IHG Expands EMEA Quality Assurance Program
World's Largest Hotel Company Partners with LRA Worldwide
JANUARY 28, 2009 - IHG (InterContinental Hotels Group) has announced an expansion of its robust Quality Assurance program for all properties and brands in Europe, Middle East and Africa. The program is designed to measure and enhance brand compliance and guest service delivery at 650 properties in EMEA, IHG has partnered with LRA Worldwide, Inc. on the initiative.
LRA, a leading provider of performance measurement services to the global hospitality industry, worked closely with IHG leadership to develop a customized evaluation protocol for six of IHG's hotel brands in the region - InterContinental, Crowne Plaza, Holiday Inn, Express by Holiday Inn, Hotel Indigo and Staybridge Suites. In all, LRA consultants will perform 1-2 evaluations annually at each hotel.
'I have worked with LRA for many years and have always been impressed.' explained Kirk Kinsell, President of, Europe, Middle East and Africa, IHG. 'This program provides actionable insights. We want our guests to love our hotels. And we want them to make our hotels their first choice. This program will help us deliver on that goal.'
'IHG recognizes that current global economic conditions require increased attention to quality,' said Rob Rush, CEO of LRA Worldwide. 'Consumers are scrutinizing every dollar spent, and those companies that deliver what they promise in terms of service, product and even emotional well-being will persevere in these difficult times.'
Including IHG, LRA provides performance measurement services to seven of the top ten hotel companies in the world. In all, LRA's Quality Assurance practice conducts nearly 13,000 site visits and evaluations each year, either as a stand-alone offering or as an integrated part of an overall Customer Experience Management project. In addition to its work with other lodging clients such as Hyatt Hotels Corporation, Sol Meli'a Hotels & Resorts, Grupo Posadas, Pestana Hotels, Starwood Hotels & Resorts and Wyndham Worldwide, LRA provides QA services to industry leaders in Sports, Conference Centers, Timeshare, Gaming, Homebuilding and Travel.
Marriott International, Inc. (NASDAQ: MAR) is a global leading lodging company based in Bethesda,Maryland, USA, with more than 4,200 properties in 80 countries and territories. Marriott International reported revenues of nearly $14 billion in fiscal year 2014. The company operates and franchises hotels and licenses vacation ownership resorts under 19 brands, including: The Ritz-Carlton®, BVlgari®, EDITION®, JW Marriott®, Autograph Collection® Hotels, Renaissance® Hotels, Marriott Hotels®, Delta Hotels and Resorts®, Marriott Executive Apartments®, Marriott Vacation Club®, Gaylord Hotels®, AC Hotels by Marriott®, Courtyard®, Residence Inn®, SpringHill Suites®, Fairfield Inn & Suites®, TownePlace Suites®, Protea Hotels® and MoxyHotels®. Marriott has been consistently recognized as a top employer and for its superior business ethics. The company also manages the award-winning guest loyalty program, Marriott Rewards® and The Ritz-Carlton Rewards® program, which together surpass 50 million members. For more information or reservations, please visit our website at 
