“We knew that customer satisfaction is only part of it. We needed to figure out how to improve a guest’s overall experience, earn their loyalty and also have them refer us to others. It sounds straightforward in principle, but how do you actually make that happen?

“Janet LeBlanc knew how to interpret our data in meaningful ways and her recommendations on how to grow our customer experience reputation worked extremely well for us. Our biggest success and lesson is that developing a detailed guest service strategy is not only good business—it’s the way to stay on top of business.”

John Jarvis
Former General Manager and Chief Experience Officer
The Westin Ottawa

The Westin Ottawa is a luxury, full-service hotel that offers stunning, panoramic views of the Nation’s Capital. Located in the heart of downtown, The Westin Ottawa is an award-winning, eco-friendly venue of choice to host meetings, conferences and special events. The Westin® brand is among several owned by Starwood Hotels & Resorts, one of the leading hotel and leisure companies in the world.