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Newsflash: El Convento Makes World's Best Hotels List in Travel & Leisure

By Anonymous

San Juan, Puerto Rico July 20, 2004 -- For the second year in a row, Hotel El Convento has made the 2004 World's Best Hotels in the World list in Travel & Leisure. Highlighted in the August issue of the magazine, the hotel was rated as one of the best in the list of Top 25 Hotels in the Caribbean, Bermuda & The Bahamas.

A registered historic landmark and member of Historic Hotels of America, Hotel El Convento holds the distinction of being the only member of Small Luxury Hotels of the World in Puerto Rico. And, once again it has been rated one of the world's best by Travel & Leisure!

Today's savvy travelers find the historic beauty of Hotel El Convento just as enthralling as Ponce De Leon, whose ancestral home lies just down the hill from the hotel. Beautifully appointed guest rooms feature handcrafted furniture, mahogany beams, Andalusian tile floors, each with its own historic character. Modern travelers need not fear: data ports, speakerphones, and free high speed Internet access are available here as well.

Whether you want to relax in the comfortable library & game room, or sit on the rooftop terrace overlooking San Juan Harbor and the divine San Juan Cathedral across the road, Hotel El Convento can turn any vacation into a pleasant history lesson. A favorite of luminaries, Hotel El Convento is the official "guest house" of the Government of Puerto Rico for visiting dignitaries and heads of state.

See what's new at hotel El Convento on the recently updated website at http://www.elconvento.com.

Enjoy the sense of place, the character, a level of service that is unsurpassed, and become part of the legend that is Hotel El Convento. This is truly one of the world's best!

For press inquiries:
Della Smith
Della Smith & Associates
dellasmithassoc@aol.com.




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'Guests Don't Lie' is the Theme of a New Intercontinental Hotels Group Quality Initiative. New Hotel Performance Program Puts Guests Opinions First.

By Anonymous

Atlanta, GA/Horsham, PA October 9 2003 – Who should carry the most weight in rating a hotel stay? Why, the guest of course. That belief is at the core of a new quality assessment program recently introduced in the Americas by the world's most global hotel company, InterContinental Hotels Group [LON: IHG, NYSE: IHG (ADRs), and jointly conceived and developed with IHG by LRA Worldwide.

InterContinental Hotels Group's new Guest Endorsement System (GUEST) incorporates each individual guest’s feedback as a reality-based mini-inspection. The assessment component of the program focuses on results of guest surveys. Three criteria comprise each hotel’s quality score: performance on physical product-related questions (such as room cleanliness), performance on service-related questions (such as professional attitude and appearance of staff) and the average of responses on key questions designed to determine the guest’s intent to return to that hotel. These include queries about value for the price paid, overall satisfaction and whether the guest would recommend the hotel to others.
“The heart of this program is acknowledgement that guests don’t lie about their experiences at hotels,” said John Merkin, Vice President, Franchise Operations, InterContinental Hotels Group. “Our guests are true judges of a hotel’s performance, and allowing them to have a loud voice in rating a hotel is the best way to get a quality measurement. We appreciate the close support of the team from LRA Worldwide, who helped us design and implement this innovative brand management and quality improvement and compliance initiative.”

Among the leading-edge features of the GUEST program is an interactive Web site through which hotels gauge and self-report their progress on a monthly basis. Based on this input, InterContinental Hotels Group provides each property with suggestions for best practices and better alignment with brand standards, training and other education opportunities. InterContinental Hotels Group will work specifically with those hotels that fail to achieve acceptable overall guest satisfaction scores and maintain quality standards to help them improve their operations or commence the process of removing them from the system should it become necessary. The net effect is a significantly shortened feedback and correction process that allows the hotels to identify and respond much more quickly to customer needs. “With GUEST we are able to work together to help hotels take care of customer issues as they arise, and before they become major problems,” Merkin said. “It’s allowing our general managers and hotel staffs, as well as those of us at the corporate level, to see each hotel through the eyes of the guests—a crucial perspective on quality.”

Remarked Diana Oreck, LRA Worldwide’s Project Manager, “Kirk Kinsell, Senior Vice President, Americas Franchising and Business Development and John Merkin of InterContinental Hotels Group really deserve the accolades for taking the initiative to explore new and improved ways to enhance the customer experience and improve product and service quality at their hotels. We believe that the GUEST program sends a strong signal to hotel operators that guest satisfaction and hotel quality is Job #1, and must be owned and managed 24/7 by the team on property. This program will provide relevant data that can really help the decision-making process. For example, responses from the InterContinental Hotels Group Guest Endorsement System will be evaluated to help make decisions such as what services and amenities to offer or discontinue, what processes might smooth and “humanize” the check-in/check-out process and what investments should be made in the property.”

“Guests vote their satisfaction by choosing to return…or not,” Merkin said. “This program will make it very clear how well we are doing and give us a head-start on fine-tuning our performance to live up to the promise of our brands. Our ultimate goal is that every guest has a positive experience at each and every InterContinental Hotels Group hotel.”

InterContinental Hotels Group PLC of the United Kingdom [LON:IHG, NYSE:IHG (ADRs), owns, manages, leases or franchises, through various subsidiaries, more than 3,300 hotels and 515,000 guest rooms in nearly 100 countries and territories around the world (www.ichotelsgroup.com). The Group owns a portfolio of well-recognized and respected hotel brands, including InterContinental® Hotels & Resorts, Crowne Plaza® Hotels & Resorts, Holiday Inn®, Holiday Inn Express®, and Staybridge Suites®, and also has a controlling interest in Britvic, the second largest soft drinks manufacturer in the UK.

LRA Worldwide provides performance measurement services and performance improvement solutions to the hospitality, gaming, sports and entertainment, travel and transportation industries. The Company’s proprietary business solution combines proven market research methods, sector-based operations expertise and change management techniques to help companies and brands eliminate performance gaps, engineer exceptional customer experiences and enhance customer satisfaction and retention. Consulting services focus on performance assessment, knowledge management and change management/implementation. Measurement services include customer satisfaction research, employee engagement and quality assurance services. For more information, visit the company’s Web site at www.lraworldwide.com.



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NH Hotels Spain Website Launched by Area Hotels Allowing Online and Telephone Booking of all NH Hotels in Spain

By Anonymous

Cadiz, Spain June 30, 2004 -- Area Hotels , Spain's leading hotel booking agency today launched NH Hotels website offering a complete listing of all NH Hotels in Spain including user reviews, with full online and telephone booking facilities.

Other NH Hotels in Spain websites include:

NH hotels in Bilbao , NH hotels in Gran Canaria , NH hotels in Cordoba NH hotels in Marbella NH hotels in Seville and NH hotels in Valencia

The NH Hotels Group was formed after the purchase of the Dutch Krasnapolsky hotel chain in 2000, the Mexican hotel chain Krystal in 2001 and the German chain Astron Hotels in 2002, ranks third in the European ranking for business hotels. NH Hotels has 240 hotels and 34,000 rooms in 16 countries in Europe, Latin America and Africa.

NH hotels stand out in quality both as regards services and facilities, with very carefully thought out decoration, intended to please all tastes, uniform, and making the customer feel comfortable.

Area Hotels was formed in 2001 and operates more than 300 Hotel booking websites representing more than 10,000 hotel properties throughout Europe. Area Hotels currently holds strategic alliances with more than 80 major Hotel Groups and online booking agencies.

Headquartered in Marbella, Spain , Area Hotels is active in the organization of conferences in Spain , group bookings, weddings and golf tours. With a range of services from basic hotel room bookings to complete coverage with an onsite representative and provides not only online bookings but live customer service 14 hours a day.




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