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Radisson Selects LRAWorldwide to Oversee Quality Assurance Program
Improved Standards, Third-party Credibility, Training and Expertise Cited as Reasons
HORSHAM, Pennsylvania; July 1, 1999 - As part of its continuous improvement program and to further enhance the quality of its brand, Radisson Hotels Worldwide today announced that it has established a new partnership with LRAWorldwide, an international consulting company specializing in quality assurance and performance measurement services.
LRAWorldwide will be responsible for the development, design, training and testing of a new Radisson quality process. "LRAWorldwide is tailoring its state-of-the-art program to meet our specific needs," said Sue Geurs, Radisson vice president of guest services. "Our goal is to raise the quality bar and provide an even better product for our hotel guests and third-party credibility with our hotel franchisees."
Radisson and LRAWorldwide jointly will develop new scoring methodologies and a comprehensive database management program to better measure and track quality. Initially, the process will address Radisson's new levels of standards and compliance related to hotel cleanliness, maintenance and brand integrity. The program will include training for hotel staff during the quality review process.
"Our quality assurance program for Radisson will focus on training and improving adherence to Radisson standards rather than acting like some type of police force," said Stan Lashner, managing director of LRAWorldwide. "Our quality assurance consultants walk each property with the general manager and/or the housekeeping staff to discover ways the hotel can better meet guests' expectations. We then go a step further by offering viable solutions to problems with on-the-spot training, thereby ensuring a higher level of quality."
About Radisson Hotels Worldwide
With headquarters in Minneapolis, Minn., Radisson Hotels Worldwide is a Carlson Hospitality Worldwide lodging brand. Carlson Hotels Worldwide is one of the primary operating groups of Carlson Companies, Inc., one of America's largest privately owned corporations with system-wide revenues under Carlson brands of more than $22 billion in 1998.
About LRA Worldwide, Inc.
LRA Worldwide, Inc. is a leading consulting, organizational development and research company that specializes in Customer Experience Management (CEM). LRA helps companies and brands design and deliver the optimal customer experience across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty, customer advocacy and profitability. LRA specializes in "operationalizing the brand" - turning brand promise and customer strategy into operational reality. LRA's CEM practice areas include CEM Strategy Design, Standards Development & Content Management, Organizational Development & Training, Research and Quality Assurance & Mystery Shopping; these are either deployed together in a strategic manner to continually monitor and improve the customer experience or deployed individually to address a specific tactical client need.
LRA's clients include some of the world's leading companies and brands, including Starwood Hotels & Resorts, Hard Rock Hotels & Casinos, the PGA TOUR, Albertsons Supermarkets, the NBA and First Niagara Financial Group. For more information, visit the company's Web site at www.LRAworldwide.com
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