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.
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. Courses Overview
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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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.
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.
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
Board Advisor
- Founded LQA in 2000 with a commitment to consistently deliver great service.
- 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.
Our Leadership team
Trent Walsh
Board Advisor
- Founded LQA in 2000 with a commitment to consistently deliver great service.
- 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.
Edward Hooper
Chief Executive Officer
- Appointed LQA Group CEO in 2022
- 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.
Nick Underwood
Commercial Director
- Oversees the commercial aspects of the business including client relationship management and new market opportunities.
- Leads Consultant recruitment and professional development.
- Joined LQA in 2002.
- 20 plus year career in F&B, operations and General Management at Claridge’s and The Ritz Hotel.
- Certificate and Diploma in Business Administration from Oxford Brookes University
Nicholas Broucher
Head of Operations
- Oversees all aspects of the day-to-day operation of the business including client operational queries and on-boarding.
- Supervises daily consultant operations and administrative procedures.
- Joined LQA in 2007
- Lived and worked in 5 different countries with 16+ years in F&B and Operations Management.
- Higher National Diploma in Hotel, Catering & Institutional Management from Sheffield Hallam University.
