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Nemacolin Woodlands Resort Chooses LRA to Enhance the Customer Experience
Full-service resort and spa strengthens position as one of North America's best
FARMINGTON, Pennsylvania/HORSHAM, Pennsylvania; July 26, 2004 - Nemacolin Woodlands Resort & Spa, one of North America's premier full-service resorts, announced today they have partnered with LRA Worldwide to provide a suite of Customer Experience Management services for the rapidly expanding property. The widely acclaimed resort, recipient of numerous travel industry awards from Conde Nast, Zagat and Departures Magazine among others, has set their sights on being one of the very best destination resorts in North America, and will be working closely with LRA to further enhance the customer experience. With the scheduled August 2004 opening of Falling Rock, a magnificent 42-room luxury hotel with restaurants, a clubhouse and golf shop being developed on the adjacent Mystic Rock Golf Course, the standard has been set quite high. Stated Joseph A. Hardy, Sr., founder and developer of the Nemacolin Woodlands Resort, "Falling Rock will simply provide the finest golf accommodations in the country!" Added Trey Matheu, Nemacolin's Director of Resort Operations, "No expense has been spared in developing our new Falling Rock property. It will be a wonderful compliment to our main building as well as the Mystic Rock Golf Course, which is host to the 84 Lumber Classic, a PGA TOUR event we host each September. With Falling Rock coming on line, our goal is to provide our guests with a consistent branded experience across all of our venues. We are working with LRA to help us redesign and improve our standards and training programs, align our people and departments with a keen focus on exceptional guest experiences, and implement performance measurement processes including guest surveys and quality assurance."
Said Thomas Martin, LRA Senior Consultant, "Since their acquisition of the property in 1987, the Hardy family has focused on establishing Nemacolin Woodlands Resort & Spa as one of the finest full-service resorts in North America. They have really done an incredible job, and with the addition of the beautiful Falling Rock property, expectation levels will continue to skyrocket. We are excited to be working with Nemacolin to help ensure that the resort and the organization are in a position to consistently meet and exceed those lofty customer expectations."
About Nemacolin Woodlands Resort & Spa
Nemacolin Woodlands Resort & Spa is located in Southwestern Pennsylvania's Laurel Highlands Mountains on over 2,400 acres. Founded in 1988, the 355-room resort features the acclaimed Woodlands Spa; 36 holes of golf on two championship courses and a golf academy; an equestrian center; a 30-station sporting clays facility in a lush 140-acre setting complete with a spacious lodge; an adventure center featuring a ropes course, a climbing wall, mountain biking and hiking trails; year-round children's programs with babysitting services; 14 specialty shops; a ski facility for both downhill and cross-country enthusiasts; an impressive collection of restaurants and lounges; and a multi-million dollar art collection. The resort's 23,000 square feet of meeting and banquet facilities include two ballrooms, a 200-seat lecture hall, and twenty-three meeting rooms. A private 3,900-foot airstrip provides convenient access for private pilots. The resort is home to the 84 Lumber Classic, a PGA TOUR event each September, and the Off-Road Driving Academy, a purpose-built playground for Hummers.
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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