Sofitel partners LRA Worldwide on quality assurance
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Sofitel Luxury Hotels has selected LRA Worldwide to partner on a programme designed to ensure consistent delivery of an enhanced guest experience at more than 150 properties worldwide. The project is employing a phased approach; both Sofitel and LRA teams have spent the first quarter of 2009 communicating a set of brand standards to each property, with consultative quality assurance evaluations to follow.
LRA, a leader in the development and measurement of brand standards for the global hospitality industry, worked closely with Sofitel leadership on a programme that would reflect the Sofitel brand. It said that a crucial component of that process was organising the material in a manner that still captures the art of hospitality but is easily communicated and clearly measurable. The content is being housed via LRA’s web-based quality management technology, TouchPoint Manager, providing Sofitel’s general managers with a platform to conduct interactive self-assessments prior to the visits from LRA consultants, beginning later this year.
“LRA’s unique mix of brand sensibility and operational expertise has made them an ideal partner in this effort,” said Olivier Arnoux, Vice President of Guest Experience, Sofitel Worldwide. “Together, we’ve ensured that our brand promise is operationally attainable. LRA’s consultants and technology platform will provide a powerful tool to measure our guest experience on a global level and continuously enhance that experience locally.”
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