[2020 Asia Consumer Awards] 'Lotte Hotel' Leaps to Become a Global Hotel

[Asia Economy Reporter Lee Seon-ae] Lotte Hotel is accelerating its globalization efforts by engraving the name of Lotte Hotel worldwide, based on over 40 years of accumulated operational know-how and differentiated services.

As the domestic brand with the largest number of hotels, operating 19 Lotte Hotels in Korea and 11 overseas, Lotte Hotel is striving for development in terms of facilities and scale. One of Lotte Hotel's greatest competitive advantages is its 'Korean-style service.' In-house professional instructors conduct dispatched training overseas, and outstanding local employees are given opportunities to experience Korean culture firsthand through training at headquarters. Various educational programs are also provided to foreign staff to help them acquire a uniquely Korean service identity, ensuring consistently high-quality service and facilities that exceed customer expectations anywhere in the world.

Through domestic and international expansion strategies, Lotte Hotel is enhancing its unique value and accelerating aggressive 'digital transformation' to firmly establish its global chain infrastructure. As part of this, a major overhaul of the website was carried out to improve user convenience. Customer-tailored features such as fast search and simplified reservation processes were extensively added, and a members-only 24-hour chat consultation service called 'LiveChat' was introduced to resolve customer inquiries in real time.

Meanwhile, Lotte Hotel was recognized for its thorough efforts to protect customer information in 2014, becoming the first in the industry to obtain the 'Information Security Management System (ISMS)' certification, and continues to improve processes to strengthen customer information security. It has also consistently pursued improvement activities such as establishing a food safety management system and strengthening on-site food safety inspections. As a result, starting with Lotte Hotel Seoul in 2015, the entire chain of luxury hotels including Lotte Hotel World, Jeju, Ulsan, Busan, and Signiel Seoul in 2019, obtained the 'ISO 22000' certification for food safety management systems.