Company Press Release
May 1, 2000
DALLAS, TX -- UniFocus, one of the top performance management firms in the hospitality industry, recently rolled
out its newest program, DAYScope, for the Nashville, Tennessee-based Opryland Hotel. DAYScope is a new service
that provides on-site daily reporting of comments from hotel guests, permitting a hotel's management team to know
quickly what its customers are saying and to react to those comments accordingly.
In many cases, the program has allowed hotel staff to capture and address negative feedback instantly. "DAYScope
gives us an opportunity for us to resolve service issues prior to the guest leaving and tells us how our customers
perceive our quality of service and value for price paid," said Rod Armstrong, project manager for the DAYScope
program at the Opryland Hotel.
DAYScope is a daily performance measurement program that also provides monthly reporting for analyzing overall
trends and service quality. The process requires no more than 20 to 30 seconds of a guest's time, and comment cards
are then scanned electronically into the system to provide immediate access to the data online and for monthly
reports.
"The day-to-day operation of DAYScope is a seamless process and very user-friendly," said Chris Tomlin,
DAYScope system administrator for the Opryland Hotel. "And the feedback we receive allows us not only to fix
problems, but also provides us a basis for employee recognition."
Due to the success the program has created to date for the hotel, Opryland intends to expand use of DAYScope into
other areas, including its showboat and golf course. The Opryland Hotel began using the card-based program in early
March.
The Opryland Hotel features 2,883 guest rooms, including 220 suites and 800 garden terrace rooms offset by nine
acres of interior tropical gardens, waterfalls, rivers and fountains. With more than 600,000 sq. ft. of meeting
and exhibit space, the Opryland Hotel has more meeting and exhibit space under one roof than any hotel in the world.
The Opryland Hotel is a property of Gaylord Entertainment Company (NYSE: GET), a diversified entertainment company
with operations in hospitality, attractions, music, entertainment, broadcasting and cable networks.
UniFocus, based in Dallas, Texas, is one of the most comprehensive performance management firms in the hospitality
industry. Serving the hospitality, restaurant and gaming industries in the United States and overseas, UniFocus
offers full-service performance management analysis, systems, information and training to assist businesses in
reaching optimum staff performance and customer satisfaction. With a combination of leading-edge technology, experienced
hotel, casino and restaurant industry consultants, and proprietary comparative data, UniFocus represents the next
generation of balanced performance management systems and processing. For more information on UniFocus, call 1.800.352.9740,
or visit UniFocus on the Internet at www.unifocus.com.
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CONTACT: Sydney Townsend
Cooksey Communications
Phone: 972.580.0662, ext. 13
E-mail: sydney@cookseypr.com