Day in and day out, our team of dedicated Hotel Success Specialists interact with our customers more than anyone else on Team Quore. From building your hotels within our system to onboarding your teams and answering product questions-they're Quore experts who are passionate about providing quality service. And did we mention that most of them have hotel backgrounds, too?
Of course, we could go on and on about how wonderful they are, but we think that our users might be better at explaining how valuable this team is.
One customer said, "I had the opportunity to go through the Quore [onboarding] Program a couple weeks ago with Monique a.k.a. Mo. She is an IHG Guru and knows hotels like the back of her hand. It was the best coaching [we've] received since we became part of the Quore family."
Lee Noe at the Candlewood Suites Nashville Brentwood recently did a training session with Coty, one of our Success Specialists, "I think it's great to have a real conversation with people, especially with training, We asked a lot of questions and [Coty] was quick to answer all of them. He's very knowledgeable about the system."
Another mentioned that their Success Specialist "did a fabulous job on the training call" and went on to say how much they "look forward to continued support on the training and effective rollout and implementation of Quore…"
Sometimes our customer feedback is as simple as, "Thank you so much, you are a lifesaver."
We've had customers express sincere gratitude for Success Specialists reaching out for ongoing QA (Quality Assurance) inspection preparation to make sure they're using the templates their management company requires. The implementation of our Success program, as opposed to just the usual Support, means that Support becomes an active part of your Quore experience. Our team doesn't just passively wait for our customers to reach out when they have problems-they connect proactively, before there's a problem, so that they can ensure quality Quore usage and ensure that you and your team have the best experience. For example, if our team notices that your hotel isn't using Quore to its fullest potential, they'll reach out to make sure that you have everything you need to succeed, including training.
The Success program has increased Quore usage and our users' overall experience with Quore. Higher usage and increased satisfaction with our product leads to more efficient hotels-since the implementation of our Success program, we've seen:
- 18% increase in Quore usage
- 53% increase in NPS
- 15% easier to build hotels in Quore
Before working with Quore, our Success team members have worked in hotel roles such as Assistant General Manager, Front Office Manager, Director of Food & Beverage, Dual Sales Manager, Assistant Director of Housekeeping, Front Desk Supervisor, VIP Special Agent, Rooms Leader and Banquet Set Up in hotels that range from full service to boutique.
Their experiences alone are invaluable-and their passion for people even more so.
And our customers' love for support is fully reciprocated. "I loved my time in hotels and absolutely love the culture of guest service that comes with hospitality," says Coty Heaton, one of our Success Specialists, "Leaving to come to Quore was a change, but it still allows me to interact with the same kind of people that I worked with, and I love it," he explains. "A lot of what we do is based on hotel policies and procedures, so having industry knowledge is essential."
Another of our Success Specialists, Jennifer Thomas, feels similarly. "When you've been in the hospitality industry, it never leaves you. With Quore, I'm still in the industry but now I work with a variety of brands and it's something different every day," she says. "Now, I am able to support the hotel staff, and it allows them to work more efficiently and effectively. That impacts the guest, so the staff can then exceed their expectations."
"I love the personal touch of the hospitality," says Success Specialist Monique "Mo" Steele. "I've always had customer service in my blood, it runs in my family and I've been in the industry for 25 years," she explains.
Mo knows great service when she sees it, and she really believes in what she does: "Quore truly has real customer service. You're talking to someone with the knowledge and experience. Our customers get so excited to hear that and they really trust us because of that. We've proven to them that we are the real deal when it comes to customer service."
Set Up for Success
Quore's goal is to set up every hotel for success, and having a team created for that purpose is just another way that we are working towards building for our end users. Our Success team of real people is here for you 24 hours a day, 7 days a week-just call 1-877-974-9774. If you're interested in learning more about getting started with Quore, you can visit us at quore.com.