Regal develops guest service initiative
21 September 2011
Hong Kong hotel operator Regal Hotels International has partnered with loyalty consulting firm LRA Worldwide, Inc on the development of a unique brand of guest service and training.
Together they have developed Regal Connection, a unique Regal brand of guest service combined with the training designed to ensure it is delivered to all guests at all touch points at all properties in the group’s portfolio.
Regal currently operates 12 hotels, split equally between Hong Kong and mainland China, and has an additional 10 in the pipeline.
“There’s a compelling need as we grow to develop a tool to guarantee a memorable experience for our guests, who have been extremely loyal and supportive to Regal,” said Albert Leung, vice president - Rooms and F&B, and the project leader of Regal Connection. “Working with LRA has been a gift with their professionalism and wealth of experience in service culture and training. The development of Regal Connection involved a lot of hard work and LRA has helped make it much easier.”
Regal Connection was officially launched in June of 2011, with a presentation to 120 Regal executives and managers at the Regal Hong Kong Hotel, and was subsequently rolled out to the six properties in Hong Kong
“Regal has embraced the program culturally and operationally,” commented Rob Rush, CEO for LRA Worldwide. “Regal Connection really captures the spirit of Regal hospitality and effectively documents its delivery for each Regal property in the future. Regal realized what every growing hospitality company must – the guest experience you might intuitively deliver when you are a small company needs to be formalized in some way as you grow.”
