Delta Hotels and Resorts and LRA Worldwide Launch Revamped Brand Assurance Program - LRA to help Delta further improve the brand's "Straight from the Heart" Guest Experience
Delta Hotels and Resorts, a leading Canadian hotel chain, and LRA Worldwide, Inc. have launched a customized brand assurance program based on Delta's "Straight from the Heart" brand promise.

HORSHAM, PA, August 24, 2011 /24-7PressRelease/ -- Delta Hotels and Resorts, a leading Canadian hotel chain, and LRA Worldwide, Inc. have launched a customized brand assurance program based on Delta's "Straight from the Heart" brand promise. The program was designed to measure the performance of each Delta property on both a functional level - compliance with brand standards - and emotional level, using LRA's framework as a foundation to ensure a connection between Delta's Guest Satisfaction surveys and LRA's evaluation.

The evaluation was piloted at the Delta Victoria Ocean Pointe and the Delta Vancouver Airport and then was launched across the entire portfolio earlier this month. LRA Consultants will visit all 46 Delta properties between now and the end of 2011, providing company leadership with a vivid portrait of the on-property guest experience and how that experience is currently being delivered.

"LRA brings the right blend of hotel operational experience with understanding the dynamics of the emotional connection between a hotel and its guests," explained Paul Gardian, Executive Director of Brand Operations for Delta Hotels and Resorts. "This is going to be a great tool for us to strengthen the bond with our valued guests."

This launch marks the renewal of a long-standing partnership between LRA and Delta, dating back to 2006. In addition to its work with Delta, LRA provides performance measurement services to seven of the top ten hotel companies in the world, as well as many smaller groups and management companies. In all, LRA's Quality Assurance & Mystery Shopping practice conducts nearly 19,000 site visits and evaluations each year, either as a stand-alone offering or as an integrated part of an overall Customer Experience Management project.

LRA's proprietary web-based quality management technology, TouchPoint Manager (TpM), will house all of the standards and QA reports. This will provide Delta participants at the corporate and property levels with one central location online to access program standards, robust reporting and interactive action plans the hotels can use to improve their performance and consistency.

"The Delta program achieves a balance of measuring operational excellence and the delivery of true hospitality," said John Roberto, LRA's Senior Vice President and Managing Director, Quality Assurance. "The concept of 'Straight from the Heart' was top of mind as we built the program and will continue to guide our consultants as they work with individual Delta hotels on a day-to-day basis."

Press Release Contact Information:

Zach Conen
LRA Worldwide
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USA 19044
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