Leading operator of the Fairmont, Raffles and Swissôtel brands becomes only the 14th organisation and first hospitality company ever to receive this elite distinction from J.D. PowerFRHI Hotels & Resorts (FRHI), the parent company of luxury brands Fairmont Hotels & Resorts, Raffles Hotels & Resorts and Swissôtel Hotels & Resorts, has announced it has received the prestigious J.D. Power President’s Award. For which, FRHI becomes the first and only hospitality company to ever receive the commendation.
“We are honored and delighted to be the first hospitality company in history to be recognised by J.D. Power for this award,” said Michael Glennie, president and chief operating officer, 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.”
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are highly regarded by corporate institutions globally and are based on responses from millions of consumers annually. The J.D. Power President’s Award is handed out on a discretionary basis to deserving companies and individuals demonstrating exemplary results in the areas of customer engagement, quality improvement, customer satisfaction and service excellence. During the 40-year history of J.D. Power, only 13 companies have previously received the President’s Award.
“Across all of our brands we have a promise to deliver service that is meaningful, authentic and personalised; clearly this is resonating with our guests,” said Michelle Crosby, executive vice president and chief human resources officer, FRHI. “Creating a great guest experience through every service interaction is pivotal to our success and this award is an amazing endorsement for the work we are doing in this regard. It also recognises our commitment to our colleagues and our culture – we believe that we need to do a great job of taking care of our colleagues so that our colleagues can do a great job taking care of our guests.”
“The consistent excellence achieved by FRHI Hotels & Resorts and its brands over the past decade is extremely rare for any company in any industry,” said Finbarr O’Neill, president of J.D. Power. “This award is a testament to FRHI’s commitment to its customers and its employees, and for its dedication to continuous improvement.”
This latest mark of distinction is also proof of the company’s ongoing focus on innovation and improvement. Later this year, FRHI will roll out a new service training program for all three of its brands, emphasising the importance of emotional intelligence and individualised service. Available in 18 languages, the new program will feature video testimonials from valued 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.
At FRHI, a commitment to exceeding customer expectations is part of the company’s DNA. Recently, FRHI was also recognised for its customer loyalty as the highest rated brand in the Hotel (Luxury) category of the 2015 Brand Keys Customer Loyalty Engagement Index.