NEW YORK CITY Loews Hotels is rolling out a service guarantee for meeting planners, offering the direct phone number to President and Chief Operating Officer Jack Adler, to be used if the meeting planner is in any way dissatisfied.
Adler cites Loews’ reputation for excellence in announcing the new program. “Every member of the Loews team is confident in our ability to deliver a superior experience—so confident that we’ve created a dedicated ‘hotline’ should there be any issues that I can help resolve to fulfil the Loews Hotels brand promise,” he says.
Over the past four years, Loews has invested some 264,000 hours for employee training, and over the same period the company has been the only one in the industry to be consecutively ranked as a top 75 company in Training magazine. Loews 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,” says Felicia Fisher, senior vice president of sales and strategic planning.
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, Fisher says. “While other hotel companies are giving rebates and percentages off for meetings, Loews Hotels is offering great value, luxury product and a commitment of Loews’ highest standards of delivery from our entire team,” she says.