Quore Deemed Essential to Uphold Guest Experience During Pandemic at Holiday Inn Detroit Northwest

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Guest satisfaction attributed to Quore execution of contactless communication, problem resolution and work order management

Quore, the leading provider of workflow management and productivity tools for hotels, was determined to be an indispensable tool for the staff at the Holiday Inn Detroit Northwest while navigating the challenges brought on by the Coronavirus pandemic. Quore was temporarily suspended but quickly brought back when guest satisfaction suffered.

Travis Maschino, General Manager of the Holiday Inn Detroit Northwest, attributed the decline with the absence of Quore. The team was no longer able to contactlessly communicate with guests, whether they were sending welcome messages or resolving guests’ problems, nor amongst themselves transitioning information between shifts and departments. Reverting back to documenting and tracking via notebook was more cumbersome and time consuming than anticipated, and didn’t justify the minimal cost savings.

“I really wanted to make sure my staff had the tools to do the job, that our guests weren’t inconvenienced and that our work orders were still able to be effectively handled,” says Maschino. “I also had to make sure that we continued documentation of our room PMs and our deep cleanings because unfortunately with a pandemic, we still have to do those things.”

After reinstating Quore, the Holiday Inn Detroit Northwest saw their operations and customer satisfaction return to their high standard.

“In addition to operational protocols and procedures constantly evolving, so are guest expectations,” says David Fox, Quore COO. “We’re proud to provide a solution that offers some sense of normalcy and consistency to hotel staff. It’s humbling and inspiring that we play a role in getting our customers, like Travis and his team, through this tumultuous time.”

For more information on:
How Travis Maschino leverages Quore
Contactless Communication with Quore

About Quore
Quore is an award-winning, cloud-based hotel quality optimization solution, providing the right tools to empower hotels of any size to make operations more efficient and improve guest experiences. Founded in 2012, it is the first solution ever to combine state-of-the-art technology and intuitive design to better manage all aspects of the guest experience, including preventative maintenance, guest requests and complaints, work orders, housekeeping and workforce/shift communication. Quore’s software is used by more than 4,400 hotels in the U.S., and it supports hotels from the industry’s largest brands, including IHG, Marriott, Hilton and Choice. The Franklin, Tennessee-based company is privately owned and was named one of America’s Best Startup Employers by Forbes.

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Katie Adgent
Quore
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