Regal Hotels International and LRA Worldwide Develop the “Regal Connection”

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. September 21, 2011

HONG KONG / HORSHAM, PA, USA - 20 September 2011 - Regal Hotels International, one of the largest hotel operators in Hong Kong, and LRA Worldwide, Inc., have partnered on the development of the “Regal Connection” guest service culture and training. “Regal Connection” combines the definition of a unique Regal brand of guest service with the training designed to ensure its delivery to guests, at every touch point and every hotel.

Regal currently operates 12 hotels, split equally between Hong Kong and mainland China. With another 10 properties in the pipeline, Regal felt compelled to ensure the special brand of service that Regal guests currently experience was formally documented in order to support the growth of the brand. Now every Regal property currently in the portfolio and each new opening will have access to a robust set of “Regal Connection” tools to make sure associates understand the service model and how to deliver consistently, no matter their role at the hotel.

“There's a compelling need as we grow to develop a tool to guarantee a memorable experience for our guests, who have been extremely loyal and supportive to Regal,” said Albert Leung, Vice President - Rooms and F&B, and the project leader of Regal Connection. “Working with LRA has been a gift with their professionalism and wealth of experience in service culture and training. The development of Regal Connection involved a lot of hard work and LRA has helped make it much easier.”

“Regal has embraced the program culturally and operationally,” said Rob Rush, CEO for LRA Worldwide. “Regal Connection really captures the spirit of Regal hospitality and effectively documents its delivery for each Regal property in the future. Regal realized what every growing hospitality company must - the guest experience you might intuitively deliver when you are a small company needs to be formalized in some way as you grow.”

Regal Connection was officially launched in June of 2011, with a presentation to 120 Regal executives and managers at the Regal Hong Kong Hotel, and was subsequently rolled out to the six properties in Hong Kong with LRA support. It will extend to the mainland Chinese properties in Shanghai, Chengdu and Shandong. LRA will support the initiative with a comprehensive mystery shopping program designed to measure the effective delivery of the “Regal Connection” beginning in early 2012.

About Regal Hotels International: Regal Hotels International, registered and listed in Hong Kong in 1979 and 1980 respectively, is a member of the Century City Group. Regal Hotels Group is one of the largest hotel operators in Hong Kong with over 8,000 rooms and more than 90 restaurants and bars under its portfolio.

About LRA Worldwide, Inc: LRA Worldwide 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.