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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AAA

Mystery Shopping

LRA by Deloitte works with the AAA Club servicing Ohio and Connecticut, conducting mystery shops on various types of roadside assistance service calls.  The setup and design for this program involved much planning, including the creation of new memberships, extensive scenario building on various types of service calls and in-depth training and certification of the shoppers.  The local AAA Club sponsoring the project is interested in evaluating a variety of service and efficiency metrics based on the performance of its drivers and its partner network of providers.

Anantara Hotels, Resorts & Spas

Examinations & 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 by Deloitte to design and develop LRA by Deloitte’s Emotional Examination 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 Examination across its entire portfolio with multiple evaluations each year, as well as deploying a more traditional LRA by Deloitte brand Examination as well.

Arabian Centres

Examinations & 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 by Deloitte conducts a brand standards examination and inspection program for Arabian Centres, leveraging Arabian Centres operating and service standards and LRA by Deloitte’s hospitality background to help make sure of a consistent delivery of a distinct shopper experience.  For more information on this project, please review the case study.

Block 16 Hospitality

Mystery Shopping

Block 16 Hospitality runs multiple upscale and casual restaurant and nightclub operations in Las Vegas at a number of hotel/casino locations; LRA by Deloitte conducts mystery shop field research to make sure they are delivering the desired guest experience and meeting the expectations of the hotel/resort properties in which they are tenants.

FLIK International Corp

Examinations & 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 by Deloitte has built an end-to-end brand assessment and management program for FLIK that helps operators provide “Platinum Service” and corporate stakeholders rest easily knowing that good food, service and 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 by Deloitte teams with with Marketplace at each of these airports, providing a broad customer experience program that combines frontline service training, leadership development, mystery shopping and performance coaching to provide a warm and welcoming eating, shopping, and browsing experience. 

Hotel Association of Canada/Green Key Global

Examinations & Inspections

Green Key Global and the Hotel Association of Canada own and operate the Green Key Eco-Rating program, one of the largest green hotel certification programs in the world, with more than 2,000 members. LRA partnered with HAC on the launch of Green Key in the United States, helping to secure Motel 6, Hyatt, Carlson-Rezidor, Kimpton, Fairmont, Destination Hotels & Resorts, MGM Resorts International and Caesars Entertainment as early adopters of the program. LRA designed the on-site verification audit that is the lynchpin of Green Key's integrity and each year LRA by Deloitte's "green" audit team, led by LEED AP Roxanna Lopez, conducts the audit at a subset of Green Key properties in the United States.

InterContinental Hotels Group

Examinations & 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 by Deloitte 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 by Deloitte 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 by Deloitte 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 by Deloitte 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

Examinations & 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.

Mandarin Oriental Hotel Group

Research

Few brands evoke luxury and guest service like Mandarin and LRA by Deloitte’s comprehensive guest satisfaction and loyalty program is engineered to ensure it stays that way. LRA by Deloitte 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

Examinations & 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 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 each property delivers on the brand promise at 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 customer tastes. While the casino has been profitable since its opening in 2012, management has taken a proactive approach to service delivery and enhancement, working with LRA by Deloitte on a comprehensive mystery shopping program that measures each facet of the guest experience at a high frequency.

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.

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 by Deloitte 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 by Deloitte also manages and houses the data and reports for Parkway’s various internal assessment programs on one of its online reporting tools.

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 improve industry passenger experiences. LRA by Deloitte and Philadelphia Marketplace have teamed on an innovative performance enhancement and professional development program that meshes mystery shopping, training and coaching in the field and leadership development, for the purpose of making those passing through PHL say “now that’s an airport I wouldn’t mind getting stuck at.”

Preferred Hotel Group

Examinations & 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 by Deloitte 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

Examinations & Inspections

With 345+ hotels across 36 states, Red Roof promises its guests comfort, quality and economy. The Brand relies on LRA by Deloitte 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.

Rotana Hotels & Resorts

Examinations & Inspections

LRA by Deloitte provides the brand assessment services for this prominent lodging company based in Abu Dhabi, UAE, with 40-plus properties throughout the Middle East and Africa. LRA by Deloitte has designed an assessment to capture each facet of the 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 by Deloitte 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…

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 by Deloitte works with Stowe to measure the Stowe guest experience and employee engagement, and use the related analysis to facilitate an ongoing smoot transformation, for clientele old and new.

United Airlines

Examinations & Inspections

United Airlines is one of the world’s largest airlines with more than 84,000 employees worldwide and the world’s most comprehensive global route network. To support their invigorated focus on the flyer friendly brand promise and being the airline people want to fly, United has partnered with LRA by Deloitte to help measure the end-to-end passenger experience from a physical, operational and emotional perspective.

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 by Deloitte to help develop, organize, and operationalize their brand standards and tie them together with Virgin’s distinct brand.

Westfield Concession Management/LAX

Customer Experience Consulting & Training

Mystery Shopping

Westfield Concession Management is transforming the customer experience in airports across the U.S. by creating cutting-edge environments celebrated for capturing each city’s distinct style and spirit through innovative design, sophisticated dining, luxury retail and world-class amenities. Recently, Westfield has applied this approach to the new Tom Bradley International Terminal (TBIT) at Los Angeles International Airport. TBIT is providing travelers a high-end luxury experience in its food and retail offerings, and has enlisted LRA by Deloitte's assistance to make sure the service delivery matches the product offering. LRA by Deloitte has deployed an integrated performance measurement, coaching and improvement program in the Terminal, with regular "emotional" mystery shops of the concessions outlets, along with follow-up in-store performance coaching and quarterly service and leadership development seminars. The program has been so well-received in its initial stages that Westfield has engaged LRA by Deloitte in its shopping center business as well; LRA by Deloitte is conducting a mystery shopping study on the VIP Passport to Savings initiative at 12 malls.