NewswireToday - /newswire/ -
Horsham, PA, United States, 2012/02/28 - Marriott International, Inc., has selected LRA Worldwide, Inc., to provide Quality Assurance audit services for its global portfolio of 12 brands and more than 3,500 hotels in 72 countries and territories - LRAWorldwide.com.
Marriott International, Inc., one of the world’s largest and most iconic hotel companies, has selected LRA Worldwide, Inc., to provide Quality Assurance audit services for its global portfolio of 12 brands and more than 3,500 hotels in 72 countries and territories. Following six months of program redesign, planning and training, the program launched in January 2012.
Marriott was seeking a partner with the expertise to help design brand-specific quality assurance frameworks for all of their brands and deploy them consistently throughout the world. LRA was selected for the project after an extensive RFP process based on its experience with multi-brand, global hospitality clients and its ability to add value throughout the lifecycle of a quality assurance engagement, from design to field work to portfolio analysis.
LRA worked closely with the Marriott global Lodging Quality Assurance team to develop a distinctive, branded QA audit for each Marriott brand, with a common underlying process to unite them across service sector and region.
“The quality assurance landscape is changing,” explained John Roberto, Senior Vice President of Quality Assurance & Mystery Shopping at LRA. “The ability to gather data on the functional and emotional elements of the hotel product, facility and service experience – and to do so consistently across a wide geographic footprint – has become mission critical for global hospitality companies.”
LRA provides quality assurance and guest experience measurement services to many of the leading global hotel companies, as well as many smaller lodging companies. In all, LRA’s Quality Assurance group will conduct nearly 20,000 audits in 2012, along with another 7,000 conventional “mystery shopping” evaluations. In addition to its work with other lodging clients, LRA provides QA and customer experience research services to industry leaders in Hospitality, Gaming, Sports & Entertainment, Senior Living, Homebuilding, Retail and Travel & Transportation.
About LRA Worldwide, Inc.
LRA Worldwide (lraworldwide.com) is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability. We have built a range of performance measurement, research, training and consulting solutions to help them do so.
Today, we are a growing company operating in more than 120 countries throughout the world, servicing our clients from offices and resources in the Americas, EMEA and Asia Pacific regions and helping clients such as Starwood Hotels & Resorts Worldwide, the National Football League, Avis Budget Group, Madison Square Garden, the Cosmopolitan of Las Vegas and Mandarin Oriental Hotels Group deliver exceptional customer experiences. Every touch. Every time.