Accor Expands, Carlson Consolidates

ORLANDO, FL—May 2005—Now that pricing has stabilized and Carlson (Hotels Worldwide) has freed its brands from the commodity stigma, “We need to get everybody engaged in the transformation stage,” said Bjorn Gullaksen, executive vice president and brand leader, full-service hotels. To that end, starting in July, Carlson will offer technology from software firm Medallia enabling instant guest feedback. This addition to Carlson’s customary semi-annual quality inspections will give the privately held company unprecedented insight into the customer’s perception of its properties and opportunity to improve it, Gullaksen suggested. Read full article (registration required).