News for the Hospitality Executive |
Comprehensive Quality Assurance Program QA Initiative Designed to Support
Growth of California�s Leading
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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:
About LRA Worldwide, Inc:
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 www.LRAworldwide.com. |
Contact:
Zachary Conen
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