Lotte Hotel and Lotte City Hotel Rank 1st in 2021 Korea Service Quality Index for Hotel and Business Hotel Categories

On the 3rd, Kim Hyun-sik, CEO of Lotte Hotel (center), and Kang Myung-soo, Chairman of the Korea Standard Association (right), are taking a commemorative photo at the '2021 Korea Service Quality Index (KS-SQI) Certification Award Ceremony.'

9 Consecutive Years as No.1 in Hotel Sector, 5 Consecutive Years as No.1 in Business Hotel Sector
"Establishment of New Service R&D Organization and Continuous Service Quality Management"

[Asia Economy Reporter Kim Yuri] Lotte Hotel announced on the 3rd that it was selected as No.1 in the KS-SQI hotel sector and business hotel sector at the '2021 Korea Service Quality Index (KS-SQI) Certification Ceremony' held at Lotte Hotel Seoul. With this, Lotte Hotel has achieved the No.1 record for 9 consecutive years, and Lotte City Hotel for 5 consecutive years.

KS-SQI is a service quality evaluation index jointly developed by the Korea Standards Association and the Seoul National University Business Research Institute, where customers directly evaluate the products and services of companies in the service industry, and based on this, the quality level of the service industry is measured.

The hotel stated, "The effort to improve customer experience through continuous service quality management was the secret to achieving No.1 for 9 consecutive years." This year, Lotte Hotel established a Service R&D team to manage overall services including hygiene safety, information protection, and environment, and declared a service vision containing the message of providing differentiated customer experiences. They operate their own CS platform 'LCSI' that digitizes feedback such as service ratings and customers' voices in real time, and CS Mate that derives improvement points from feedback in real time.

They conduct the monthly 'CS Star Award' to select and reward outstanding service employees. They are also actively investing in service human resource development by operating a service academy that replicates actual sites such as guest rooms, food and beverage, and cooking practice rooms.

Kim Hyun-sik, CEO of Lotte Hotel, said, "As a result of continuous attempts to improve service quality based on over 40 years of accumulated service experience, we have had the honor of being selected as No.1 in KS-SQI," and added, "We will continue to create a new standard for hotel service with our rich experience and differentiated service capabilities."

This content was produced with the assistance of AI translation services.