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Response to need for hospitality employee retention finds success in Miami Hotels & Restaurants

Innovative customer service tech focused on connection, recognition and reputation embraced at new locations.

DALLAS – Grata is the first-of-its-kind reputation platform dedicated to capturing and showcasing the value frontline service workers provide to customers and brands. Following a successful round of seed funding in December 2022, Grata announces their innovational reputation platform is now available in five different brands and eleven restaurant locations in Dallas and Miami. All seven of the Mesero Restaurant Group locations in the Dallas/Fort Worth region and four dining outlets in Miami launched the Grata platform. The restaurants in Miami include Bar Centro, Hyde Beach, Bazaar and Katsuya located in SLS South Beach. Gates Hotel in Miami’s South Beach has also adopted Grata throughout their hotel.

Grata helps brands build a culture of exceptional customer service through recognition, retention and reputation. Through Grata’s reputation management platform, customers are given the opportunity to recognize frontline workers for unforgettable experiences in real-time. Employees can publicly capture and showcase their proven reputation of exceptional customer experiences. Brands can reward and retain their top performers, while building a culture of service through customer insights.

The community is free and accessed through QR codes, not requiring customers to download an app. The customer can scan a QR left in the check presenter, on a nametag, table tent, wearable or handheld POS device to leave an employee a “Grata ” to recognize and endorse them for their great service. Employee reputations are no longer centralized within employer’s reviews, they are publicly credited to the individuals that create and cultivate exceptional guest experiences. The frontline worker is building a reputation and resume for service quality for themselves as well as their employer’s brand. In turn managers can leverage real-time customer service insights to identify, reward and retain their top team members and create a standard and reputation of service quality. Service brands are able to provide a truly personal guest experience by capturing the feedback and interests of their most valuable customers to drive brand loyalty.

A property known nationally for its exceptional service and skilled staff, SLS South Beach was an early adaptor to Grata, participating in its beta forms in 2022. Simon Sopresi, Vice President of Operations Miami, Mexico & South America with Ennismore Lifestyle Hospitality Company, has long seen the intrinsic value of team members who make guest’s stays exceptional at the hotel.

“Our staff and customers love the easy-to-use Grata platform,” said Sopresi. “Our guests enjoy having access to a tool that allows them to express gratitude for excellent customer service on an easy-to-use platform. And our staff members are able to scroll through the recognition they have received at any time, offering them an opportunity to capture the praise they have received in a cumulative and permanent digital format. It fuels employee and customer satisfaction, while also providing us insight into the experiences our customers value most.”

“As so much of our brand’s culture revolves around exemplary service and memorable experiences for our guests, implementing Grata was an easy decision for us,” Mesero Restaurant Group President and CEO Trey Dyer said. “We have seen an immediate positive response from our staff and from our guests with the easy to use QR codes. It is always exciting to see our employees being appreciated by our customers and we are looking forward to further increased engagement between them on the Grata platform.”

Grata is reshaping the culture of service through recognition, retention and reputation in brands that differentiate themselves through the guest experience. Grata founder Mark Bunting believes the importance of frontline service workers is indisputable. The army of service employees are directly linked to the guest’s experience with any service brand. Any customer service-focused enterprise will benefit from technology that shines a light on the quality service that keeps customers coming back.

“It’s really gratifying to see our growth continue to accelerate over the past quarter. Great service is the core of all brands. We look forward to seeing the continued impact Grata has on the culture, quality of service and employee satisfaction at additional restaurant concepts in the coming months,” says Mark Bunting, Founder.

News Editor - TravelDailyNews Media Network | + Posts

Tatiana is the news coordinator for TravelDailyNews Media Network (traveldailynews.gr, traveldailynews.com and traveldailynews.asia). Her role includes monitoring the hundreds of news sources of TravelDailyNews Media Network and skimming the most important according to our strategy.

She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.

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