Park Plaza tops midscale poll

1st Mar 2007

Park Plaza Hotels & Resorts has ranked number one in
customer satisfaction for the Midscale Hotels with Food and Beverage
Segment in the annual Market Metrix Hospitality Index (MMHI) survey.MMHI just released its 2006 Hospitality Index results based on 140,000
consumer interviews conducted from January through December 2006. Park
Plaza topped 11 other hotel brands in the category to earn the best
customer satisfaction ranking.
  There are currently 44 Park Plaza hotels and resorts around the world
in 14 countries. Park Plaza opened six new properties in 2006 including the
Park Plaza Hotel & Conference Centre Toronto-Oakville in Ontario; the Park
Plaza Vancouver Downtown in British Columbia; the Park Plaza Wallstreet in
Berlin, Germany; the Park Plaza Sylverton Mussoorie in India; and the Park
Plaza Riverbank London on the banks of the River Thames.
  Two new hotels joined the Park Plaza brand in January: the new 45-room
Park Plaza Jodhpur in India and the 394-room Park Plaza Beijing Science
Park in China. The hotel in Jodhpur is a state-of-the-art business hotel
located in the heart of the city and the hotel in China is owned by a
Beijing-based company, and is located near world-famous sites such as The
Great Wall of China and the Summer Palace. In addition, the contemporary
Park Plaza Beijing Wangfujing opened in December 2005 and is centrally
located near the Forbidden City and Tiananmen Square.
  “Customer satisfaction is at the center of everything we do, so we’re
delighted to see that our efforts are resonating with guests and creating
strong brand loyalty,” said Nancy Johnson, executive vice president of Full
Service Hotels for Carlson Hotels Worldwide. “Park Plaza is committed to
maintaining this level of satisfaction and will continue to exceed guest
expectations by providing convenient locations, welcome amenities and
friendly service.”
  The customer satisfaction score is the average score of all product and
service questions that are asked as part of MMHI research. The questions
are highly correlated with repeat behavior and word-of-mouth
recommendations. More than one million responses were statistically
evaluated to determine which questions are most closely related to hotel
choice and guest retention.
    Customer Satisfaction questions relating to service include:

  —Friendliness of front desk staff
  —Efficient check-in
  —Employees’ “can-do” attitude
  —Employees’ knowledge of hotel and facilities
  —Friendliness of reservation agent
  —Accuracy of reservation information at check-in
  —Hotel telephones are answered quickly

    Customer Satisfaction questions relating to product include:

  —Room cleanliness
  —Bathroom cleanliness
  —Proper functioning of lights, TV, etc.
  —Comfortable bed & furniture
  —Proper room lighting
  —Value for price
  Positioned within the mid-scale to upscale segment of the full-service
category, Park Plaza Hotels & Resorts are generally 150 rooms or larger and
located in downtown, suburban and airport commercial locations. With
restaurants, meeting rooms, catering, suite and recreational facilities,
the hotels and resorts serve the travel needs of business guests, meeting
attendees and weekend leisure guests.


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