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 November 2020...

Hotel Design: Home Away From Home

With the rise of the sharing economy and the peer-to-peer marketplace for lodging options, hoteliers are re-thinking the look, feel and appeal of their locations. There is an emphasis on re-creating a feeling of homeyness - a comfortable, cozy and inviting space that feels like home. 'This is accomplished through the careful selection of furniture design, paint colors, lighting design, artwork, bathroom fixtures and textile accessories. In addition, some hotels are providing their guests with upscale amenities, such as a book and movie library, home-style kitchenettes, a coffee machine with locally-sourced beans and tea, or even a batch of fresh-baked cookies. Similarly, there is a growing design trend based on the concept of place-making. Travelers are searching for experiences that are unique and authentic to the locale in which they find themselves, and so hotel designers are integrating a sense of place into their work. This is partially achieved by incorporating traditional artisanal crafts and other local artwork into hotel rooms and communal spaces. Another design trend includes the creation of full-service, co-working environments within the hotel. Guests don't like to stay alone in their room when they need to work, so now they can go downstairs to the lobby-or up to the roof-to work among others. These areas encourage guests - and non-guests alike - to stay as long as they like and to partake of hotel amenities. Finally, recognizing the importance of the Wellness Movement, some designers are exploring how room design can increase the likelihood of deep and restorative sleep. Creating dark and quiet spaces, blocking excessive light, providing guests with a selection of different kinds of pillows, and the ability to control room temperature, are a few of the best practices in this area. These are some of the architecture and design topics that will be covered in the November issue of the Hotel Business Review.