Hotel Online
News for the Hospitality Executive


..
..
Sol Meliá and LRA Worldwide Launch
Global Brand Assurance Program

.


PALMA DE MALLORCA, Spain / HORSHAM, Pennsylvania, USA; December 17, 2009 –  Sol Meliá, the 15th-largest hotel chain in the world and the leading Spanish hotel and resort company, has launched a comprehensive brand assurance evaluation  program across its global portfolio of hotel and resort brands.  To execute the program, Sol Meliá has partnered with LRA Worldwide, Inc., a leading firm in the design and development of performance measurement and quality assurance programs for the hospitality and lodging industries.   
                                                                                                                   
The brand assurance program is a crucial part of Sol Meliá’s “brand equity” strategy for all of its various brands.  The process began with a series of brand “boot camps” facilitated by LRA to help further define each brand and how that offering is delivered at the property level.  The evaluation program is designed to measure the effectiveness of the implementation process and delivery of a “branded” guest experience at each property.  
 
“It is crucial to the continuing growth of our company that we consistently deliver what we promise across more than 28 countries and 300 properties,” explained André Gerondeau, Executive Vice President, Hotels for Sol Meliá. “LRA brings the right blend of hotel operational experience, brand sensibility and data collection expertise as our partner in this program.” 
 
Each of Sol Meliá’s hotel and resort brands - including Gran Meliá, Meliá, ME, Innside, Tryp, Sol and Paradisus – has a customized evaluation protocol designed to measure its specific brand attributes.  In addition, there are a set of common standards that are measured across all brands.  All of the data is available at the corporate and property level via LRA’s proprietary online quality management reporting tool, TouchPoint Manager ™.   All reporting is available in both English and Spanish.
 
“Sol Meliá understands that the strength of a brand is in consistently delivering value and quality,” said John Roberto, LRA’s Senior Vice President and Managing Director, Quality Assurance. “Once we helped Sol Meliá define their brands, our charge was to distill those brand elements into measurable line items to ensure consistent execution.”
 
LRA provides a variety of branding, standards development and 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, IHG, Sofitel Luxury Hotels, Grupo Posadas, Pestana Hotels, Starwood Hotels & Resorts and Wyndham Worldwide, LRA works with industry leaders in Sports, Conference Centers, Timeshare, Gaming, Homebuilding, Retail and Travel.
 
The brand assurance program was officially launched in June at the Gran Meliá Colon in Seville, Spain.  Since then, LRA has conducted an additional 190 evaluations, with a full complement of evaluations scheduled for 2010.
 
About Sol Meliá

Sol Meliá was founded in 1956 in Palma de Mallorca (Spain) and is the world’s leading resort hotel chain, as well as Spain’s leading hotel chain in both the business and leisure markets. It currently provides more than 300 hotels in 28 countries on 4 continents under its brands: Gran Meliá, Meliá, ME, Innside, Tryp, Sol, Paradisus and Sol Meliá Vacation Club. www.solmelia.com
 
Sol Meliá is the hotel company with the greatest number of properties in the exclusive club of “The Leading Hotels of the World” (seven hotels). In 2006, the “Corporate Reputation Institute” of New York ranked the company amongst the corporations with the best reputation in the world, the leading hotel company and the second highest ranked company in the travel industry. Sol Meliá is the only travel company included in the exclusive “Footse4Good Ibex” Spanish stock market index, and is the third ranked company in Spain amongst companies which generate the greatest degree of confidence and in the top three hotel chains for reputation.
 
The company currently employs more than 34,000 people worldwide with staff from over 80 different countries.
  
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. 
 
In LRA’s 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question – "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients such as Starwood Hotels & Resorts, the National Basketball Association, the PGA TOUR, InterContinental Hotels Group, Hyatt Hotels Corporation and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at www.LRAworldwide.com.

.
Contact:

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

.
Also See: LRA Worldwide Consultant Roxanna Lopez Earns LEED Green Associate Accreditation / October 2009
LRA Worldwide Launches the Guest Experience “Emotional Audit” ™; Tool Allows Luxury, Upscale Hotel Brands to Measure Emotional Connection to the Guest / July 2009
IHG (InterContinental Hotels Group) Expands EMEA Quality Assurance Program; World’s Largest Hotel Company Partners with LRA Worldwide / January 2009
Destination Hotels & Resorts and LRA Worldwide Partner on a Guest Experience Diagnostic Program / September 2008
LRA Worldwide to Conduct Brand Assurance Program for aloft Hotels; Philadelphia Based Consulting Company Expands its Global Quality Assurance Program for Starwood Hotels & Resorts / July 2008
LRA Worldwide and K Hotels Partner on “K Quality” Evaluation Program / April 2008
Shell Vacations Club and LRA Worldwide Develop Partnership to Enhance the Vacation Ownership Prospect Experience / February 2008
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


To search Hotel Online data base of News and Trends Go to Hotel.Online Search

Home | Welcome! | Hospitality News | Classifieds | Catalogs & Pricing | Viewpoint Forum | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.