Lotte Hotels & Resorts wins triple crown at service quality index for 3rd consecutive year

Lotte Hotels & Resorts has achieved a triple crown for the third consecutive year in the 2026 Korean Standard-Service Quality Index (KS-SQI) survey organized by the Korean Standards Association.

The company topped all three categories — hotel, business hotel and resort — in this year's KS-SQI survey, extending its winning streaks to 14 consecutive years in the hotel category, 10 years in business hotel and three years in resort. The KS-SQI measures service quality across the service industry based on evaluations by customers who have directly used the products and services.

Lotte Hotels & Resorts manages service quality by collecting and analyzing customer feedback in real time through its proprietary customer management platform, LCSI (Lotte Hotels & Resorts Customer Satisfaction Index). The company has also established job-specific training and advanced courses tied to professional certification in areas including guest rooms, food and beverage, and culinary operations to strengthen employee expertise. It currently employs two nationally certified master chefs and seven KISA-certified sommelier masters.

The company has also revamped its membership service to expand customer convenience. In September, it expanded the tier structure of Lotte Hotel Rewards, its free membership program, from four levels to five and eased the criteria for tier upgrades. Dedicated desks for Diamond and Platinum members have been installed at seven hotels across the country.

"We will continue to listen closely to our customers and strive to deliver consistently satisfying service at every touchpoint," said CEO Jung Ho-seok of Lotte Hotels & Resorts.