MEET OUR CLIENTS

Our initial focus on hospitality customer experience gave us deep insight
into the touch points comprising the guest journey. We have successfully
transferred the expertise and know-how we gained with many of the world's
preeminent global lodging brands to companies in the gaming, dining,
healthcare, sports and entertainment, real estate, retail, and travel industries.


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Accor

Audits & Inspections

Accor Hotels is one of the leading global hotel companies, with more than 4,000 hotels representing 11 brands located in 90 countries throughout the world. This far-flung enterprise relies on LRA to ensure the proper guest experience is being delivered for a range of brands across a variety of locales.  LRA began its work with Accor providing the Global Quality Assurance program for Sofitel Luxury Hotels and provides training for property management on how to use all of the company performance data to drive improvements; the relationship grew to the point where LRA now conducts the audits for all Accor brands throughout the world, covering the Americas, EMEA and APAC.  Recently, Accor tasked the LRA project team to rewrite the standards for the IBIS brand, relying on our expertise in this area to help clearly define and document the desired brand experience.   

Anantara Hotels, Resorts & Spas

Audits & Inspections

Anantara, established in 2001, draws its strength from the rich cultural traditions, historic heritage and natural beauty of its homeland, Thailand. Today Anatara operates over 25 properties in Thailand, Indonesia, China, The Maldives, Vietnam and The UAE.  Anantara retained LRA to design and develop LRA’s Emotional Audit tool to measure how effectively Anantara properties deliver the brand’s mission to provide their guests with a unique voyage of discovery and inspiration…”the Anantara Experience.”  Anantara deploys the Emotional Audit across its entire portfolio with multiple evaluations each year, as well as deploying a more traditional LRA brand audit as well.

Arabian Centres

Audits & Inspections

In less than a decade, Arabian Centres has become the largest owner and operator of shopping malls in the Kingdom of Saudi Arabia, with 12 malls in the Kingdom and another in Egypt. Arabian Centres seeks to transcend a typical shopping mall experience, aspiring to create living, vibrant and integrated communities for shoppers and tenants alike. LRA conducts a comprehensive brand standards audit program for Arabian Centres, leveraging Arabian Centres operating and service standards and LRA’s hospitality background to ensure the consistent delivery of a unique shopper experience.  For more information on this project, please review the case study.

Aramark

Customer Experience Consulting & Training

Research

LRA works with multiple lines of business within the ARAMARK Corporation, a global leader in foodservice and facility management, on a variety of projects, ranging from the development and implementation of hospitality service standards and business processes, to conducting research programs, to the development of complex "Knowledge Base" websites. Within ARAMARK, LRA has worked with the Stadiums & Arenas, Parks & Resorts, Healthcare, Higher Education, Senior Living, Business Services, Conventions & Cultural Attractions and ARAMARK Harrison Lodging divisions.

Avis Budget Group, Inc.

Audits & Inspections

Mystery Shopping

The car rental giant needed to get creative in its efforts to monitor Quality across its locations, and turned to LRA to mobilize the ABG sales force as “mystery shoppers” using LRA’s TrueView platform.  The program, branded internally as “YourView,” informs ABG employees of the standards that govern every location and how to measure them effectively, ensuring consistent customer experiences throughout the land. More recently, LRA implemented a Service Quality Assessment audit program that measured the end-to-end performance of key Avis and Budget airport locations against two competitors – Hertz and Enterprise.

Bloomberg

Audits & Inspections

Bloomberg is the world’s business and financial information and news leader. The company delivers data, news and analytics through innovative technology to more than 320,000 subscribers globally. On Bloomberg’s behalf, LRA has designed a rigorous building and facilities audit/inspection program which takes into account hundreds of unique Bloomberg facility standards. In addition, to monitor compliance, LRA conducts audits and inspections at all Bloomberg offices worldwide to ensure that visitors and employees enjoy a consistent, memorable, and “on-brand” experience.

BMW of North America

Customer Experience Consulting & Training

BMW, the German automobile brand based in Munich, is synonymous with luxury; BMW of North America was founded in 1975 as the U.S. importer and distributor of the vehicles. The New Jersey-based group reviewed the most recent JD Power syndicated study results for luxury cars and determined it wanted to enhance the dealership experience for both sales and service, enlisting LRA and its strategic partner, Shane Green Enterprises, to help enact a cultural shift at all 350-plus North American dealership with an innovative service and leadership training program.

Cadillac Fairview

Audits & Inspections

The Cadillac Fairview Corporation Limited is one of North America’s largest investors, owners and managers of commercial real estate, focusing on developing and managing high quality office properties and regional shopping centres in Canada and the United States. LRA works with its shopping centre portfolio on a comprehensive customer experience enhancement program that combines LRA’s proprietary Emotional Audit offering, with Mystery Shopping and data analysis to help Cadillac Fairview understand how they connect with their shopper emotionally and can remain the shopping destination of choice in all of their markets.

Carillon Assisted Living

Mystery Shopping

Carillon, North Carolina’s only locally-owned and operated provider of licensed assisted living homes for seniors, is setting a new standard of excellence for North Carolina seniors and their families at 15 communities across the state. Carillon relies on LRA to mystery shop its sales associates, ensuring that they effectively convey the benefits of Carillon communities and provide a prospect experience worthy of the first-rate resident experience to come.

Carlson Rezidor Hotel Group

Audits & Inspections

This global hospitality company relies on LRA Worldwide to conduct its QPR program for the Radisson, Country Inn & Suites, Park Plaza and Radisson Blu brands across the world – The Americas, Asia Pacific and EMEA (formerly the Rezidor Hotel Group).  A recent addition to the program was the PPHE (Park Plaza Hotels Europe) group in EMEA.   For more information on this project, see our full case study.

Caruso Affiliated

Mystery Shopping

Based in Los Angeles and recognized around the world as the most innovative and successful developer of retail complexes, Caruso Affiliated continues to be the leader in the industry for sales, popularity, growth and the highest quality portfolio. By combining a focus on driving sales, a passion for architectural and design excellence, a commitment to serving the needs of the local community, and close attention to offering a one-of-a-kind guest experience, Caruso Affiliated has become the most admired real estate development firm in the industry. LRA works with Caruso to maintain that guest experience, conducting extensive mystery shopping programs of the amenities offered shoppers at several Caruso shopping centers, including The Grove, the iconic development connected to the LA Farmer’s Market.

Chelsea FC

Mystery Shopping

The Barclay’s Premier League is international club soccer’s grandest stage, playing to sold out stadiums and a global television audience with the sports brightest stars and most iconic clubs. Chelsea FC fits that profile, serving as a mainstay of English soccer for more than 100 years from its legendary stadium in London, Stamford Bridge. Chelsea FC employs a hospitality group that provides special hospitality packages to fans on match day and also arranges meetings and events for groups at the stadium facilities on non-match days. LRA conducts mystery shops of both the end-to-end match day hospitality experience, as well as the effectiveness of the hospitality group in selling meetings and events at the venue. LRA deploys actual meeting planners to shop the sales team via phone, e-mail and in-person site visits.

Choice Hotels International

Audits & Inspections

Faced with dipping guest satisfaction scores and seeking to elevate the public perception of its brands, Choice Hotels turned to LRA to implement a Quality Assurance program to reinforce its brand standards. Today, LRA consults with more than 6,500 properties representing 10 different brands throughout the United States and Canada, with plans to extend to EMEA as well, providing Choice's corporate team with a consistent measure of franchise performance and each property with a blueprint for improvement.

Christie’s

Customer Experience Consulting & Training

Mystery Shopping

Christie’s is a name and place that speaks of extraordinary art, unparalleled service and expertise. Founded in 1766 by James Christie, Christie’s conducted the greatest auctions of the 18th, 19th and 20th centuries, and today remains a popular showcase for the unique and the beautiful. Christie’s offers over 450 sales annually in over 80 categories, including all areas of fine and decorative arts, jewelry, photographs, collectibles, wine, and more. LRA works with the client service team at Christie’s New York headquarters, providing service and leadership training for the group, as well as mystery shopping their customer service levels, product knowledge, efficiency and brand compliance with an innovative and flexible video mystery shopping program.

Churchill Downs Incorporated

Customer Experience Consulting & Training

Mystery Shopping

The iconic home of the Kentucky Derby felt the need to elevate its customer experience on two fronts. For one, renovations at the namesake track created some big-ticket premium seating areas and the accompanying big-ticket customer expectations. Secondly, the company had acquired a number of additional high-profile racetracks...but didn't know how to create a branded "Churchill Downs" customer experience. LRA helped CDI facilitate the creation of the "Aspire" Guest Service model, implemented the related training across the enterprise, and runs an ongoing mystery shopping program to measure delivery.

Copa Airlines

Research

LRA was retained by Copa, the Panamanian carrier that “moves more passengers through the Americas,” to help revamp its “Voice of Customer” research program. LRA’s research team dove into the consulting engagement, providing analysis and recommendations to reshape the Copa passenger experience for future generations of travelers.

Delta Hotels and Resorts

Audits & Inspections

Founded in 1962, Delta Hotels and Resorts has grown to become Canada’s leading hotel management company. Today, Delta boasts a diversified portfolio of 40 city-centre, airport and resort properties. Excellence Canada, formerly the prestigious National Quality Institute, has recognized Delta with two Canada Awards for Excellence. For many years, LRA has helped support Delta’s growth by developing and executing a rigorous quality assurance and hotel inspection program.

Diamond Resorts International

Mystery Shopping

Diamond Resorts International and its affiliates offer a portfolio of spectacular resorts throughout the continental United States and Hawaii, Canada, Mexico, the Caribbean, South America, Central America, Europe, Asia, Australia and Africa. Diamond Resorts’ mission is to provide you and your family with a lifetime of ever-expanding variety of vacation holiday choices that indulge your senses in sophisticated comfort and help you relax and get away from the hustle and bustle of the outside world. Simplicity, Choice and Comfort: These are words Diamond lives by, and LRA helps them ensure that same experience is delivered during the initial contact with a new member via a comprehensive mystery shop of the sales experience.

Dolce Hotels and Resorts

Customer Experience Consulting & Training

Dolce Hotels and Resorts is a unique global hospitality company specializing in delivering an exceptional meetings experience by providing the most inspiring, hospitable and thoughtful environments for people to meet and learn. LRA works with Dolce on training initiatives designed to connect the Dolce brand promise to the actual service experience, focusing on front line associates, managers and executives alike. LRA has designed and delivered a range of executive workshops, leadership alignment sessions and classroom training modules to refresh and reconnect the Dolce brand language with the guest.

Eurest Services

Audits & Inspections

Eurest, a division of the international food service giant the Compass Group, provides corporate dining services to corporations throughout the country.  LRA has built a comprehensive evaluation program for Eurest that measures how effectively each outlet adheres to brand standards, operates and delivers the desired customer experience.   The Eurest program is unique for one of this nature, as the LRA consultant evaluates unit performance anonymously for a portion of the time spent on site.

FLIK International Corp

Audits & Inspections

FLIK, a division of the international food service giant the Compass Group, provides high-end and innovative corporate dining, catering and food service to businesses and conference centers throughout the Northeast.  LRA has built a comprehensive brand assurance and management program for FLIK that helps operators deliver the promised “Platinum Service” and corporate stakeholders rest easily knowing that great food, great service and great people are not just a marketing tagline.

Food and Shops at Ronald Reagan National Airport

Customer Experience Consulting & Training

Mystery Shopping

Reagan Food & Shops is the newly-branded collection of restaurants, shops and services available to travelers at Reagan National Airport in Washington, DC. Reagan Food & Shops is managed by Marketplace Development, which provides similar services at Dulles International Airport and Philadelphia International Airport. LRA partners with Marketplace at all three airports, providing a comprehensive customer experience program that combines frontline service training, leadership development, mystery shopping and performance coaching to ensure that eating, shopping or even just browsing at Reagan is a warm and welcoming experience.

Food and Shops at Washington Dulles International Airport

Customer Experience Consulting & Training

Mystery Shopping

Dulles Food & Shops is the newly-branded collection of restaurants, shops and services available to travelers at Dulles International Airport outside of Washington, DC. Managed by Marketplace Development, which provides similar services at Reagan National Airport and Philadelphia International Airport, the Dulles Food & Shops are committed to making Dulles the airport of choice for the nation’s capital. LRA partners with Marketplace at all three airports, providing a comprehensive customer experience program that combines frontline service training, leadership development, mystery shopping and performance coaching to ensure that whether they are coming or going, traveler’s have an unparalleled experience.

Giorgio Armani

Mystery Shopping

LRA has served in several roles in support of the international fashion icon, most prominently with the Giorgio Armani Café division, conducting mystery shops of the café experience at 14 locations across four continents. For this project, LRA recruits, trains and certifies independent contractors who are rigorously screened to fit the demographic profile of an Armani customer. LRA was also called in to consult on the pre-opening of the flagship Giorgio Armani Hotel in Dubai, UAE, proving customer experience and fashion sense go hand in hand.

Hard Rock Hotels & Casinos

Customer Experience Consulting & Training

Mystery Shopping

Started in 1971 by two American college graduates from the U.S. who wanted the experience of classic “American cuisine” while in London, the Hard Rock brand was born. Today there are seventeen Hard Rock Hotels & Casinos located throughout the world where LRA provides a comprehensive mystery shopping program to measure and enhance the guest experience. In addition, LRA helped develop the brand standards that define the “kick ass” service of a Hard Rock Hotel.  The program includes stand-alone mystery shops of the casino experience for six Seminole Gaming properties in Florida; the Seminoles own and operate Hard Rock brand.

Hyatt Hotels Corporation

Audits & Inspections

Mystery Shopping

Research

The LRA - Hyatt relationship operates on several different levels. LRA's Audits & Inspections Group conducts Hyatt's global quality assurance audit program, a comprehensive site visit that scores service and facility elements for multiple brands, and conducts periodic service-only “Mystery Shops” for select properties in between QA visits.  The group also conducts a “MICE Audit” program, measuring the effectiveness of the Meetings-Incentive-Conventions-Events sales teams in Asia and Europe.  LRA's Research Group has worked with Hyatt on a variety of initiatives, including several high-exposure ad hoc research studies on meeting planner rewards and leadership growth within the company.  In addition, LRA’s Mystery Shopping group works with the Hyatt Gold Passport program to measure the effectiveness of the HGP check-in process on a global basis.

InterContinental Hotels Group

Audits & Inspections

The relaunch of a brand is enough to keep even the most confident hotel executive up at night – when the brand is an industry icon such as Holiday Inn, the process calls for an extra layer of assurance to make certain the new brand is performing on all cylinders. IHG turned to LRA to provide a comprehensive brand evaluation program for all Holiday Inn and Holiday Inn Express properties in the EMEA and AP regions; the results were so powerful that this one-time initiative transformed into an ongoing program for all IHG brands in EMEA and Asia Pacific. LRA also conducted a one-time special project for IHG, designing a brand fieldwork study for the InterContinental Hotels & Resorts that involved gathering data and evaluating competitive brands in 10-12 gateway cities throughout the world.

International Speedway Corporation

Research

International Speedway Corporation (ISC) owns and operates 14 motorsports entertainment facilities throughout North America - including the iconic Daytona International Speedway, and runs the 19 NASCAR events held at these sites. With competition for the entertainment dollar at an all-time high, ISC works with LRA to measure the NASCAR race fan experience with a comprehensive post-race survey so as to ensure that fans come back for the next race, tell their friends...and the bleachers remain filled.  LRA deploys its proprietary “Emotional Connection Model” for ISC, which has allowed ISC to better understand the drivers of ticket renewal…and provide patrons the experiences that matter.   See the Case Study on our work with ISC for additional information on this project.

Interval International

Audits & Inspections

When Interval International, the leading timeshare exchange provider, decided they wanted to add another descriptive tier level to its offerings, they called upon LRA. LRA visited upwards of 100 candidate locations to determine whether or not they were worth of the “Interval Elite” moniker and continues to serve as the gatekeeper of this prestigious designation as more properties seek elite status.

Joie de Vivre Hotels

Audits & Inspections

As a leader in the boutique hotel sector, Joie de Vivre provides affordable and stylish accommodations for guests throughout California…and LRA’s brand assurance evaluations helped ensure that the authentic JDV experience is delivered from Sonoma to SoCal, and all points in between.

Las Vegas Sands Corporation

Research

The Meetings business is a huge revenue driver for large resort casino properties, and understanding how effectively you convert and service that business is crucial to corporate sales leaders. LRA worked with Las Vegas Sands to do a comprehensive study of the end-to-end Meeting Planner experience – from the initial sales inquiry to the execution of the actual event – at its properties in Las Vegas, Macau, Singapore and Bethlehem (PA). The findings helped provide very directive improvement initiatives designed for one purpose – close and retain more MICE business.

Loews Hotels

Customer Experience Consulting & Training

Research

With a rich history spanning over six decades, the Loews luxury hotel brand offers ultimate travel experiences in 15 cities across the US and Canada. Loews brand promise is to provide a Four Diamond AND MORE experience. AND MORE to Loews means a supremely comfortable, vibrant and uniquely local experience. LRA has been working with Loews to help organize the portfolio into unique segments representative of their luxury, business and resort properties utilizing a research-based approach. Additionally, LRA has helped facilitate client strategy and working sessions to create and codify the corresponding brand and operating standards.

Madison Square Garden

Customer Experience Consulting & Training

Mystery Shopping

Research

The “World’s Most Famous Arena” embarked on an ambitious $500 million physical renovation plan and decided they want to renovate the fan experience to match. LRA conducted an extensive evaluation of the “current state” fan experience and help design, implement and reinforce a branded customer service program at the arena and the related “Circle of Service” training. Progress is measured via a Team Member survey program and extensive mystery shopping at MSG and its “sister” facilities – Radio City Music Hall, Chicago Theater, Beacon Theater and the newest addition to the MSG family - The Forum. LRA helps keep the “Circle of Service” turning at MSG.

Mandarin Oriental Hotel Group

Research

Few brands evoke luxury and guest service like Mandarin and LRA’s comprehensive guest satisfaction and loyalty program is engineered to ensure it stays that way. LRA conducts post-stay research with thousands of Mandarin guests throughout the world, providing real-time results to more than 300 corporate- and property-level managers. The program allows Mandarin to respond immediately to guest needs, adjust on the fly within the operation and make strategic adjustments to the guest experience, all based on what their guests value most. The program has grown to include stand-alone food & beverage and spa components.

Marriott International

Audits & Inspections

LRA was selected as the sole provider of Marriott’s global Brand Standards Audit (BSA) initiative, visiting each of 3,500-plus hotels throughout the world at least once per year. To launch the program, LRA worked closely with each individual Marriott brand team to develop customized quality assurance frameworks for each brand…that remained true to a core set of Marriott standards. The program is designed to make sure that “iconic luxury” of Ritz-Carlton is delivered in Shanghai and St. Thomas, the “modern essentials” of Courtyard by Marriott live and breathe in Albuquerque, New Mexico, and every property delivers on the brand promise at all points in between.

Maryland Live!

Mystery Shopping

Maryland Live! Casino, conveniently located at the Arundel Mills Mall halfway between Baltimore and Washington, is one of the largest commercial casinos in the country with 122 table games, including Blackjack, Craps, Roulette, Mini-Baccarat and Pai Gow Poker; 4,338 state-of-the-art slot machines; two High Limit rooms; and a state-of-the-art Poker Room. A variety of food, beverage and entertainment options are available on site to suit any tastes. While the casino has been wildly successful financially since its opening in 2012, management has taken a proactive approach to service delivery and enhancement, working with LRA on a comprehensive mystery shopping program that measures all facets of the guest experience at a high frequency.

Meliá Hotels International

Audits & Inspections

When Meliá Hotels International, the twelfth largest hotel chain in the world, announced a strategic plan centered around “enhancing the value of its brands [and] repositioning the brands on a higher level,” they recognized that defining the internal brands would be as important as marketing externally. Meliá contacted LRA to run six distinct “brand boot camps” for each of the company’s hotel brands, where the desired brand image was translated into a distinct service philosophy and brand and operational standards – the foundational elements of a distinct, differentiated and branded guest experience. With the rollout of the new brand standards, LRA currently conducts Meliá’s global Quality Assurance program, conducting evaluations at each of 300-plus properties worldwide.

Mohegan Sun at Pocono Downs

Mystery Shopping

Research

Faced with increased competition in the Pennsylvania gaming marketplace, Mohegan Sun at Pocono Downs looked to hone its service levels, enlisting LRA to conduct a comprehensive mystery shopping program of all outlets and amentities – including multiple restaurants – on the property. As it does for all of its Quality Assurance and Mystery Shopping clients, LRA built a bespoke evaluation protocol to help Mohegan Sun manage service delivery. LRA also conducted a custom research program for Mohegan Sun designed to help leadership understand the drivers behind fluctuating play levels of certain high-value guests.

Motel 6

Audits & Inspections

G6 Hospitality LLC owns, operates and franchises 1,100 economy lodging locations under the iconic Motel 6 brand and the extended stay Studio 6 brand. Headquartered in Texas, G6 Hospitality employs 10,000 team members across the U.S. and Canada. For 26 years, Motel 6 has used the tagline, “We’ll leave the light on for you®,” earning the chain the highest brand recognition in the economy lodging segment. Motel 6 spent several years working closely with LRA to help improve its quality assurance and property inspection process and supplement their internal inspection team by conducting audits at select hotel properties; more recently, Motel 6 outsourced its entire quality assurance auditing program to LRA in order to drive consistency, accountability and performance across the portfolio.

National Basketball Association (NBA)

Customer Experience Consulting & Training

Mystery Shopping

The National Basketball Association is the world’s premier professional basketball league, with 30 teams located throughout the U.S. and Canada providing thousands of fans with a fantastic in-arena experience and millions more with the excitement of NBA basketball on television. LRA worked with the NBA’s Team Marketing and Business Operations group on a training program for each of the teams designed to drive season ticket renewal rates and fan retention; LRA worked with more than 20 NBA teams in all, and then expanded the program to teams in the NFL, MLB, NHL and MLS as well. LRA also conducted a comprehensive fan experience mystery shopping program for the league at each venue, helping to identify areas of focus for improvement efforts for the league.

National Football League (NFL)

Audits & Inspections

Research

Professional football is the most popular sport in the United States, with attendance figures and television ratings that bear witness to the NFL’s popularity. LRA has partnered with the League on a variety of team season ticket renewal studies designed to ensure that the fans who come to the games continue to feel like valued customers across their entire game day experience.  Most recently, LRA deployed a comprehensive Fan Experience audit at each of the 32 NFL stadiums, designing a program to capture the entertainment experience and fan engagement at each venue; the complex program was designed and deployed quickly, with LRA consultants evaluating as many as 11 games in any one NFL weekend.  In season, the program was explanded to include the league game hosted in London and the Super Bowl.  Aggregate and team-level results were prepared, with findings presented at various league meetings.  You can read more about the program and the NFL's Fan Experience initiatives here.

New York Mets

Mystery Shopping

The New York Mets are Major League Baseball’s New York entry in the National League, playing 81 home games per year at Citi Field. Citi Field opened in 2009, providing fans with a first-class venue with all of the amenities. The Mets work with LRA to mystery shop each home game on various service and facility touch points to make sure the fan experience is as good as new, each and every game.

Onyx Hospitality Group

Customer Experience Consulting & Training

ONYX Hospitality Group is a leading hotel management company based in Bangkok, Thailand that offers the hospitality excellence for which Asia is renowned via multiple brand offerings. Amari Hotels & Resorts is the company’s primary brand, offering high-end hotels and resorts located primarily in Thailand. With ONYX looking to add new brand concepts to its portfolio, the company enlisted LRA to create an enterprise-wide framework for shared brand standards, and then collaborated to create differentiated brand standards – and the related guest experience – for Amari. The same process of creating differentiated brand standards is on tap for the newly-launched OZO and Shama brands.

Parkway Corporation

Mystery Shopping

Parkway Corporation is a Philadelphia-based company that manages commercial parking facilities across the United States and Canada. Parkway also has the contract for staffing the Information Booths at Philadelphia International Airport, which is where LRA first started conducting mystery shops for Parkway of staff member service levels, facility knowledge and standards compliance. The relationship has expanded to include mystery shopping of Parkway’s parking facilities in Philadelphia, Richmond, Baltimore, Pittsburgh and Toronto. LRA also manages and houses the data and reports for Parkway’s various internal audit programs on one of its online reporting tools.

Pestana Hotels & Resorts

Research

Pestana Hotels & Resorts is one of the top 100 hotel companies in the world, providing its guest 4- and 5-star hotel and resort experiences in cities and beaches throughout Portugal, Brazil, Mozambique and Cape Verde. LRA helps Pestana to measure and enhance the guest experience on an ongoing basis, conducting a post-stay guest satisfaction and loyalty survey. The program allows Pestana management to react to survey results in real time and prioritize big-picture investments in the guest experience based on what is most important to their guests. More recently, Pestana added its Pousadas de Portugal brand to the program as well.

Philadelphia Marketplace at Philadelphia International Airport

Customer Experience Consulting & Training

Mystery Shopping

Philadelphia Marketplace is the collection of 160-plus retail and food and beverage outlets that beckons travelers at Philadelphia International Airport (PHL) and has helped the airport rocket up industry passenger satisfaction studies.  LRA and Philadelphia Marketplace have partnered on an innovative performance enhancement and professional development program that meshes mystery shopping, training and coaching in the field and leadership development, all for the purpose of making those passing through PHL say “now that’s an airport I wouldn’t mind getting stuck at.”

Port Authority of New York & New Jersey

Audits & Inspections

Mystery Shopping

The PANYNJ, which oversees LaGuardia, JFK and Newark airports, was faced with the realization that travelers really had a choice – i.e., regional airports and Southwest. In response, the PANYNJ set about engineering a more pleasant travel experience and employed LRA to help design that experience – from the vendors to the gate agents – as well as measure its delivery via a comprehensive site audit and mystery shopping program. Though preconceived notions are hard to change, travelers are voting with their feet and their votes. Both travel volume and traveler satisfaction scores are on the rise.

Preferred Hotel Group

Audits & Inspections

The Preferred Hotel Group provides sales and marketing support for a global collection of distinctive hotels under four brands – Summit, Preferred, Boutique and Sterling. For the consumer, with the Preferred Hotel Group designation comes a peace of mind that the property in question shares the PHG commitment to excellence. LRA serves as PHG’s partner in ensuring that excellence globally; the comprehensive Quality Assurance evaluation at each affiliated property ensures that a Preferred Hotel lives up to its name.

Red Roof Inn

Audits & Inspections

With 345+ hotels across 36 states, Red Roof promises its guests comfort, quality and economy. The Brand relies on LRA to help ensure that promise is consistently delivered.  LRA worked with Red Roof to build the GuestREDI quality assurance audit program, a powerful tool to help property GMs drive improved performance with the assistance of LRA’s professional QA consultants.  “Nice Place, Nice Price” – Words Red Roof Inn lives by.

Regal Hotels International

Audits & Inspections

Customer Experience Consulting & Training

This Hong Kong-based hotel brand was recognizing its ambitious growth plans in China…and realized it needed some assistance to make sure that the “Regal Experience” delivered in Kowloon is that same as that in Chengdu. LRA helped developed the “Regal Connection” brand standards and service training, and is now conducting regular quality assurance evaluations at each property to ensure the Regal experience remains so.

Revera

Audits & Inspections

Revera Inc. is one of North America’s largest operators of senior living communities and related services. With over 225 facilities located across Canada and the U.S., Revera is focused on delivering exceptional experiences to its residents and their families. Revera looks to LRA to help develop, organize, and document the company’s brand, operating, and service standards as well as design and implement a comprehensive and rigorous quality assurance inspection program managed across the portfolio.

Rotana Hotels & Resorts

Audits & Inspections

LRA provides the brand audit services for this prominent lodging company based in Abu Dhabi, UAE, with 40-plus properties throughout the Middle East and Africa. LRA has designed an audit to capture all facets of property performance, from guest experience through brand compliance and facility cleanliness and conditions.

San Diego Zoo Global

Mystery Shopping

The San Diego Zoo has long been regarded as the gold standard of the industry, with a stunning array of animals displayed in settings that mirror their natural habitats. With a world-class product, the Zoo turned its focus to delivering world-class service, revamping its customer service standards and training programs, and turning to LRA to conduct periodic assessments and frequent mystery shops of the Zoo experience. There’s no elephant in the room – this is one assignment that’s easy to bear…

San Francisco International Airport

Mystery Shopping

Research

San Francisco International Airport (SFO) has set its sights on not only being the airport of choice for Bay Area travelers but the “gateway to the United States” for those passengers and airlines flying into the U.S. via the West Coast. SFO asked LRA to help assess the traveler experience at the airport and make prioritized recommendations for improvement via a study that integrated exploratory research from travelers and a site evaluation by an LRA travel consultant. SFO embraced the findings and is planning enhancements to the traveler experience that will keep the airport ahead of the crowd. Currently, LRA manages SFO’s ongoing mystery shopping program.

Starwood Capital Group

Research

Headquartered in Greenwich, CT, Starwood Capital Group is a private, U.S.-based investment firm with a core focus on global real estate. Since the group’s inception in 1991, the firm has raised more than $16 billion of equity capital, and through its various funds, has invested $13.7 billion representing over $36 billion in assets. Starwood Capital Group has invested in nearly every class of real estate on a global basis, including office, retail, residential, senior housing, golf, hotels, resorts and industrial. LRA’s research group has assisted SCG with certain elements of their due diligence process in connection with several lodging industry transactions, conducting field interviews and analysis on brand value, experience and perception.

Starwood Hotels & Resorts

Audits & Inspections

Mystery Shopping

Some of the most buzz-worthy brands in hospitality operate under the Starwood umbrella, and LRA helps ensure the buzz stays worthy, from Boston to Bangkok. The LRA Brand Assurance program makes sure the Sheraton Service Promise is kept, the Westin Heavenly Bed is truly celestial, and that W Hotels truly can deliver Whatever/Whenever. With an active role on each brand’s standards committee, LRA ensures that the brands remain cutting edge and the individual properties remain just as sharp. And the Starwood Preferred Guest loyalty program deployed TrueView to make sure the member experience was being delivered in all four corners of the world.

Stowe Mountain Resort

Research

With a $100 million capital improvement campaign yielding a new base area and five-star resort hotel, Stowe has transformed its business from a “ski mountain” to a full-service “resort.” Stowe realized that a transformation of that nature doesn’t occur with the facilities alone – it requires a shift in the service culture and orientation of the organization. LRA works with Stowe to measure the Stowe guest experience and employee engagement, and use the related analysis to ensure that this ongoing transformation is a smooth ride, for clientele old and new.

Sunrise Senior Living

Mystery Shopping

The landscape in the senior living industry has become highly-competitive, where “healthcare” and “hospitality” have assumed equal billing. Sunrise Senior Living, one of the industry leaders, has taken great pains to ensure its sales force captures all that Sunrise has to offer – from empathy to entertainment – in each and every sales interaction. LRA conducts mystery shops of the sales process across 200-plus locations, making sure that Sunrise is positioned to turn prospects into residents; read more about the program in this case study. LRA conducts programs of this nature for a number of other Senior Living providers, including Carillon Assisted Living, Beacon Communities, Pathway Senior Living, Vi Living and Specialty Care.

The Cosmopolitan of Las Vegas

Audits & Inspections

Research

When this stunning property opened its doors in December 2010, it marked the most high-profile opening on the strip in years…and LRA was there to help. LRA consultants were on-site for weeks pre-opening and after, providing continuous feedback on the guest experience to help fine tune the unique Cosmopolitan Service Culture. Since LRA and Jay-Z helped open the property, LRA has continued to provide measurement services for the resort – ongoing quality assurance evaluations, guest surveys, meeting planner research, employee engagement research, and more.

Turning Stone Resort Casino

Audits & Inspections

Customer Experience Consulting & Training

Mystery Shopping

Research

A premier four-season, destination resort in Upstate New York, the Oneida Indian Nation’s Turning Stone Resort Casino offers world-class gaming, golf, entertainment, accommodations and spa facilities, and has earned AAA Four Diamond ratings for The Lodge, The Tower Hotel, and Wildflowers restaurant. Turning Stone experienced rapid growth from the day it opened its doors in 1993 as a Bingo Hall, and turned to LRA to help assess and enhance the guest experience 20 years later. LRA works with Turning Stone on a variety of guest experience initiatives, including service culture and leadership training, guest and employee experience surveys and mystery shopping of the casino, hotel, dining, golf and spa experiences.  Currently, LRA conducts an ongoing quality assurance audit program of the hotel (across four individual properties), casino, golf and dining offerings.

United States Tennis Association/U.S. Open

Mystery Shopping

The United States Tennis Association (USTA) is the national governing body for the sport of tennis and the recognized leader in promoting and developing the sport’s growth on every level in the United States, from local communities to the crown jewel of the professional game, the US Open. The US Open held at the end of each summer in Flushing, New York, is one of the preeminent live sporting events in the world. The USTA relies on LRA to help measure and provide feedback on the fan experience at the live event through LRA’s mystery shopping services; LRA deploys multiple mystery shoppers during the first few days of the tournament to provide USTA leadership with immediate feedback suitable for coaching and corrective action.

Ventas, Inc.

Mystery Shopping

Ventas, Inc. (NYSE: VTR), an S&P 500 company, is the leading seniors housing and healthcare real estate investment trust (REIT) in the United States, with a highly diversified portfolio of over 1,400 seniors housing and healthcare properties in 46 states, the District of Columbia and two Canadian provinces. Ventas is the largest owner of private pay seniors housing properties, and benefit from relationships with over 100 tenants and managers, including industry-leading tenants/managers such as Atria Senior Living Inc., Brookdale Senior Living, Inc., Kindred Healthcare, Inc. and Sunrise Senior Living, Inc. Ventas turned to LRA to conduct site evaluations of its competitors in various markets, using the data gathered to justify capital improvements and help their holdings remain competitive.

VIA Rail Canada

Customer Experience Consulting & Training

VIA Rail Canada operates the national passenger rail service on behalf of the Government of Canada. VIA consistently ranks as one of the most trusted transportation companies in Canada and carried nearly four million passengers in 2012. In recent years, VIA’s performance has been challenged by shifting market conditions, including a drop in tourist travel from the US and overseas. In addition, aging equipment and increased rail traffic congestion has affected the reliability and overall performance of passenger trains. VIA retained LRA to develop a customer service culture focused on “customer intimacy,” the related customer service standards and training program, and additional recruiting, hiring and development strategies design to equip VIA Rail employees to enhance the passenger experience.

Vintage Senior Living

Research

Vintage is a growing provider of independent, assisted and skilled nursing senior living services at more than 20 locations in the western United States. The company came to LRA looking for greater insights into the experiences they provide their residents (and their family members) from the initial sales process, through move-in and – most importantly – in the day-to-day resident experience. Likewise, they had keen interest in the employee experience, knowing full well the engaged employees lead to happy residents. LRA has partnered with Vintage on a comprehensive survey program designed to manage this feedback loop and analyze the findings to make sure residents, families and employees alike feel cared for and secure.

Virgin Hotels

Customer Experience Consulting & Training

As a leader in design and hospitality, Virgin has transformed businesses ranging from airlines to fitness clubs to super luxury retreats. With over 25 years in the travel sector and a reputation for delivering unforgettable experiences to millions of Virgin fans, Virgin is entering the hotel business. In advance of the opening of their first hotel property in Chicago, Virgin hired LRA to help develop, organize, and operationalize their brand standards and tie them together with Virgin’s unique brand.

Wyndham Hotel Group

Audits & Inspections

Customer Experience Consulting & Training

Mystery Shopping

Wyndham Hotel Group is one of the world’s largest and most diverse hotel company with over 7,000 hotels worldwide in every category from upscale to economy. LRA has enjoyed a long and diverse relationship with Wyndham, partnering on a variety of special projects and ongoing engagements. Most recently, LRA worked with Wyndham to develop and deploy a global online standards knowledge base to house the brand standards for 14 brands, conducted a comprehensive 1,000-property mystery shopping for Days Inn and assumed the Quality Assurance Audit program for the properties in Wyndham’s Latin American region.