Hotel Online  Special Report

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”


TORONTO, Canada/HORSHAM, Pennsylvania; October 27, 2005 – LRA Worldwide, Inc., one of North America’s leading providers of “Customer Experience Management” (CEM) services,  will design and implement a unique quality assurance program for Delta Hotels, Canada’s leading hotel management company. In keeping with the company’s brand promise of warm and caring personal service, the mystery shopping program that LRA has designed will capture and score the elements of personal engagement that Delta Hotels – and its guests – value most at its 37 hotel and resort properties located from Newfoundland to British Columbia.

“We were confident bringing on LRA as a partner because they clearly understood the promise of our brand, from their initial proposal, to their presentation to our regional managers, through the design of the mystery shopping program,” explained Paul Gardian, Delta Hotels’ Executive Director of Rooms and Guest Experience. “LRA helped turn the ‘intangible’ into ‘tangible’ measuring posts.” 

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 many clients, LRA bundles its quality assurance services with a standards review and writing process, the design and development of related training programs, and rigorous “voice of customer” and employee engagement research.   In this way, LRA helps clients “operationalize the brand” – turn brand promise and customer strategy into operational reality. Thus, with its CEM background, LRA is positioned to not only help Delta Hotels measure the guest experience but to identify opportunities to improve the guest experience at either the property or corporate level. 

In addition to Delta Hotels, LRA provides similar customized QA programs – as well as full CEM support – to a number of leading brands in lodging, hospitality and leisure, both internationally and domestically. Among them are Starwood Hotels & Resorts, Troon Golf, Hyatt Hotels, Grupo Posadas S.A. de C.V., Summit Hotels & Resorts, Radisson Hotels & Resorts, Pestana Hotels & Resorts, Hard Rock Hotels, The PGA TOUR – and many others.

“With our range of services, we will serve as a true partner to Delta Hotels, not just as a QA vendor,” said John Roberto, the LRA Executive Vice President leading the Delta Hotels project. “I think this level of engagement was reassuring to Paul.  He was seeking a partner to approach the project not with the mindset of identifying deficiencies, but of enhancing their standing as the premier hotel company in Canada.”

About LRA Worldwide, Inc.
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: 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.