Warwick and LRA Worldwide Partner
Four Diamond Guest Experience Evaluation Program
DENVER, CO / HORSHAM, PA, January 8, 2008. Warwick International Hotels (WIH), a leading provider of luxury hotel accommodations in more than 40 select cities throughout the world, has partnered with LRA Worldwide, Inc. to evaluate the guest experience at its five North American properties. The program is designed to evaluate the Warwick guest experience against Four Diamond standards, the globally-accepted threshold for luxury and service, at hotels in Dallas, Denver, New York, Seattle and San Francisco.
LRA, a leading consulting company in the rapidly-growing discipline of Customer Experience Management (CEM), will send its field hospitality consultants to each of the Warwick properties to evaluate the experience as if they were a guest. The final consultant report for each property will map and assess the experience against Four Diamond standards, LRA's extensive library of hospitality industry best practices and Warwick's competitive set, and will provide an action plan of suggestions and recommendations for both the property and corporate audience. The LRA consultant will provide a debriefing to each property General Manager, as well as to WIH leadership, prior to posting the final report on Warwick's online reporting suite.
"It is the responsibility of any hotel seeking to deliver a Four Diamond guest experience to continuously measure the quality of the delivery," explained G. Paul LeBlanc, Warwick's Vice President of Marketing & Sales. "LRA is an ideal partner given the expertise of their full-time field consultants, their insights into industry best practices and standards, and their body of work in upscale, luxury and Four Diamond properties."
In all, LRA's Quality Assurance practice works with seven of the top 10 hotel companies in the world, conducting nearly 13,000 evaluations each year across all sectors of the hotel industry. In addition to its lodging clients such as Starwood Hotels & Resorts, Choice Hotels and Hyatt Hotels Corporation, LRA provides QA services to industry leaders in sports (Troon Golf, the PGA TOUR), Conference Centers (ARAMARK), the National Park Service (Yosemite National Park, Kennedy Space Center), Gaming (Churchill Downs, Hard Rock Hotels & Casinos), Homebuilding (Toll Brothers) and Travel (The Port Authority of New York and New Jersey).
"We are always very gratified when a company selects us to provide our insights on the quality of guest experience delivery," said John Roberto, an LRA Senior Vice President and Managing Director of the firm's Quality Assurance practice. "It is a testament to our consultants that their observations, expertise and recommendations are valued by property management and corporate brand managers alike."
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