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Hyatt Hotels Corp. Selects LRA for Quality Assurance Services
Leading hotelier to partner with LRA to further enhance the Hyatt experience
CHICAGO, Illinois/HORSHAM, Pennsylvania; July 19, 2004 - Hyatt Hotels & Resorts and LRA Worldwide announced today that they have entered into an agreement whereby LRA will provide quality assurance services to Hyatt hotels and resorts throughout North America. The selection of LRA Worldwide reconfirms Hyatt's commitment to setting the standard for delivering world-class hospitality experiences.
"At Hyatt, our goal is to consistently exceed our guest's expectations. Our partnership with LRA will help us better measure performance and ensure optimal levels of product and service consistency throughout our portfolio. We have selected LRA because of their unique combination of hospitality industry expertise, quality assurance skills and leading-edge technology and reporting capabilities," said Gary Dollens, vice president of operations for Hyatt.
"We are very pleased to have been selected as Hyatt Hotels' partner for this important initiative," said Melissa Farrell, Vice President of LRA. In our view, consistency and a customer-centric focus is the foundation for all world-class hospitality brands. Our objective is to help Hyatt ensure consistency and excellence in product and service delivery through a comprehensive QA program that focuses on the key elements of the Hyatt experience that drive guest satisfaction, loyalty and profitability."
About Hyatt Hotels & Resorts
There are 210 Hyatt hotels and resorts around the world, which are managed by two separate groups of companies. Subsidiaries of Hyatt International Corporation operate, manage or franchise 88 hotels and resorts in 38 countries, with an additional 21 hotels under development. Hyatt Corporation, a separate company, and its subsidiaries operate, manage, franchise or lease 122 hotels and resorts in the United States, Canada and the Caribbean. Reservation or information for any Hyatt hotel worldwide can be obtained by calling toll-free in the United States and Canada, 1-800-233-1234, your local Hyatt Hotel or Worldwide Sales Office, or your travel planner. Hyatt is accessible on the Internet at www.hyatt.com.
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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