The Beverly Hilton and LRA Worldwide Renew Quality Assurance Partnership
BEVERLY HILLS, CA, August 8, 2005. The Beverly Hilton has retained LRA Worldwide, a leading provider of Customer Experience Management (CEM) services, to conduct monthly "mystery shop" site inspections at the Beverly Hills property. The program marks the continuation of a Beverly Hilton - LRA relationship that was interrupted by the post-9/11 turmoil in the hospitality industry.
"Given our location and the expectations of our typical patron, we were seeking a vendor to provide a more critical eye towards some of the service elements of The Beverly Hilton experience," explained Greg Tinsley, hotel manager at The Beverly Hilton. "LRA proved to be an excellent partner the last time around, designing a rigorous, customized 'shop' and review, so they were the first company we contacted to help revive the service quality assurance initiative."
The program that LRA develops will be designed to supplement the property's existing Hilton corporate audit, which places a heavy emphasis on facility cleanliness and conditions and brand compliance. Service standards are typically left to the individual hotel to monitor.
LRA brings a unique perspective to the project, as Quality Assurance/Mystery Shopping programs are only one tool in its set of CEM services. With complementary practices in standards development, training and "voice of customer" research, LRA is positioned to help The Beverly Hilton to act on any deficiencies revealed during the audit.
In addition to The Beverly Hilton, LRA provides similar customized QA programs to a number of other high-end single location properties in lodging, hospitality and leisure. Among them are the Inn at Penn, A Hilton Hotel (Philadelphia), the Milford Plaza (New York), the Park Central (New York) and the LaJolla Beach and Tennis Club (San Diego). This is in addition to the number of leading companies for whom LRA has designed and developed a custom quality assurance audit, both internationally and domestically, including Starwood Hotels & Resorts, Troon Golf, Hyatt Hotels, Grupo Posadas S.A. de C.V., Summit Hotels & Resorts, Radisson Hotels & Resorts, Wyndham Hotels and The PGA TOUR.
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