Hotel Online
News for the Hospitality Executive

Joie de Vivre and LRA Worldwide Partner on
Comprehensive Quality Assurance Program

QA Initiative Designed to Support Growth of California’s Leading
Boutique Hotel Collection


SAN FRANCISCO, California/HORSHAM, Pennsylvania; September 9, 2010 –  Joie de Vivre Hotels and LRA Worldwide, Inc., have launched an innovative Quality Assurance evaluation initiative across the company’s portfolio of one-of-a-kind boutique hotels and spas.  LRA will deploy QA consultants to visit each Joie de Vivre property in the 3rd Quarter of 2010 and will repeat the process every six months. 

The diversity of the Joie de Vivre collection created a unique challenge in program design.  In order to account for the range of innovative hospitality services and products that have become a hallmark of the Joie de Vivre experience, LRA built a program that balanced flexibility with the need to create a consistent measurement framework to support the growth and expansion of the portfolio.  This approach allows Joie de Vivre to standardize quality measures across the enterprise while maintaining the individual personality of each unique property.

“We felt very comfortable with LRA’s proposed approach to our portfolio, and, more importantly, so did our properties,” explained Karlene Holloman, Senior Vice President of Operations for Joie de Vivre.  “Ultimately, each of our properties will choose to bring the LRA consultant on site, so it was crucial that LRA understand the boutique offering and how to bring value to our operators.”

A critical component of the Joie de Vivre program is the use of LRA’s proprietary web-based quality management technology, TouchPoint Manager™ (TpM). The TpM platform handles scheduling, logistics and on site data entry.   In addition, the TpM will provide Joie de Vivre users at the corporate and property level with one central location online to access all of the Joie de Vivre “Peak Performance” and “Brand” standards for hotels and spas, utilize interactive action plans and conduct analysis on completed QA reports.

Said Roxanna Lopez, LRA Worldwide’s Operations Manager for the project, “We’ve taken great care in not only customizing this evaluation to match the Joie de Vivre culture, but in selecting a consultant team with an understanding of boutique hotels and the quintessential California travel experience that Joie de Vivre promises its guests.” 

In addition to its work with Joie de Vivre, LRA provides performance measurement services to seven of the top ten hotel companies in the world.  In all, LRA’s Quality Assurance & Mystery Shopping practice conducts nearly 13,000 site visits and evaluations each year, either as a stand-alone offering or as an integrated part of an overall Customer Experience Management project.  In addition to its work with other lodging clients such as Hyatt Hotels Corporation, InterContinental Hotels Group, Sol Meliá Hotels & Resorts, Sofitel Luxury Hotels, Destination Hotels & Resorts and W Hotels, LRA provides QA and Mystery Shopping services to industry leaders in Sports, Conference Centers, Timeshare, Gaming, Homebuilding, Retail and Travel.

The program pilot launched in late August of 2010, with the first round of evaluations scheduled for completion this month - September of 2010.

About Joie de Vivre:
San Francisco-based Joie de Vivre ( manages a portfolio of creative lifestyle businesses, including hotels, restaurants, and spas. Founded in 1987 by entrepreneur Chip Conley, Joie de Vivre is recognized for creating some of the most innovative hospitality services and products and designing one-of-a-kind properties. It is the second largest independent boutique hotel company in the country and California’s largest boutique hotel collection.  With more than 30 properties in the state, Joie de Vivre offers a wide range of unique urban, suburban, and waterfront boutique hotels that cater to leisure and business travelers in all market segments. Joie de Vivre hotels are located in San Francisco, Silicon Valley, Marin County, San Francisco East Bay, Big Sur, Sonoma County, Santa Cruz, Sacramento, Los Angeles, Huntington Beach, Long Beach, Laguna Beach, and Venice Beach.

About LRA Worldwide, Inc:
LRA Worldwide is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability. 

In LRA’s 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question – "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients such as Starwood Hotels & Resorts, the National Basketball Association, the PGA TOUR, InterContinental Hotels Group, Hyatt Hotels Corporation and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at


Zachary Conen
Vice President of Marketing

Also See: Sol Meliá and LRA Worldwide Launch Global Brand Assurance Program / December 2009
LRA Worldwide Consultant Roxanna Lopez Earns LEED Green Associate Accreditation / October 2009
LRA Worldwide Launches the Guest Experience “Emotional Audit” ™; Tool Allows Luxury, Upscale Hotel Brands to Measure Emotional Connection to the Guest / July 2009
IHG (InterContinental Hotels Group) Expands EMEA Quality Assurance Program; World’s Largest Hotel Company Partners with LRA Worldwide / January 2009
Destination Hotels & Resorts and LRA Worldwide Partner on a Guest Experience Diagnostic Program / September 2008
LRA Worldwide to Conduct Brand Assurance Program for aloft Hotels; Philadelphia Based Consulting Company Expands its Global Quality Assurance Program for Starwood Hotels & Resorts / July 2008
LRA Worldwide and K Hotels Partner on “K Quality” Evaluation Program / April 2008
Shell Vacations Club and LRA Worldwide Develop Partnership to Enhance the Vacation Ownership Prospect Experience / February 2008
Warwick International Hotels and LRA Worldwide Partner on Four Diamond Guest Experience Evaluation Program / January 2008
The Kessler Collection and LRA Worldwide Partner on Quality Assurance Initiative to measure the “WOW” in the Guest Experience / October 2007
LRA Worldwide Senior Consultant Gary Tan to Serve as Panelist at HSMAI's ASIA Connect 2007 Forum in Singapore; Hospitality Expert to discuss Guest Experience and Hotel Standards in Asia Pacific Region / September 2007
Hyatt Hotels Corporation Expands Partnership with LRA Worldwide; Philadelphia-Based Consulting Company to Design Quality Assurance Program for Hyatt Select Group / July 2007
Daniela Piacenza Joins LRA Worldwide as a Senior Research Consultant; Native Venezuelan Will Work with LRA's International Research Clients / May 2007
LRA Worldwide Announces Promotions for International Consultants Regional “Hubs” to Serve Growing Client Base outside the United States / May 2007
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 / December 2006
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

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.