TORONTO — FRHI Hotels & Resorts has just received the prestigious J.D. Power President’s Award.
The global marketing information services company awards businesses that demonstrate exemplary results in customer engagement, quality improvement, customer satisfaction and service excellence.
“We are honoured and delighted to be the first hospitality company in history to be recognized by J.D. Power for this award,” says Michael Glennie, president and COO, FRHI. “Our ability to emotionally connect with our guests and deliver on our service promise is what has earned us this award, and it is entirely due to the efforts of our extraordinary team of colleagues around the world. We are grateful to have such a remarkable group of professionals dedicated to earning a special place in the heart of each and every guest.”
Later this year, FRHI will roll out a new service training program for Fairmont Hotels & Resorts, Raffles Hotels & Resorts and Swissôtel Hotels & Resorts. It will emphasize emotional intelligence and individualized service and will include video testimonials from guests, a video portal for colleagues to share their stories of service excellence and a calendar of online and in-hotel sustainment activities to ensure service is a priority throughout the year.