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Horsham, PA, United States, 2011/08/23 - Delta Hotels and Resorts, a leading Canadian hotel chain, and LRA Worldwide, Inc. have launched a customized brand assurance program based on Delta’s “Straight from the Heart” brand promise.
Delta Hotels and Resorts, a leading Canadian hotel chain, and LRA Worldwide, Inc. have launched a customized brand assurance program based on Delta’s “Straight from the Heart” brand promise. The program was designed to measure the performance of each Delta property on both a functional level – compliance with brand standards - and emotional level, using LRA’s framework as a foundation to ensure a connection between Delta's Guest Satisfaction surveys and LRA's evaluation.
The evaluation was piloted at the Delta Victoria Ocean Pointe and the Delta Vancouver Airport and then was launched across the entire portfolio earlier this month. LRA Consultants will visit all 46 Delta properties between now and the end of 2011, providing company leadership with a vivid portrait of the on-property guest experience and how that experience is currently being delivered.
“LRA brings the right blend of hotel operational experience with understanding the dynamics of the emotional connection between a hotel and its guests,” explained Paul Gardian, Executive Director of Brand Operations for Delta Hotels and Resorts. “This is going to be a great tool for us to strengthen the bond with our valued guests.”
This launch marks the renewal of a long-standing partnership between LRA and Delta, dating back to 2006. In addition to its work with Delta, LRA provides performance measurement services to seven of the top ten hotel companies in the world, as well as many smaller groups and management companies. In all, LRA’s Quality Assurance & Mystery Shopping practice conducts nearly 19,000 site visits and evaluations each year, either as a stand-alone offering or as an integrated part of an overall Customer Experience Management project.
LRA’s proprietary web-based quality management technology, TouchPoint Manager™ (TpM), will house all of the standards and QA reports. This will provide Delta participants at the corporate and property levels with one central location online to access program standards, robust reporting and interactive action plans the hotels can use to improve their performance and consistency.
“The Delta program achieves a balance of measuring operational excellence and the delivery of true hospitality,” said John Roberto, LRA’s Senior Vice President and Managing Director, Quality Assurance. “The concept of ‘Straight from the Heart’ was top of mind as we built the program and will continue to guide our consultants as they work with individual Delta hotels on a day-to-day basis.”
About Delta Hotels and Resorts:
A leading Canadian hotel management company, Delta Hotels and Resorts operates and franchises a diversified portfolio with 46 full-service, city centre and airport hotels and resorts under the Delta brand. Widely regarded as Canada’s “brand of choice” by guests and owners, Delta also distinguishes itself as an exemplary employer. It is the only hotel company to have been recognized for its sustained focus on business excellence by the prestigious National Quality Institute with three Canada Awards for Excellence, including the award program’s highest honour, the Order of Excellence (2007). The company has also consistently ranked as one of the country’s 50 Best Employers for 11 years, and has been named to the Green 30 since 2010. As well, its Corporate Social Responsibility platform, Delta Helps, includes a chain-wide commitment to the communities it serves through a national partnership with Habitat for Humanity Canada, participation in the Hotel Association of Canada’s Green Key Eco-Rating program, and work with various other charitable groups.
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, the PGA TOUR and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time.