Hotel Online  Special Report

Pestana Hotels & Resorts Selects LRA Worldwide
to Manage Guest Satisfaction Survey Program;
Leading Portuguese Hotel Company to Stay
in Close Contact with its Guests

LISBON, Portugal/HORSHAM, Pennsylvania; January 23, 2004 – Pestana Hotels & Resorts, a leading international leisure and travel company, today announced that it has selected LRA Worldwide to design and implement a guest satisfaction survey program for their 32 hotels and resorts around the world. As Pestana’s strategic consulting and research partner, LRA Worldwide will be measuring guest satisfaction and loyalty using an innovative Internet-based eSurvey technology called SurveySmartSM. 

Pestana will employ LRA’s electronic eSurvey technology to obtain real-time customer feedback. “As we rapidly grow the Pestana brand, we remain very focused on consistently meeting and exceeding our guests’ expectations,” said William Buxton, Pestana’s Group Director of Operations. “Being able to obtain immediate guest feedback and respond accordingly is very important to us. LRA has developed an impressive system for quickly and professionally interacting with our guests, as well as meeting planners and attendees. We like the way LRA quickly posts and analyzes the survey response data on the Web.” Commented Fernando Fernández, LRA’s Senior Consultant and Account Manager, “We are pleased to be partners with Pestana on this important initiative. In order to drive customer retention, Pestana must have a clear understanding of what its customers desire and consistently meet and exceed those needs. LRA will be able to provide Pestana with critical customer feedback regarding their performance in key departments at all of their hotels.” 

Pestana Hotels & Resorts is Portugal’s most successful leisure company, owning and managing 32 hotels and resorts in Portugal, Madeira, Mozambique, Brazil, South Africa and Cape Verde. The company also manages three golf courses, an airline and a casino. Although leisure remains a core activity, Pestana is active in other sectors including vacation ownership, real estate, breweries, wind energy, and travel. For more information, visit

LRA Worldwide is a leading consulting and research company specializing in Customer Experience Management. LRA helps organizations assess, improve and manage the overall customer experience, thereby enhancing customer satisfaction and retention and driving better bottom-lines. LRA integrates strategic consulting and change management techniques with high-level performance improvement and research services in a process that continually monitors and improves the customers’ experience. LRA is focused on the gaming, hospitality and leisure, food service and facilities management, sports and entertainment, and travel and transportation industries. For more information, visit

Debra Andrews
Director of Marketing 
+1.215.957.1999, ext. 26
Also See: Interstate Hotels & Resorts and LRA Worldwide Partner on New Brand and Quality Initiative / October 2003

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