LRA Worldwide aggregates the latest news, notes, articles and best practices related to the "guest experience" for hospitality, hotel, travel, golf course management and leisure professionals. http://www.lraworldwide.com Sol Melia, the 15th-largest hotel chain in the world and the leading Spanish hotel and resort company, has selected LRA Worldwide to assist with elements of its Strategic Plan presented to investors in Madrid last year. LRA, a pioneer in the consulting discipline of Customer Experience Management, is working with Sol Melia on the brand equity pillar of the plan, helping the company further define each brand offering and how that offering is delivered at the property level. http://www.lraworldwide.com/press_2009-02-18_SolMelia.html http://www.lraworldwide.com/press_2009-02-18_SolMelia.html IHG (InterContinental Hotels Group) has announced an expansion of its robust Quality Assurance program for all properties and brands in Europe, Middle East and Africa. The program is designed to measure and enhance brand compliance and guest service delivery at 650 properties in EMEA; IHG has partnered with LRA Worldwide, Inc. on the initiative. http://www.lraworldwide.com/press_2009-01-27_IHG_EMEA.html http://www.lraworldwide.com/press_2009-01-27_IHG_EMEA.html At the Chatham Bars Inn in Chatham, Mass., guests enjoy lounging away summer days in their very own poolside cabanas. Each cabana is equipped with four chaise lounge chairs, folding tables, a refrigerator and plush towels, while cabana attendants will bring ice-cold beverages and anything else the guests need. The cabanas provide shade and exclusivity to guests—and a great source of profits to the resort... http://www.lraworldwide.com/pdf/Article_ResortAndRecreation_Feb09_ExtraIncome_Kenninger.pdf http://www.lraworldwide.com/pdf/Article_ResortAndRecreation_Feb09_ExtraIncome_Kenninger.pdf Do you remember the arguments you had when you were six years old about anything involving numbers? It could have been about a batting average, who could count the highest or who was going to collect the most Halloween candy ‐ it didn't really matter. The one‐upsmanship would volley back and forth until someone dropped the ultimate argument‐stopper... http://www.lraworldwide.com/pdf/Article_HotelBusinessReview_Jan09_HowManyStars_RobRush.pdf http://www.lraworldwide.com/pdf/Article_HotelBusinessReview_Jan09_HowManyStars_RobRush.pdf John Roberto, Senior Vice President of LRA Worldwide, Inc., will moderate a panel at the 10th Annual Vacation Ownership Investment Conference next week in Orlando. http://www.lraworldwide.com/press_2008-10-03_Roberto.html http://www.lraworldwide.com/press_2008-10-03_Roberto.html If you don't have one, you better get one... http://www.lraworldwide.com/pdf/Article_TrainingMag_Testing_Bille_September_2008.pdf http://www.lraworldwide.com/pdf/Article_TrainingMag_Testing_Bille_September_2008.pdf Ignore the first touch you have with your customers at your own peril. http://www.lraworldwide.com/pdf/Article_HotelExecutive_Sept08_CxFIrstImpression_RobRush.pdf http://www.lraworldwide.com/pdf/Article_HotelExecutive_Sept08_CxFIrstImpression_RobRush.pdf OK, let’s get down to the bottom of this. Please stand up and raise your hand if you've been WOW-ed lately. At the supermarket, dry cleaner, health club or hotel. Where have you had your socks knocked off...and then cleaned, pressed, folded and put away? http://www.lraworldwide.com/pdf/Article_HotelExecutive_Jun08_RobRush_Consistency.pdf http://www.lraworldwide.com/pdf/Article_HotelExecutive_Jun08_RobRush_Consistency.pdf K Hotels, the exclusive collection of some of the world’s finest boutique hotels, has partnered with LRA Worldwide, Inc. to create a Quality Assurance evaluation program as a service for its membership... http://www.lraworldwide.com/press_2008-04-17_KHotels.html http://www.lraworldwide.com/press_2008-04-17_KHotels.html LRA Worldwide's CEO, Rob Rush, appears in Philadelphia Business Journal's CEO File. http://www.lraworldwide.com/pdf/articles/Article_PBJ_DieHardDeadhead_Mar08.pdf http://www.lraworldwide.com/pdf/articles/Article_PBJ_DieHardDeadhead_Mar08.pdf Business Travel News releases its annual survey on the top hotel chains in each service sector for business travellers. John Roberto, an LRA Senior Vice President and Managing Director of the firm's Quality Assurance practice, provides some thoughts on the findings for upscale, luxury and economy sectors. http://www.btnonline.com/businesstravelnews/headlines/article_display.jsp?vnu_content_id=1003726520 http://www.btnonline.com/businesstravelnews/headlines/article_display.jsp?vnu_content_id=1003726520 It may seem obvious, but this item describes the anticipated growth of the hotel and lodging industry within China, specifically the growth of "rated" hotels of the five-star variety. Certainly of interest for those wondering how "five-star" service will translate into this part of the world largely underserved by high-end providers. http://www.chinadaily.com.cn/bizchina/2008-01/28/content_6424235.htm http://www.chinadaily.com.cn/bizchina/2008-01/28/content_6424235.htm IHG CEO Andy Cosslet discusses the companies growth strategy for China. http://www.chinadaily.com.cn/cndy/2008-03/04/content_6503917.htm http://www.chinadaily.com.cn/cndy/2008-03/04/content_6503917.htm Shell Vacations Club (SVC), a regional leader in the timeshare and vacation ownership industry, is partnering with LRA Worldwide to improve the prospect experience for those who call or visit SVC sales centers via a comprehensive mystery shopping program. http://www.lraworldwide.com/press_2008-02-27_Shell.html http://www.lraworldwide.com/press_2008-02-27_Shell.html LRA Worldwide Account Director Jeff Gurtman outlines why it is especially important to keep focused on quality initiatives and customer experience during an economic downturn. http://www.lraworldwide.com/newsletter-2008-Q1-Consultants_Corner.html http://www.lraworldwide.com/newsletter-2008-Q1-Consultants_Corner.html