The HappyOrNot system has helped BWDC to:
Fostering Healthy Competition Among Employee Teams
Todd said the system is a useful human resource management tool. “The beauty is that HappyOrNot records when things happen — good, bad or indifferent.” If a team is getting great scores, he can reward them. If someone is getting low scores, he can give them additional training or reassign them.
Todd also expressed how sharing reports among property managers stirs up a competitive spirit. “No one wants to be at the bottom of the pack for customer service. It’s a real motivator!” BWDC also ties the scores to employee compensation.
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.”
“Being in Close Touch with Customer Experience is Important in Our Culture”
“Our culture is built on guest experience first,” Todd said. “Some people save up all year to go on a family vacation, so we want them to have the best experience we can give them. We want as many of our team members to get all the real-time alerts they want. General managers and assistant GMs get them. I get them. Being in close touch with customer experience is important in our culture. The people here love it.”
About Blue Water Development Corp.
Founded by Todd and his father, Jack, in 2002, Blue Water Development Corp. is a real estate developer specializing in commercial and hospitality properties mainly in New Jersey, Delaware, Maryland and Virginia, but with properties all along the Eastern Seaboard.
Blue Water’s portfolio includes recreational vehicle resorts, campgrounds, hotels, golf courses, and waterparks. For vacationers with a need for speed, Blue Water offers speed-boat and parasailing excursions, too. Visit www.bwdc.com to learn more.