Hotel Online  Special Report

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


HORSHAM, Pennsylvania; December 18, 2006 – John Roberto, Senior Vice President of LRA Worldwide, Inc. was an invited speaker at the exclusive Quality Leaders meeting held earlier this month in Toronto, Ontario.  The event was by invitation only and was held at the Delta Chelsea Hotel, December 4-6.  Roberto, who runs LRA’s Quality Assurance practice, participated in the “Driving the Guest Loyalty Roadmap” panel discussion with other hospitality industry thought leaders on December 5th.

The Quality Leaders meeting is in its eighth year; what started as an informal sharing of best practices between colleagues has grown into a “must-attend” event for executives in the hospitality and lodging industries who are charged with driving quality initiatives within their respective organizations.  Most of the major names within the North American lodging industry were represented, including Intercontinental Hotel Group, Best Western International, Hilton, Accor, Loews Hotels and Wyndham Worldwide, among others. 

“It was an amazing opportunity to share thoughts and insights into the future of hotel quality and service with a group of industry leaders who are focused on this topic 24/7,” Roberto said. “I’m honored to have been invited to share LRA’s point of view and approach to driving quality guest experiences.” 

LRA offers Quality Assurance services either as a stand-alone offering or as an integrated part of an overall Customer Experience Management consulting project, where LRA might be facilitating several different activities simultaneously in order to help a client assess, design, implement and sustain their vision of the optimal customer experience. LRA customizes its QA programs to specific client needs, designing innovative quality assurance, brand compliance, site inspection, audit and mystery shopping programs for industry leaders in lodging, such as W Hotels, Choice Hotels, Hyatt Hotels and Westin Hotels & Resorts, to giants in sports (Troon Golf, the PGA TOUR), Conference Centers (ARAMARK Harrison Lodging), the National Park Service (Yosemite National Park, Kennedy Space Center), Gaming (Churchill Downs, Delaware North Gaming & Entertainment) and Travel (The Port Authority of New York and New Jersey).

The panel discussion, which was moderated by Dr. David Martin, Chairman of the Ryerson University School of Hospitality & Tourism Management, opened up a “crystal ball” around the subject of guest loyalty in the hospitality industry, examining the topic from the point of view of all of the key industry stakeholders – guests, owners and employees.  LRA Worldwide was one of only four solutions providers to the hospitality industry invited to participate, joining representatives from J.D. Power and Associates, Maritz Research and Medallia on the panel. 

About LRA Worldwide, Inc:
LRA Worldwide, Inc. is a leading consulting company that specializes in Customer Experience Management (CEM). LRA helps companies and brands design and deliver the optimal customer experience across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty, customer advocacy and profitability. LRA specializes in “operationalizing the brand” – turning brand promise and customer strategy into operational reality.  LRA’s tactical CEM practice areas include Customer Experience Strategy Design, Standards Development & Content Management, Organizational Development & Training, Customer and Employee Research and Quality Assurance & Mystery Shopping.

LRA’s clients include some of the world’s leading companies and brands, including Starwood Hotels & Resorts, Hard Rock, the PGA TOUR, Albertsons Supermarkets, the NBA and MGM MIRAGE.  For more information, visit the company’s Web site at


Zachary Conen
Director of Marketing

Also See: 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

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