LQA partners with the majority of leading luxury hotel brands in 130 countries to optimize guest experience

Our insights and analytics help create a memorable service experience through the assessment of internationally recognized benchmarks, emotional intelligence, and brand specific standards.

  • Belmond
  • Bvlgari Hotels & Resorts
  • Cheval Blanc
  • COMO Hotels and Resorts
  • Corinthia Hotels
  • The Doyle Collection
  • Fairmont Hotels & Resorts
  • Four Seasons Hotels | Resorts
  • GHM
  • Jumeirah Hotels & Resorts
  • Leading Hotels of the World
  • The Leela
  • Mandarin Oriental Hotel Group
  • Oberoi Hotels & Resorts
  • Oetker Collection
  • One&Only Resorts
  • Raffles Hotels & Resorts
  • Rocco Forte Hotels
  • Rosewood Hotels & Resorts
  • Six Senses Hotels Resorts Spas
  • Sofitel Hotels & Resorts
  • Swiss Deluxe Hotels
  • MGallery by Sofitel
  • Pullman Hotels & Resorts
  • Radisson Blu
  • Swissôtel Hotels & Resorts
  • Trident Hotels

A unique approach to on-site, comprehensive service assessments

Our assessments cover over 800 individual service “touches" across all hotel departments. Each department is individually scored and supported by a detailed written narrative, which provides an overview of the service experience along with clear recommendations on how it could have been improved. What is an assessment?

  • An anonymous on-site three-day/two-night assessment measuring all aspects of the guests' journey
  • Measurement of over 800 benchmark, emotional intelligence and brand specific standards
  • A final report that provides both quantitative and qualitative feedback, as well as digital photos and recordings
  • Exit feedback session between the consultant and the hotel management team
  • Real time reporting, resulting in a quick turnaround of the final report
  • Actionable insights via LQA’s online analytics

The hospitality industry’s most comprehensive benchmark service score database

For over 20 years, LQA has been a trusted partner to the hospitality industry’s most respected hotels & resorts. During that time we have aggregated the results of over 25,000 individual hotel service assessments into a database unrivaled in the industry. The result is a time-proven assessment methodology that not only delivers actionable results but allows our clients to benchmark their hotel/brand against their direct competitive set.

Upfront – LQA’s proprietary training modules provide you with additional tools to correct areas that need improvement

Our on-site Upfront Training service assists our clients in developing their staff to deliver exceptional service at all levels. The full range of courses available address all key departments within the hotel and are directly linked to the standards of excellence used within our quality assurance assessments. More importantly, through our quality assurance assessments, we are able to identify where a hotel requires attention and modify the course to directly target these areas.


Course Overviews

Excellence from experience; our consultants are the best in the industry

Our full-time team of consultants are highly experienced, well travelled and methodical in their approach. All consultants have had a minimum of five years management experience in a luxury hotel and have been through our rigorous recruitment process. LQA has a diverse, multinational team representing 15 different nationalities. All consultants travel and stay in luxury properties 110 nights annually and the average tenure of our consultants is eight years. The consultants’ experience, international assignments and cross exposure to many of the world's leading luxury hotel brands, make them an invaluable resource to our clients.

If you are interested in joining our highly successful, expanding and friendly organisation, please send your CV with a cover letter outlining why you feel that you would make a good consultant to info@leadingquality.com or click here.

Thousands of LQA clients put our
intelligence to work everyday.

Our service doesn’t end after each assessment

LQA offers a comprehensive suite of tools for our clients to use once the assessment has been completed including: a mobile enabled self-assessment tool, online training videos and e-Learning modules, an online action plan, and cutting edge analytics, all delivered through our website. These value add tools are aimed at assisting our clients in their quest for service excellence through a five stage quality improvement process.

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Communicate

LQA offers the international benchmark standards in nine different languages to assist our clients in communicating and facilitating an understanding of the assessment criteria to all of their colleagues.

Train

LQA offers online training videos for each department assessed in an effort to assist our clients with the training of the standards. The online videos are followed by a short ten point multiple choice quiz to ensure that the colleague has understood what they have viewed. The online videos are offered on a complimentary basis with no limit to the amount of videos that can be viewed.

Assess

In between the official LQA assessments, our clients have access to our online mobile enabled self-assessment tool. The hotel can carry out an unlimited amount of internal self-assessments enabling their staff to gain a better understanding of the standards and what it takes to perform at the highest level.

Analyze

LQA’s website offers an invaluable tool that automatically analyzes your assessment data and presents it to you in a customized dashboard, highlighting actionable insights for your hotel and brand.

Action

Following an assessment, LQA’s online action plan allows our clients to assign and track corrective actions, which will set the hotel up for success with their future customer experiences.

Follow our clients

Case Study

Client x approached LQA with a goal of focusing on service as a key differentiator for the brand. The client felt that this could vastly improve the guest experience, which in turn would improve revenue generation and profitability. LQA worked with the brand to define its brand core standards and created a bespoke assessment template that included benchmark, emotional intelligence, and brand-specific standards. A rigorous assessment program was implemented globally with all hotels in the brand participating. Over the next five years, the brand realized year on year improvements in their LQA service assessment scores, eventually allowing them to reposition the brand and in turn maximize revenues.

Our hospitality knowledge makes LQA valuable; our data and technology make us powerful

The service assessment provides a comprehensive overview of the guest experience, but technology allows us to analyze this data in numerous ways and in turn provide our clients with actionable insights.

Benchmark Data

With over 20 years of experience and 25,000 completed assessments, LQA is the international benchmark for the luxury hotel industry

LQA’s extensive geographical coverage combined with the most comprehensive database available in the luxury hotel sector, allows our clients to benchmark their hotel/brand score on a global, regional, country, and city specific basis.

Reporting Platform

LQA’s dynamic platform analyzes your assessment results and identifies focus areas for improvement

Whether analyzing benchmark positioning, making intra-brand comparisons, assessing missed revenue opportunities or tracking historical trends, our reporting tools translate the data into actionable insights.

Favourite place

Maldives

Why? Truly isolated from the rest of the world and am therefore, forced to relax, de-stress, drink wine, and scuba dive.

Our Leadership Team

Trent Walsh

Founder & Managing Director

  • Founded LQA in 2000 with a commitment to consistently deliver great service.
  • Manages client relationships, drives product evolution.
  • Member of LQA Advisory Board.
  • Operator with InterContinental Hotels and Sun International.
  • BA in Political Science from the University of British Columbia and a Diploma in Business Administration from Kingston University.
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Our Leadership team

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Trent Walsh

Founder & Managing Director

  • Founded LQA in 2000 with a commitment to consistently deliver great service.
  • Manages client relationships, drives product evolution.
  • Member of LQA Advisory Board.
  • Operator with InterContinental Hotels and Sun International.
  • BA in Political Science from the University of British Columbia and a Diploma in Business Administration from Kingston University.
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Jamie Moyle

Chief Executive Officer

  • Worked in luxury travel since 2001
  • Created several successful companies focused on hospitality data & analytics
  • Owner of White Buffalo Club Hotel in Jackson, Wyoming
  • BE & ME from Vanderbilt University and MBA from the Wharton School of Business
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Andrew Jarman

Director of Operations

  • Ensures seamless daily operation of our primary quality assurance and benchmarking business.
  • Joined LQA in 2001 as a Senior Consultant.
  • Fifteen-year career in F&B Operations and General Management at Claridge’s, The Ritz London, and Home House.
  • Assistant to the Master of the Household at Buckingham Palace in service HM The Queen and The Royal Family.
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Edward Hooper

Chief Financial Officer

  • Joined LQA in 2019 to lead the finance team and responsible for all financial matters in the Group.
  • Eleven year post qualified accountant and Fellow of the Institute of Chartered Accountants in England and Wales
  • Fifteen-year finance career in Practice and Industry, formerly Managing Director of the Transaction Services Team at MHA, the UK’s member firm of Baker Tilly International and also led the EMEA Corporate Finance Team as one of four Global Leaders.
  • Extensive cross border finance experience in 20+ countries.
  • BSc(Hons) in Mathematics and Physics from the University of Bath in the UK.
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Prashant Upadhyay

Chief Technology Officer

  • Entrepreneurial Technologist with several successful startup exits
  • Former CTO, RealtyTrac
  • 15+ years of executive management experience with a mixture of product and technology
  • BS in Computer Science from Brigham Young University
   
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Nick Underwood

Director of Development

  • Guides the implementation of bespoke client needs across the LQA portfolio.
  • Leads Consultant recruitment and professional development.
  • Joined LQA in 2002 as a Consultant.
  • 20+ year career in F&B, operations and general management at Claridge’s and The Ritz Hotel.
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Nicholas Broucher

Client Experience Manager

  • Key client account liaisons
  • Consultant scheduling & yielding
  • Joined LQA in 2007 as a Consultant
  • Lived and worked in 5 different countries with 15+ year career in F&B and Operations

Do More With LQA

Learn more about how we can help you improve service delivery.

+44 (0) 1689 899860
info@leadingquality.com