SOURCE: Market Metrix

Market Metrix

October 27, 2009 06:00 ET

Occidental Hotels & Resorts Selects Market Metrix to Evaluate Customer Service

All-Inclusive Resort Chain Investing in Advanced Guest Intelligence to Enhance the Occidental Experience

SAN RAFAEL, CA--(Marketwire - October 27, 2009) - Market Metrix, LLC, providing the hospitality industry's leading customer-focused, business improvement platform, announced today that Occidental Hotels & Resorts, a leader in all-inclusive vacations, has chosen the Market Metrix real-time satisfaction survey system to optimize the guest experience as well as improve guest loyalty.

Market Metrix technology and services are designed to derive actionable insights from customer feedback, improving loyalty and company financial results. These insights are integrated into the daily work flow of employees to create and build a customer-centric approach to service delivery.

Customer Metrix™ is directly supporting Occidental Hotels & Resorts' brand identity as a leader in the all-inclusive vacation market segment. Guests provide feedback in their native language about their complete experience -- including lodging, spa, dining, and entertainment options. The results provide managers with tools for immediate service recovery, a system to isolate and improve problem areas, and information to balance strict budget requirements with the impact on guest experience.

"We are excited to partner with Market Metrix, said Andres Pichardo Rosenburg, senior vice president of operations for Occidental Hotels & Resorts in Aruba, Mexico and Costa Rica. "The Customer Metrix program gives us the tools to evaluate guest satisfaction, improve the guest experience, and reduce costs."

"Occidental is world-renowned for delivering unforgettable all-inclusive getaways. The company is dedicated to perfecting the guest experience, even in this challenging economic climate, and we are glad to play a part in that mission," said Robert Honeycutt, CEO of Market Metrix.

Many hospitality companies are making cuts in this economy, without understanding the true impact on guests. By analyzing guest satisfaction and resulting behavior patterns, Occidental Hotels & Resorts will be ahead of the curve and have access to data to help make the right decisions for resource allocation and operations while maintaining guest loyalty.

About Market Metrix

Market Metrix has been helping leading hospitality companies turn feedback into performance since 1996. Combining award-winning research with powerful products, Market Metrix gives clients essential information, guidance and tools to make informed business decisions. Software-as-a-Service (SaaS) based products help clients save money, improve guest and employee loyalty and gain control over the new social media wave. The Market Metrix Hospitality Index (MMHI) is the most comprehensive, independent comparison of hospitality brand satisfaction, providing feedback from over 35,000 travelers a quarter on over 300 brands. The annual MMHI Awards are coveted by travel enterprises around the world. For more information, visit

About Occidental Hotels & Resorts

One of the world's leading hotel companies and one of the largest all-inclusive resort chains in the Americas, Occidental Hotels & Resorts has more than 20 properties in key destinations under the Allegro, Occidental Grand and Royal Hideaway brands, each perfectly suited to address the leisure travel needs of its market segment, from Allegro's fun-filled packages, to the luxurious Occidental Grands and Royal Hideaway. An even more exclusive component of all Occidental Grands, the "Royal Club" offers boutique-style services within the resort such as a private concierge, separate check-in and check-out services.

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