Eclipse Hotels upgrade boosts satisfaction, efficiency

Eclipse Hotels Group properties, such as the Holiday Inn Bristol City Centre in England, are increasing their guest satisfaction scores since upgrading to Quore. Photo credit: Quore

Since adopting Quore’s workforce communication and housekeeping/engineering management technologies, operational efficiencies and guest satisfaction is improving at hotels managed by Eclipse Hotels Group. The London-based hotel management company operates Holiday Inn, Holiday Inn Express and easyHotel properties across the United Kingdom, Europe and the Caribbean. EHG is the first hotel management company outside of North America to standardize its hotel operations from preventive maintenance to housekeeping to capital expenditures and more on the Quore cloud-based platform.

“Our focus is on achieving the highest levels of guest satisfaction at all our hotels,” Grant Kennedy, group hotel support manager for Eclipse Hotels Group, said in a statement. “Before Quore, we used to rely on good intent and memory to make sure that tasks were being shared among our staff and completed in a timely manner. When we first learned about Quore, we thought it could have a big impact on our enterprise operations—and we were right. Now that we’ve been using it for almost a year, we’re making an even bigger impression on our customers. By giving them the best possible service and ensuring that our assets are looking their best and performing even better, we are delivering exceptional stays every time.

“The tools that Quore provides save us time and money,” Kennedy said. “Quore’s CapEx app, for example, is one feature that we especially appreciate. It helps us stay on top of all property-level capital requests, from emergency expenses to budgeted items. We simply enter information on what each hotel needs to purchase—along with relevant photos, documents and bids—and the requests travel through the approval chain. It’s a strategic way to manage all property-level capital requests. We just love it.”

Since implementing Quore, guests’ overall satisfaction scores portfolio wide have risen 5.3 percent. Kennedy said guests are especially impressed by the physical condition (5.9 percent increase) and cleanliness of rooms (3.8 percent increase), and with the timeliness in which their requests are being handled (2.2 percent increase).