Vice President of Operations & Development for nearly 20 hotel properties under Gibson Hotel Management and doesn’t know how he did his job before Quore.
“Before implementing Quore at our properties, it was very difficult to see trends. The sink that stops up constantly or the guest that complains about a funny smell from their room never gets rolled up or pieced together. Quore identifies these repetitions and tells a story.”
— Joe Grieco, Vice President of Operations & Development, Gibson Hotel Management
Unlocking Insights by Identifying Trends
Initially, Grieco found Quore’s intuitive automated log book and maintenance tickets the biggest time saver for his properties. Before long, he realized that Quore Reports was automatically tracking patterns and piecing together a larger picture of the hotel brand in ways that he was never able to do before, but always wanted to. “Before implementing Quore at our properties, it was very difficult to see trends,” said Grieco. “The sink that stops up constantly or the guest that complains about a funny smell from their room never gets rolled up or pieced together. Quore identifies these repetitions and tells a story.” Not only did Quore increase efficiency internally, it equipped Grieco and his team to better assist guests. The visibility that Quore offers provided his team with the ability to quickly search logbooks and guest history across properties to comprehensively research a situation and address issues in real time, from anywhere. “Quore enables me to be more prepared to speak with guests,” said Grieco. “I can put all the pieces together quickly, so I am more dialed into the issue and can better address the root cause to completely satisfy the guest.”
How Quore Helped Make Smarter Decisions Across Properties
Today, Grieco can quickly capture a granular, singular issue of a property or look at broad trends across the company to get to the heart of an internal operations issue or to better assist guests. Quore’s visibility into multiple facets of a property enables Grieco to identify patterns and systemic issues like never before. “From a corporate standpoint, Quore is our biggest asset to getting a pulse on one property or the whole hotel group,” said Grieco. “Quore consolidates everything into one place, which not only gives me the whole picture but also allows me to make smarter decisions.”
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