Summit Cove: Improving the Customer Experience with Two-Way Radios

dec-2014-newsletter-summit-cove

Ok, so your ski resort or hotel has finally become a winter wonderland and it’s the busiest time of the year for your well trained staff. You’re expecting the guests to come pouring in during the holidays… But, are you prepared to give them the best vacation experience of their lives?

Not if you don’t use two-way radios to help your staff communicate better and stay coordinated.

Summit Cove, a property management company with over 300 properties in Keystone Resort Colorado, decided to switch to BR250 two-way radios because they needed instant communication for their staff to work more efficiently. Peter R., the owner of Summit Cove said, “Originally we were using phones with radio like features that worked on a network, but they were not very reliable.” The staff also realized that, “When they needed an immediate answer from another staff member, pulling up a schedule to determine which members were working, pulling up their phone number, calling and hoping they answer was not really a good option,” said Peter.

The entire Summit Cove staff switched to using RCA radios and equipment. The housekeeping, maintenance and guest services team are all using BR250 radios as well as the check-in and operations teams at both of their local office locations. To have radio coverage over such a large area, Discount Two-Way Radio helped Summit Cove design and set up multiple repeaters to cover their entire service area, allowing for real time communication with their entire operations team. Peter said, “We have recently upgraded to two repeater channels so that our Housekeeping, Maintenance and Ops teams can expedite communication without the interference of cross-talk and we have seen an increase in productivity.” He went on to say that, “We have been able to cut down the amount of time it takes us to respond to customer’s issues to under 5 minutes.” The instant communication that using two-way radios has provided now allows Peter’s staff to cut out the simple but time consuming steps they used to take to contact others for assistance and it has greatly improved how they complete their daily tasks.

The staff at Summit Cove said they were grateful to have two-way radios during a recent power outage. “We had a power outage and the Verizon Wireless tower and our radio repeater towers went out at the same time. We had over 700 guests staying with us at the time and our office phones were down so we switched to our radio to radio channels. We were able to still communicate with another area of the resort that still had internet access and we were able to talk down the road with them to give the information our front desk needed to keep checking guests in. In the hospitality industry our hourly cost of operations gets incredibly expensive if we have to sit and wait for the phones and power to start working again,” said Peter.

Peter R. and his management team have been very happy with the radios they’ve gotten from Discount Two-Way Radio because they’ve helped them provide better service to their rental clients, and served them well during emergency situations. Moreover, Summit Cove has enjoyed the relationship Discount Two-Way Radio has built with them. “Ordering is super easy. When we order new radios as our operation expands, DTWR pre-programs them and we have them in our hands in what seems like the next day or two,” said Peter. He continued on to say, “Their warranty repair work is done fast and returned back to us quickly…DTWR has been a pleasure to work with and extremely easy to communicate with!”

If your resort or hotel is looking to increase your daily efficiency and improve your customer service, give the wireless communication experts at Discount Two-Way Radio a call and they will help you immediately.

After all, happy customers are return customers!

To view Summit Cove’s website, visit this link: http://www.summitcove.com/