Editorial Board   

Mr. Rush

Rob Rush

CEO, LRA Worldwide

Rob Rush is President & CEO of LRA Worldwide, Inc. a leading consulting and research company that specializes in Customer Experience Management (CEM). Rob co-founded the company two decades ago, and has helped grow it to its position as a leader in CEM consulting. Based outside of Philadelphia, LRA relies on an integrated suite of services designed to help organizations measure and improve service quality, employee performance, customer satisfaction, retention and profitability. LRA's service offerings include customer experience strategy and design, customer and employee research, the design and development of corporate standards and practices, customer service training, and quality assurance. LRA has deep sector expertise in the hospitality, leisure, sports, entertainment, and travel industries, and is exploring emerging sectors such as automotive, financial services, and healthcare. Clients include the PGA TOUR, Six Flags, Churchill Downs, Starwood Hotels & Resorts, MGM Mirage, Hyatt Hotels, the ARAMARK Corporation, NetJets and Quest Diagnostics. Rob is active in the American Hotel & Lodging Association and was recently interviewed by editors of The Wall Street Transcript for its CEO Spotlight Series. In addition to serving on the Hospitality Forum Editorial Board, Rob is a frequent contributor to leading marketing and industry trade publications such as Brandweek, Golf Magazine, CRM Magazine, US Banker, Resort & Recreation and Casino Journal. Recently, Rob was a featured speaker at the North American Conference on Customer Management, the National Institute of Golf Management and InfoShare 2005. Mr. Rush is a graduate of Cornell University. You can visit the LRA website at www.lraworldwide.com

Mr. Rush can be contacted at 215-449-0301 or rob.rush@lraworldwide.com

Coming up in April 2021...

Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.