Regal Hotels Partners LRA to Develop the “Regal Connection”

[HD video below] Hong Kong-based Regal Hotels International and LRA Worldwide have partnered to develop the “Regal Connection”.

“Regal Connection” combines the definition of a unique Regal brand of guest service with the training designed to ensure its delivery to guests, at every touch point and every hotel.

Regal currently operates 12 hotels, split equally between Hong Kong and mainland China, with another 10 properties in the pipeline.

Now every Regal property currently in the portfolio and each new opening will have access to a robust set of “Regal Connection” tools to help make sure associates understand the service model and how to deliver consistently, no matter their role at the hotel.

“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.”

LRA has worked on a variety of projects of this nature, helping clients first define the elements of a branded guest experience and then translate that vision into a working, operational reality. Most engagements have been within the hospitality industry with companies such as Wyndham, Meliá and Starwood, but LRA has also worked with leaders in food service (Aramark), travel (NetJets), homebuilding (WCI Communities), entertainment (Madison Square Garden) and sports (Churchill Downs Incorporated) on similar initiatives.

“Regal has embraced the program culturally and operationally,” said 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.”

LRA will support the “Regal Connection” initiative with a comprehensive mystery shopping program designed to measure its impact beginning in early 2012.

Regal Expands

Regal Hotels International has some ambitious expansion plans, and earlier this year TravelNewsAsia.com sat down with Mr John A. Girard, Vice President Development, to learn more about these plans and where the group’s future lies.

Interview with Regal Hotels International’s Vice President Development - Mr. John A. Girard

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