
Giving Management Control Over the Guest Experience
“There are a lot of things in this world we can’t control. I can’t control the weather or the attitudes of my customers,” said Todd Burbage, CEO of Blue Water Development Corp., “but what I can control is the quality of my service and cleanliness of my properties.”
There can be as many as 2,500 guests a day on a single Blue Water property, so there are many customer interactions to get right. “A welcoming and efficient check-in experience and spotless restrooms? Those are things I can manage,” Todd explained. “Getting instantaneous feedback on guest experience means I can accomplish those things and provide our guests with the best possible service.”