Hilton GM Amplifies Communication with Quore
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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
“We’re religious about putting everything into Quore. If it’s not in Quore, it didn’t happen.”
Behind the Scenes with Gerald
Gerald Loughran, General Manager at Hilton Franklin/Cool Springs, has been using Quore since the the early days of the product. Utilizing the Quore Log Book has helped streamline communication for his entire team, making everyone’s day a little bit easier. We sat down with Gerald to get an in-depth look at how his staff’s communication has improved since he began using Quore at his hotels.
See what Gerald had to say about using Quore:
Quore: Tell me, how do you use Quore day-to-day? How does it affect your job?
Gerald: Day-to-day, Log Book is what I use most. The team uses Work Orders and Room Notices.
Quore: When you use the Log Book, is it to monitor what people are actually doing, or a communication tool?
Gerald: Communication tool. Back in the day, every hotel used to have a Red Book at the front desk, and that’s how we would communicate; by pass-ons, all handwritten. Now we use Quore, so you can tell when everyone reads it to make sure and hold people accountable when new memos or new policies and procedures have been added.
Quore: How has using Quore made your life easier?
Gerald: The monitoring of room PM’s, and making sure that everything is done in a timely manner, I can definitely see everyone is doing their job. Let’s say we have a complaint on a guest survey who says their room didn’t get cleaned or their toilet didn’t get fixed, we can always go back and reference that room number and take a look at all the Work Orders that were put in. We’re religious about putting everything into Quore. If it’s not in Quore, it didn’t happen. Same with our sales software. If it’s not in our sales software, it didn’t happen. That definitely helps every day.
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With better communication comes a better staff workflow, and Gerald has made sure that his team is working smarter with the help of Quore.
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