Affinia Hotels Leads in Customer Satisfaction Among Upper Upscale Hotels (United States)
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Affinia Hotels Leads in Customer Satisfaction Among Upper Upscale Hotels (United States)
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Category: North America & West Indies / Carribean islands - United States
This is a press release selected by our editorial committee and published online for free on 2012-01-25
Boutique Hotel Brand Ranks #1 With Highest Scores for the Category in Q2 and Q3 According to Market Metrix Hospitality Index
For two consecutive quarters, Affinia Hotels, a boutique hotel company with seven properties in midtown Manhattan, Chicago and Washington, D.C., scored highest in customer satisfaction among upper upscale hotels in Q2 and Q3. The brand beat top competitors (scoring a 93.8 in Q3), including Ritz-Carlton, Sofitel, Omni Hotels and W Hotels. This was revealed in the Market Metrix 2011 Third Quarter Hospitality Index, the largest and most in-depth measure of hotel and casino performance available, based on 35,000 independent customer reviews.
Affinia Hotels' upped the ante on the hotel experience in 2011 with the launch of Tender Loving Comfort(SM), a movement rooted in exceptional customer service, reading guests' body language and delivering what makes each guest's stay most enjoyable and comfortable.
"Our mission is to make guests smile, so we are honored to be recognized as a leader in customer satisfaction," said John Moser, chief brand and marketing officer for Denihan Hospitality Group, Affinia Hotels' parent company. "We trained our staff, from bellmen to guest service agents, on understanding and interpreting guests' body language to launch TLC. They've applied it to their work, and it shows."
Affinia Hotels is dedicated to providing 'comfort by design', and that promise is reflected in the services and amenities featured on Affinia's website (My Affinia, Hotel Special Offers) and onsite at each hotel (Comfort Hour, signature drink at check-in and unique city-centric partnerships). Travelers have different needs, and Affinia Hotels offers something for all types of guests: a guitar for down time, a yoga mat for training time, Wi-Fi for crunch time and more.
Affinia Hotels is operated by Denihan Hospitality Group, a privately-held hotel management company with more than 50 years of hospitality management expertise.
The annual Market Metrix Hospitality Index Awards are coveted by lodging and travel enterprises around the world. These benchmarks, delivered through our flagship product Customer Metrix™, enable Market Metrix clients to compare their results to competitors by STAR segment, AAA classification, Brand, SMSA, industry averages, performers in the top 10 percent and other classifications.
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