NewswireToday - /newswire/ -
Horsham, PA, United States, 2011/09/19 - Regal Hotels International, one of the largest hotel operators in Hong Kong, and LRA Worldwide, Inc., have partnered on the development of the “Regal Connection” guest service culture and training.
Regal Hotels International, one of the largest hotel operators in Hong Kong, and LRA Worldwide, Inc., have partnered on the development of the “Regal Connection” guest service culture and training. “Regal Connection” combines the definition of a unique Regal brand of guest service with the training designed to ensure its delivery to guests, at every touch point and every hotel.
Regal currently operates 12 hotels, split equally between Hong Kong and mainland China. With another 10 properties in the pipeline, Regal felt compelled to ensure the special brand of service that Regal guests currently experience was formally documented in order to support the growth of the brand. Now every Regal property currently in the portfolio and each new opening will have access to a robust set of “Regal Connection” tools to make sure associates understand the service model and how to deliver consistently, no matter their role at the hotel.
“There’s a compelling need as we grow to develop a tool to guarantee a memorable experience for our guests, who have been extremely loyal and supportive to Regal,” said Albert Leung, Vice President - Rooms and F&B, and the project leader of Regal Connection. “Working with LRA has been a gift with their professionalism and wealth of experience in service culture and training. The development of Regal Connection involved a lot of hard work and LRA has helped make it much easier.”
LRA has worked on a variety of projects of this nature, helping clients first define the elements of a branded guest experience and then translate that vision into a working, operational reality. Most engagements have been within the hospitality industry with companies such as Wyndham Hotel Group Meliá Hotels International and Starwood Hotels & Resorts, but LRA has also worked with leaders in food service (ARAMARK Corporation), travel (NetJets), homebuilding (WCI Communities), entertainment (Madison Square Garden) and sports (Churchill Downs Incorporated) on similar initiatives.
“Regal has embraced the program culturally and operationally,” said Rob Rush, CEO for LRA Worldwide. “Regal Connection really captures the spirit of Regal hospitality and effectively documents its delivery for each Regal property in the future. Regal realized what every growing hospitality company must – the guest experience you might intuitively deliver when you are a small company needs to be formalized in some way as you grow.”
Regal Connection was officially launched in June of 2011, with a presentation to 120 Regal executives and managers at the Regal Hong Kong Hotel, and was subsequently rolled out to the six properties in Hong Kong with LRA support. It will extend to the mainland Chinese properties in Shanghai, Chengdu and Shandong. LRA will support the initiative with a comprehensive mystery shopping program designed to measure the effective delivery of the “Regal Connection” beginning in early 2012.
About Regal Hotels International
Regal Hotels International, registered and listed in Hong Kong in 1979 and 1980 respectively, is a member of the Century City Group. Regal Hotels Group is one of the largest hotel operators in Hong Kong with over 8,000 rooms and more than 90 restaurants and bars under its portfolio.
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.
In LRA’s 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question – "How do we get better?" In response, 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, helping clients such as Starwood Hotels & Resorts, the National Basketball Association, Mandarin Oriental Hotels Group, InterContinental Hotels Group, Hyatt Hotels Corporation and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time.