Loews Hotels reports it is rolling out a new customer satisfaction program for meeting planners assuring any meetings held at a Loews hotel will receive the highest quality of service.
The Loews Service Guarantee states that, upon the signing of the contract, the planner will be given a direct phone number to Jack Adler, president and COO of Loews Hotels to be used if the meeting planner is in any way dissatisfied with their group’s experience at any Loews property.
Adler cited Loews’ reputation for excellence in announcing the new program, saying “Every member of the Loews team is confident in our ability to deliver a superior experience…so confident, that we’ve created a dedicated ‘hot line’ should there be any issues that I can help resolve to fulfill the Loews Hotels brand promise.”
Over the past four years, Loews Hotels has invested over 264,000 training hours in its employees; over the same period the company has been consecutively ranked as a Top 75 Company in Training magazine. Loews Hotels says it was also selected number one in customer satisfaction among all luxury hotel companies in the second quarter 2010 Market Metrix Hospitality Index.
“This recognition gave management the faith that despite the boldness of the guarantee, no one expects Mr. Adler’s phone to ring,” said Felicia Fisher, senior vice president, sales and strategic planning, Loews Hotels.
In a highly competitive environment, Loews Service Guarantee program is a major statement about the brand’s confidence in its staff and their delivery of exceptional meetings experiences, Loews said.