InterMountain Management Creates Culture of Accountability 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
“If a hotel goes a week without entering a work order, the GM can reach out and set up a training session. Quore not only saves us time and money, it fosters accountability at every level.”
Addressing Operational Challenges with a New Solution
Mark Frentz and his teams at more than 70 InterMountain hotels were using a popular hospitality technology solution for years to handle internal operations, but they weren’t particularly happy with the results. The system was content-heavy and not user-friendly, so adoption was low and the teams were constrained to manual logbooks and inspection reports. As director of training and development for dozens of hotel properties, Frentz lacked visibility into day-to-day operations, so he was in the dark when it came to holding staff accountable and identifying big-picture trends across properties.
“We were immediately blown away by Quore. The design, features and capabilities were leagues beyond anything else we’d seen.”
— Mark Frentz, Director of Training & Development, InterMountain Management, LLC
Improving Operations with Quore's User-Friendly Interface
The owner of InterMountain learned about Quore at an event, and asked Frentz and his team try it out. For Frentz, it was important that InterMountain’s software solution visually represent something that was easy to learn and use. “We were immediately blown away by Quore,” said Frentz. “The design, features and capabilities were leagues beyond anything else we’d seen.” Quore allowed Frentz to access information from any property remotely, which provided him the critical visibility into the day-to-day operations he was missing. At one property, guests were frequently complaining about the quality of the mattresses. Quore flagged the trend and, because the inventory was also stored, flagged to Frentz that the mattresses were still under warranty, saving the property thousands of dollars.
Boosting Accountability & Efficiency
Through Quore’s automated reports and intuitive dashboards, Frentz is able to access property-level information remotely, giving him a pulse on both individual properties and the InterMountain brand as a whole. “With our old software solution, we had an adoption problem,” said Frentz. “With Quore, new hires say that it feels familiar to them-that’s how intuitive it is.” After implementing Quore, Frentz noticed an immediate improvement across departments, shifts and properties when it came to communication and visibility. “If a hotel goes a week without entering a work order, the GM can reach out and set up a training session,” said Frentz. “Quore not only saves us time and money, it fosters accountability at every level.”
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