Hotel Online  Special Report

The Beverly Hilton and LRA Worldwide
Renew Quality Assurance Partnership


BEVERLY HILLS, California/HORSHAM, Pennsylvania; August 8, 2005 –  The Beverly Hilton has retained LRA Worldwide, a leading provider of Customer Experience Management (CEM) services, to conduct monthly “mystery shop” site inspections at the Beverly Hills property.  The program marks the continuation of a Beverly Hilton – LRA relationship that was interrupted by the post-9/11 turmoil in the hospitality industry.
“Given our location and the expectations of our typical patron, we were seeking a vendor to provide a more critical eye towards some of the service elements of The Beverly Hilton experience,” explained Greg Tinsley, hotel manager at The Beverly Hilton.  “LRA proved to be an excellent partner the last time around, designing a rigorous, customized ‘shop’ and review, so they were the first company we contacted to help revive the service quality assurance initiative.”
The program that LRA develops will be designed to supplement the property’s existing Hilton corporate audit, which places a heavy emphasis on facility cleanliness and conditions and brand compliance.   Service standards are typically left to the individual hotel to monitor.
LRA brings a unique perspective to the project, as Quality Assurance/Mystery Shopping programs are only one tool in its set of CEM services.  With complementary practices in standards development, training and “voice of customer” research, LRA is positioned to help The Beverly Hilton to act on any deficiencies revealed during the audit.  
In addition to The Beverly Hilton, LRA provides similar customized QA programs to a number of other high-end single location properties in lodging, hospitality and leisure. Among them are the Inn at Penn, A Hilton Hotel (Philadelphia), the Milford Plaza (New York), the Park Central (New York) and the LaJolla Beach and Tennis Club (San Diego). This is in addition to the number of leading companies for whom LRA has designed and developed a custom quality assurance audit, both internationally and domestically, including Starwood Hotels & Resorts, Troon Golf, Hyatt Hotels, Grupo Posadas S.A. de C.V., Summit Hotels & Resorts, Radisson Hotels & Resorts, Wyndham Hotels and The PGA TOUR.
About The Beverly Hilton (

Opened in 1955 by distinguished hotelier Conrad Hilton, The Beverly Hilton has combined the excitement and entertainment of Hollywood with the elegance of Beverly Hills for 50 years. Located at the world-famous intersection of Wilshire and Santa Monica Boulevards, the 570-room hotel features 101 suites including the nine private luxury suites of The Penthouse Collection. With more than 60,000 square feet of upscale indoor/outdoor event space, all on the lobby level, the hotel's famed International Ballroom is the centerpiece to the new International Collection. Home to many notable annual events including the Golden Globe Awards(r), Oscar Nominee Luncheon and the Milken Institute's Global Conference, The Beverly Hilton offers three ballrooms, nine additional meeting rooms, an Executive Meeting Center and more. 
Owned by entertainer Merv Griffin from 1987 to 2003, Beny Alagem and Oasis West Realty, LLC purchased The Beverly Hilton in late 2003. Immediately embarking on a $60 million reinvention of the property, Oasis West has already completed renovations in 534 of 570 guest rooms, the Registration and Concierge Desks and the International Collection. The transformation continues with upgrades to the remainder of the ballrooms and executive meeting space, a new lobby bar and restaurant, as well as a state-of-the-art fitness center and spa.
About LRA Worldwide

LRA Worldwide is a leading consulting and research company that specializes in Customer Experience Management (CEM). LRA helps companies and brands 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. LRA specializes in “operationalizing the brand” – turning brand promise and customer strategy into operational reality.  LRA’s suite of CEM services include Standards and Practices Development, Training & Workplace Learning, Customer and Employee Research and Quality Assurance; these are deployed together in a process that continually monitors and improves the customer experience. LRA has deep sector expertise in the automotive, financial services, healthcare, hospitality, leisure & real estate, retail, consumer goods & services, sports and entertainment, and travel and transportation industries. For more information, visit the company’s Web site at

Zachary Conen
Director of Marketing
Also See: 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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