Hotel Online  Special Report


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Shell Vacations Club and LRA Worldwide Develop Partnership
to Enhance the Vacation Ownership Prospect Experience

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CHICAGO, Illinois / HORSHAM, Pennsylvania; February 27, 2008 –  Shell Vacations Club (SVC), a leader in the development, sales and operation of high-end vacation ownership properties throughout North America, has selected LRA Worldwide to help measure and enhance the SVC prospect experience. LRA will build a mystery shopping program designed to measure the performance of SVC sales representatives at thirteen sales offices. 

LRA, a leading consulting company in the rapidly-growing discipline of Customer Experience Management (CEM), will recruit, hire, train and deploy mystery shoppers to evaluate the sales experience as if they were a prospect.  The evaluations will take place in every market where SVC sales offices are located: Arizona, California, Colorado, Hawaii, Nevada, Canada, and Mexico.  

“We are excited about implementing this program and using the data to enhance the experience with a partner of LRA’s caliber,” explained SVC Chairman and CEO Sheldon Ginsburg. “LRA’s reputation in the industry, methodology for data collection, back-end analytical capabilities and overall point of view on the importance of customer experience made them the logical partner in this important endeavor.”

LRA’s Quality Assurance & Mystery Shopping practice works with a number of the leading hospitality companies in the world, conducting nearly 13,000 evaluations each year across all sectors of the industry.  In addition to lodging clients such as Starwood Hotels & Resorts, Choice Hotels and Hyatt Hotels Corporation, LRA provides QA services to industry leaders in sports (Troon Golf, the PGA TOUR, Delaware North Companies), Conference Centers (ARAMARK), Timeshare (Interval International), Gaming (Churchill Downs, Hard Rock Hotels & Casinos), Homebuilding (Toll Brothers) and Travel (The Port Authority of New York and New Jersey).

“Shell was seeking a partner who could utilize data to determine more efficient ways to sell and market,” said Jeff Gurtman, LRA’s Account Director for SVC. “We design and deploy our programs with a specific business goal in mind, regardless of whether that goal is improved efficiency, customer experience or sales numbers. The LRA approach was a natural fit for SVC.”

About Shell Vacations Club:
Shell Vacations LLC is one of the nation’s leading independent vacation ownership developers, currently operating 23 resorts in seven states, Mexico and Canada. The company’s 2,500 employees currently serve more than 100,000 owner/member families. 

About LRA Worldwide, Inc:
LRA Worldwide, Inc. is a leading consulting, organizational development and research company that specializes in Customer Experience Management (CEM). LRA helps companies and brands design and deliver the optimal customer experience across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty, customer advocacy and profitability. LRA specializes in “operationalizing the brand” – turning brand promise and customer strategy into operational reality.  LRA’s CEM practice areas include Customer Experience Strategy Consulting, Standards Development & Content Management, Organizational Development & Training, Research and Quality Assurance & Mystery Shopping; these are either deployed together in a strategic manner to continually monitor and improve the customer experience or deployed individually to address a specific tactical client need. 

LRA’s clients include some of the world’s leading companies and brands, including Starwood Hotels & Resorts, Hard Rock Hotels & Casinos, the PGA TOUR, Albertsons Supermarkets, the NBA and First Niagara Financial Group.  For more information, visit the company’s Web site at www.LRAworldwide.com.

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Contact:

Zachary Conen
Vice President of Marketing
+1.215.449.0304
  zach.conen@lraworldwide.com
www.lraworldwide.com
 

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Also See: Warwick International Hotels and LRA Worldwide Partner on Four Diamond Guest Experience Evaluation Program / January 2008
The Kessler Collection and LRA Worldwide Partner on Quality Assurance Initiative to measure the “WOW” in the Guest Experience / October 2007
LRA Worldwide Senior Consultant Gary Tan to Serve as Panelist at HSMAI's ASIA Connect 2007 Forum in Singapore; Hospitality Expert to discuss Guest Experience and Hotel Standards in Asia Pacific Region / September 2007
Hyatt Hotels Corporation Expands Partnership with LRA Worldwide; Philadelphia-Based Consulting Company to Design Quality Assurance Program for Hyatt Select Group / July 2007
Daniela Piacenza Joins LRA Worldwide as a Senior Research Consultant; Native Venezuelan Will Work with LRA's International Research Clients / May 2007
LRA Worldwide Announces Promotions for International Consultants Regional “Hubs” to Serve Growing Client Base outside the United States / May 2007
LRA Worldwide's John Roberto Speaks at the 2006 Quality Leaders Meeting in Toronto; Quality Assurance Expert Participates in Driving the Guest Loyalty Roadmap Panel / December 2006
Meyer Jabara Hotels and LRA Worldwide Create Themed “Destination Experience” for Guests; Accompanying Quality Assurance Audits Ensure Delivery of “Extraordinary Guest Experiences” / December 2006
LRA Worldwide CEO Rob Rush to Speak at the 2006 ESOMAR Leisure World Research Conference in Rome / October 2006
Le Méridien Partners with LRA Worldwide to Achieve a More Consistent Global Brand Experience / September 2006
Jeffrey Gurtman Joins LRA Worldwide as a Senior Consultant; Customer Experience Management Consulting Firm Hires Host of Popular Television Show Travel Spies for its Quality Assurance Practice / September 2006
LRA Worldwide to Exhibit at The American Marketing Association Marketing Research Conference in Chicago/ September 2006
LRA Worldwide Appoints John Roberto to Lead Quality Assurance Group; Hospitality Industry Veteran to Oversee Multiple Brand Teams and More Than 4,000 Annual Site Visits / June 2006
LRA Worldwide and W Hotels Featured Presenters at 18th Annual Internal Branding Conference / April 2006
LRA Worldwide Is retained by Hard Rock Hotels & Casinos to “Operationalize” the Rock ‘n’ Roll Guest Experience / March 2006
Choice Hotels Canada Employs LRA Worldwide for Mystery Shopping Brand Assurance Program / February 2006
LRA Develops Innovative Quality Assurance/Mystery Shopping Program for Leading Canadian Hotel Company Audit to Measure Functional and Emotional Elements of “The Delta Hotels Guest Experience” / October 2005
The Beverly Hilton and LRA Worldwide Renew Quality Assurance Partnership / August 2005
Grupo Posadas Selects LRA Worldwide to Conduct Customer Satisfaction and Loyalty Research / February 2005
Port Authority of New York and New Jersey Partners with LRA Worldwide to Manage and Improve Customer Experience / September 2004
Hyatt Hotels Corp. Selects LRA for Quality Assurance Services / Aug 2004
Dover Downs Gaming & Entertainment, Inc. and Dover Motorsports, Inc. Are Not Leaving Employee Engagement to Chance; Sister Companies Partner with LRA to Measure Employee Engagement / April 2004
Pestana Hotels & Resorts Selects LRA Worldwide to Manage Guest Satisfaction Survey Program / January 2004
Interstate Hotels & Resorts and LRA Worldwide Partner on New Brand and Quality Initiative / October 2003


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