Lotte Hotel Ranks 1st in Korea Service Quality Index for Hotel and Business Hotel Categories

11 Consecutive Years as No.1 in Hotel Sector, 7 Consecutive Years as No.1 in Business Hotel Sector

Lotte Hotel & Resort announced on the 8th that it simultaneously secured first place in both the hotel and business hotel categories at the '2023 Korea Service Quality Index (KS-SQI) Certification Ceremony' held at the Crystal Ballroom of Lotte Hotel Seoul. Lotte Hotel & Resort was selected as the number one hotel for 11 consecutive years and the number one business hotel for 7 consecutive years.

(From left) Kim Tae-hong, CEO of Lotte Hotel & Resort, and Kang Myung-soo, Chairman of the Korea Standards Association, are posing for a commemorative photo after receiving an award at the '2023 Korea Service Quality Index (KS-SQI) Certification Ceremony' held at Lotte Hotel Seoul in Jung-gu, Seoul. Photo by Lotte Hotel & Resort.

KS-SQI is an index that measures the quality level of the domestic service industry based on customer evaluations who have directly experienced a company's products or services. In this survey, Lotte Hotel & Resort received high evaluations for customer experience-centered service, CS (Customer Satisfaction) training based on real cases, and continuous facility and service improvements.

Lotte Hotel & Resort operates a dedicated department called CX (Customer eXperience) to ensure that customer experiences and opinions are reflected in products and services. It also runs its own customer management system, LCSI (LOTTE HOTELS & RESORTS CS Index), which analyzes hotel ratings, customer recommendation indices, comments, and more. Additionally, about 800 employees promptly respond to inconveniences reported through the 'Voice of the Customer' to improve service satisfaction.

Various company-wide systems are also operated to standardize service upgrades. Based on actual customer feedback, the company produced the 'Lotte Hotel & Resort Service Design Casebook,' which contains core customer response scripts and has been distributed to all employees to internalize these practices. Workshops where customer-facing staff share opinions are held several times a year. Since early this year, the 'CX Sammaegyeong' campaign, which shares key points for customer satisfaction, has been conducted weekly.

Facilities and services have also been improved. Since 2021, Lotte Hotel World has fully renovated its rooms and club lounges, and in 2023, it completed a full renewal of its food and beverage outlets, marking a major refurbishment after 40 years. Last month, Lotte Hotel Seoul opened a new premium sky lounge called 'La Cime' for guests staying in Executive Tower Premier rooms and above.

Kim Tae-hong, CEO of Lotte Hotel & Resort, said, "The result of all employees' multifaceted efforts to provide sincere service has led to winning the award for 11 consecutive years," adding, "We will continue to prioritize customer experience and value as Lotte Hotel & Resort."

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