LOTTE HOTELS & RESORTS Sweeps Service Quality Index Awards, No. 1 in Hotel Category for 14th Year Running

[Financial News] LOTTE HOTELS & RESORTS ranked No. 1 in three categories for the third consecutive year in the 2026 Korean Service Quality Index (KS-SQI) survey, organized by the Korean Standards Association (KSA).
According to industry sources on the 5th, LOTTE HOTELS & RESORTS ranked No. 1 in three categories—hotels, business hotels and resorts—in this year’s KS-SQI survey, organized by the KSA. It has now taken the top spot in three categories for three consecutive years, extending its No. 1 streak to 14 years in the hotel category, 10 years in the business hotel category and three years in the resort category.
The KS-SQI is an indicator that measures the quality of Korea’s service industry based on evaluations from customers who have directly used a product or service. The recognition is thought to reflect LOTTE HOTELS & RESORTS’ efforts to improve services by actively incorporating customer feedback, develop professional staff and strengthen personalized services.
LOTTE HOTELS & RESORTS collects and analyzes customer feedback in real time through its independently developed customer management platform, LCSI (LOTTE HOTELS & RESORTS Customer Satisfaction Index). Based on this feedback, it addresses inconveniences that arise during service use and manages service quality by sharing relevant cases across its entire chain.
The company also offers training to strengthen employees’ professional skills. It has developed training programs and advanced courses linked to role-specific certifications in areas such as rooms, food and beverage, and culinary operations, helping frontline employees improve their customer service skills. It currently has a team of professional staff that includes two Korean Master Chefs and seven Master Sommeliers (KISA).
The company has also revamped its membership services to make them more convenient for customers. Last September, it expanded the tiers of its free LOTTE HOTEL Rewards membership from four to five and eased the requirements for moving up a tier. It also installed dedicated desks at seven hotels in Korea for Diamond and Platinum members, making check-in and check-out more convenient. Personalized services have also been enhanced, including guidance on how to use the dedicated services starting from the reservation confirmation stage.
Jeong Ho-seok, CEO of LOTTE HOTELS & RESORTS, said, “It is meaningful that, thanks to our customers’ trust and support, our service quality continues to be recognized in three categories,” adding, “We will continue to listen to our customers and strive to provide consistently satisfying service at every point of contact.”

[email protected] Jang Yu-ha Reporter