By Sherrie Negrea
The Leading Hotels of the World, Ltd. (LHW) describes itself as a company that “offers all kinds of one-of-a-kind luxury hotels, resorts and spas.” The 430 independent hotels that are part of the consortium, however, all use the same marketing, sales network, and reservation system as part of their membership in the New York-based company.
The benefit of the membership can be optimized if the hotels take advantage of the services provided by LHW, which includes support in 25 cities around the globe. To gauge how the hotels were using its offerings, LHW decided that creating a hotel engagement scorecard would be one of its four goals for 2014.
Ted Teng ’79, president and chief executive officer of LHW, suggested the company work with the Leland C. and Mary M Pillsbury Institute for Hospitality Entrepreneurship at SHA to research how a measurement tool could be created to evaluate the member hotels’ engagement. Teng, who has led the company since 2008, is a member of the advisory board of the Pillsbury Institute.