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Hilton Hotels Signs with LRA Worldwide to Enhance Quality Assurance Program
New Processes for Cleanliness, Conditions, Compliance and Standards Cited as Reason
HORSHAM, Pennsylvania; August 4, 1999 - Hilton Hotels Corporation today announced it will develop new levels of standards and compliance to further enhance its brand integrity and has retained LRAWorldwide, an international consulting company specializing in quality assurance and performance measurement services. The process will identify new scoring methodologies and establish a comprehensive database management program to better measure and track quality. The program encompasses evaluation of guest service and guest service delivery, followed by a formal property walk-through.
"High quality standards that meet or exceed guest expectations play an important role in helping further distinguish Hilton from other upscale hotel brands," said William Brooks, vice president of brand standards and quality management. "We selected LRA Worldwide because of their strong track record in developing and conducting quality review programs, the expertise of their staff and especially their ability to evaluate a property from a guest's perspective."
LRAWorldwide, working with the Hilton quality assurance staff, will develop, design, and implement the new Hilton quality process. "Our quality assurance program for Hilton will focus on improving the guest experience and adherence to Hilton standards," said Stan Lashner, managing director of LRAWorldwide. "At the appropriate time, 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. This interactive process fosters continuous improvement at the property and helps protect the brand."
About Hilton Hotels Corporation
Hilton Hotels Corporation is internationally recognized as one of the world's leading hospitality companies, with 237 Hilton hotel properties and resorts located in 40 states and the District of Columbia and 13 Conrad International hotels located in eight other countries around the world. The company develops, owns, manages and franchises hotels, resorts and vacation ownership resorts.
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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