Boutique Hotel Company Achieves Greater Growth in Guest Service Than Any Single Hotel Brand, According to Market Metrix Hospitality Index
Boutique hotel company Affinia Hotels, with seven properties in midtown Manhattan, Chicago and Washington, D.C., leads in customer service, advancing faster than any single brand in the service category. In addition Affinia was named the 2011 leader in customer satisfaction among upper upscale hotels, beating top competitors, such as Kimpton Hotels, Hyatt and Marriott Hotels. This was revealed in the Market Metrix Annual 2011 Hospitality Index Results, the largest and most in-depth measure of hotel and casino performance available, based on 35,000 independent customer reviews.
In 2011, Affinia Hotels' set out to amplify its customer-centric brand with the launch of Tender Loving Comfort(SM)(TLC), a movement rooted in exceptional customer service, increasing guest engagement and encouraging feedback to enrich each guest's stay.
"Customer service is always at the core of what we deliver, and this recognition reinforces the hard work of our team," said John Moser, chief brand and marketing officer for Denihan Hospitality Group, Affinia Hotels' parent company. "Our staff is using their skills, learned from TLC trainings, to interpret guests' body language and make them smile."
Affinia Hotels is dedicated to providing 'comfort by design', and a promise that 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 owned and 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 its flagship product Customer Metrix(TM), 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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