LRA Worldwide, Inc., a leading provider of guest experience measurement and consulting services for the global hospitality industry, was recently retained by Eurobuilding Hotels Group to help evaluate and enhance the Eurobuilding guest experience. Eurobuilding, a 20-year old company headquartered in Caracas, Venezuela, sought LRA’s assistance in its quest to become the first five-star hotel chain in Latin America.
LRA began the engagement by completing a full assessment of the on-property guest experience at each of the seven hotels in the Eurobuilding portfolio, the majority of which are geared for the business traveler but also includes a luxury resort. The assessment included quantitative measures of performance against industry standards, evaluation of physical cleanliness, conditional and capital improvement issues, as well as a diagnostic analysis of each component of the guest experience, complete with strengths, weaknesses, industry best practices and recommendations. In addition, the LRA Consultants conducted similar assessments of competitors in Caracas, and presented all of the findings to Eurobuilding management.
“The LRA Guest Experience Assessment process was extremely valuable for our team,” explained Eduardo Zarikian, Director for Eurobuilding Hotels Group. “It was important for us to understand how we were performing against our own standards, our competition in the market and other world-class hospitality brands, and LRA’s assessment methodology and reporting provided a complete picture.”
Based on the assessment findings, LRA facilitated a Eurobuilding brand “boot camp.” The sessions were designed to help management realign their collective vision for the desired guest experience and articulate that vision in terms of a brand standards and a unifying service model. The Eurobuilding group collectively arrived at a service culture that focuses on “ownership” of the guest experience and every employee’s role as a “partner” in the effort.
LRA provides a variety of branding, standards development, training and performance measurement services to seven of the top ten hotel companies in the world. In all, LRA’s Quality Assurance practice conducts nearly 13,000 site visits and evaluations each year, either as a stand-alone offering or as an integrated part of an overall Customer Experience Management project. In addition to its work with other lodging clients such as Hyatt Hotels Corporation, InterContinental Hotels Group, Accor, Grupo Posadas, Pestana Hotels, Starwood Hotels & Resorts and Sol Meliá, LRA works with industry leaders in Sports, Conference Centers, Timeshare, Gaming, Homebuilding, Retail and Travel.
“Eurobuilding has recognized the opportunity to build a strong Latin American luxury brand based on service and pride of ownership,” said Ray Velasquez, LRA’s Operations Manager for Latin America. “LRA is honored to have a seat at the table and provide tools and expertise to help make this service vision a reality for each Eurobuilding guest.”
About Eurobuilding Hotels Group
Eurobuilding is the first 5-Star hotel chain in Latin America; we are recognized for our personalized and professional attention towards our staff and clients, with high quality standards, ethics and integrity, and a modern infrastructure in constant renewal, achieving as much welfare for us as for our investors and community in general.
About LRA Worldwide, Inc.
LRA Worldwide (lraworldwide.com) is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability.
In LRA’s 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question – "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients such as Starwood Hotels & Resorts, the National Basketball Association, the PGA TOUR, InterContinental Hotels Group, Hyatt Hotels Corporation and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time.