Hotel Online  Special Report


Hyatt Hotels Corp. Selects LRA for
Quality Assurance Services


Leading hotelier to partner with LRA to further enhance the Hyatt experience 

CHICAGO, Illinois/HORSHAM, Pennsylvania; July 19, 2004 – Hyatt Hotels & Resorts and LRA Worldwide announced today that they have entered into an agreement whereby LRA will provide quality assurance services to Hyatt hotels and resorts throughout North America. The selection of LRA Worldwide reconfirms Hyatt’s commitment to setting the standard for delivering world-class hospitality experiences. 

“At Hyatt, our goal is to consistently exceed our guest’s expectations. Our partnership with LRA will help us better measure performance and ensure optimal levels of product and service consistency throughout our portfolio. We have selected LRA because of their unique combination of hospitality industry expertise, quality assurance skills and leading-edge technology and reporting capabilities,” said Gary Dollens, vice president of operations for Hyatt. 

“We are very pleased to have been selected as Hyatt Hotels’ partner for this important initiative,” said Melissa Farrell, Vice President of LRA. In our view, consistency and a customer-centric focus is the foundation for all world-class hospitality brands. Our objective is to help Hyatt ensure consistency and excellence in product and service delivery through a comprehensive QA program that focuses on the key elements of the Hyatt experience that drive guest satisfaction, loyalty and profitability.” 

About Hyatt Hotels & Resorts
There are 210 Hyatt hotels and resorts around the world, which are managed by two separate groups of companies. Subsidiaries of Hyatt International Corporation operate, manage or franchise 88 hotels and resorts in 38 countries, with an additional 21 hotels under development. Hyatt Corporation, a separate company, and its subsidiaries operate, manage, franchise or lease 122 hotels and resorts in the United States, Canada and the Caribbean. Reservation or information for any Hyatt hotel worldwide can be obtained by calling toll-free in the United States and Canada, 1-800-233-1234, your local Hyatt Hotel or Worldwide Sales Office, or your travel planner. Hyatt is accessible on the Internet at

About LRA Worldwide
LRA Worldwide is a leading consulting and research company that specializes in Customer Experience Management. LRA helps organizations design and deliver exceptional customer experiences across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty and profitability. The company provides market research services, designs and writes customer service and operating standards, develops high-level training and workplace learning programs, and implements performance measurement processes including customer and employee satisfaction feedback systems, mystery shopping and quality assurance programs, in a process that continually monitors and improves the customer experience. LRA has deep sector expertise in the food service and facilities management, gaming, hospitality and leisure, sports and entertainment, and travel and transportation industries. For more information, visit the company’s Web site at

Randi Allen
Marketing Manager
Also See: 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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