Hotel Online  Special Report



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Market Metrix Selected to Measure Feedback and Help Maintain
Rosewood Hotels & Resorts Distinct Ultra-luxury Guest Experience

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SAN RAFAEL, Calif. – May 28, 2008 -- Market Metrix, LLC, the leading provider of customer and employee feedback and performance tools for the hospitality industry, announced today that another leading luxury brand, Rosewood Hotels & Resorts, has chosen the company’s real-time satisfaction survey system to optimize the guest experience. 

“As an award-winning operator of ultra-luxury hotels, Rosewood seeks  a partner that not only understands our particular market niche and can provide an appropriate industry benchmark set, but also provides products that can measure our array of services from guest room to spa to restaurant,” said Ralph Aruzza, vice president of sales for Rosewood.  “We are pleased to be working with Market Metrix, a company that can deliver on all these fronts.”

Market Metrix has long been a leader across the hospitality industry, but has a special affinity with high-end hotels and resorts, having served some of the world’s leading luxury brands.  “We have a strong presence in the luxury and ultra-luxury market because our products are well suited to the high-touch nature of this segment.  We have a track-record in this space and we know how to facilitate actionable information from a discriminating guest,” said Robert Honeycutt, CEO of Market Metrix.  “Customer Metrix™ is arming Rosewood decision makers with fact-based insights and a system for maximizing guest loyalty and increasing competitiveness among this demanding customer niche.”

Rosewood also selected Market Metrix for the company’s benchmarking database, known as MMHI, the largest, most in-depth performance comparison of hospitality brands, including luxury and ultra-luxury segmentation.  “We need to know where we stand with benchmark data that is relevant to our segment, and it must be valid and without bias.  Because MMHI data is based on research-tested questions in more than 50 different areas and using an independent panel, it meets those needs.  That was an important factor in our selection of Market Metrix,” said Aruzza . 

“Impeccable service is a hallmark of our brand, and Market Metrix will help Rosewood continue to deliver on that promise,” said Aruzza .  “When we do have a break-down, Customer Metrix allows for real-time recovery of service errors by delivering instant electronic alerts, making it easy and seamless for managers to ensure problems get resolved and not forgotten.”

In addition to this “Service Manager” feature, Customer Metrix delivers real-time, intuitive and flexible reporting, making it easy for users to monitor results and isolate problem areas.  Its flexible platform melds to the various high-end service offerings of the luxury product, enabling real-time feedback from across the operation.  Feedback is categorized in a granular, detailed way to facilitate analysis and decision-making for performance and profit improvement. 

About Rosewood
Headquartered in Dallas, Texas, Rosewood Hotels & Resorts manages properties worldwide including Rosewood Mansion on Turtle Creek and Rosewood Crescent Hotel in Dallas, The Carlyle in New York, the newly opened Mansion on Peachtree in Atlanta, CordeValle in San Martin, California, Inn of the Anasazi in Santa Fe, Las Ventanas al Paraíso and Rosewood Mayakobá in Mexico, Hotel Seiyo Ginza in Tokyo, Japan, and a triumvirate of world-class Caribbean properties – Rosewood Little Dix Bay on Virgin Gorda, Caneel Bay on St. John and Jumby Bay on Antigua. For more information on Rosewood Hotels & Resorts, please call 888.ROSEWOOD or visit rosewoodhotels.com.

About Market Metrix
Market Metrix helps hospitality companies around the world foster loyal customers and engaged employees.  Based on award-winning research and breakthrough concepts, our products deliver instant survey results, analysis and management tools for increasing revenue and reducing staff turnover.  Our benchmarking database, MMHI, is the most comprehensive, independent comparison of consumer brand satisfaction in the industry.  Our annual MMHI Awards are coveted by lodging and travel enterprises around the world.  With clients that include more than 120 brands across 70 countries, Market Metrix has been helping leading hospitality companies turn feedback into performance since 1996.  For more information, visit www.marketmetrix.com.

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Contact:

Kristin Nash
Market Metrix
knash@marketmetrix.com
415-302-7951
http://www.marketmetrix.com

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Also See: Luxury Hotels Buck Recession: Prices and Customer Satisfaction Are Up, Well-heeled Guests Still Willing to Pay More / Market Metrix First Quarter 2008 Hospitality Index Results / May 2008
Rosewood Hotels and Sun Country Airlines Take First Place Away from Industry Leaders; Market Metrix Announces Third Quarter 2007 Hospitality Index Results / November 2007
Rosewood Hotels and Sun Country Airlines Take First Place Away from Industry Leaders; Market Metrix Announces Third Quarter 2007 Hospitality Index Results / November 2007
It's Not Just About Winning - Improved Customer Service Pays off for Casinos; Market Metrix Introduces Customer Metrix 3.0 for Casinos - Web-Based Customer Feedback for Global Gaming Industry / September 2007
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Airlines and Luxury Hotels Disappoint: Customers Want More Comfort and Pampering; Market Metrix Announces Second Quarter 2007 Hospitality Index Results / August 2007
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Walt Disney World Resorts Ranks Number One in Hotel Customer Satisfaction; Market Metrix Fourth Quarter 2003 Hospitality Index Results / February 2004
Market Metrix Third Quarter 2003 Hospitality Index Results; First-Ever Measure of Satisfaction With Online Hotel Reservations Places Radisson and Yahoo! Travel on Top / November 2003
Market Metrix Second Quarter 2003 Hospitality Index Results -- Fairmont Hotels & Resorts Improves Satisfaction Score to Take Top Hotel Prize / Aug 2003


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