8/14/2009 - Infinite Media Collaborates with Fairmont Hotels & Resorts to Deliver Service Promise Program

Toronto, ON - Today, Infinite Media, an integrated digital company, announced its delivery of video components of Fairmont Hotels & Resorts’ Service Promise program. This key strategic initiative reaffirms the Fairmont Service Promise to all of the luxury hotel chain’s colleagues globally.

Teaming up with Matt Smith, Executive Director, Learning & Development, Fairmont Hotels & Resorts, Infinite Media travelled to several Fairmont locations to gain insight into how Fairmont’s colleagues ‘Turn Moments into Memories’ for their guests and capture these genuine stay experiences. Videos form the basis of new colleague orientation and training by demonstrating Fairmont’s service excellence in English, French, Spanish, Arabic, Mandarin and German.

 “Our goal was to improve consistency and further differentiate our brand through service,” said Smith. “We leveraged Infinite Media’s in-house video, language and instructional learning design expertise for this project – their collaborative and innovative approach of capturing our service excellence enables us to communicate our objectives in a way that inspires our staff and ultimately drives our service promise forward.”

Fairmont Hotels & Resorts relies on its 30,000 employees to deliver on its company mission of ‘Turning Moments into Memories’ for its guests. Fairmont’s Five Service Promises inform service delivery and support this brand promise.

The Service Promise initiative provides all Fairmont locations with consistent messaging on service delivery.  Infinite Media deployed a series of web-based facilitator modules to global learning champions to ensure the initiative is one that is successful, effective and rewarding.

“Fairmont is a global leader in hospitality. They truly deliver on their service promise,” said Brad Sellors, president, Infinite Media. “Fairmont worked with Infinite Media to ensure service promise and brand values are upheld through an engaging and exciting learning program – Fairmont’s service promise initiative will ensure the chain remains a leader in customer service excellence.”


About Infinite Media
Infinite Media Ltd (Infinite Media) is an integrated digital company. We are idea generating, process-driven, and results-oriented collaborators with over 15 years of experience providing intelligent answers to top global brands. Our consulting and production services include optimized marketing, learning, and software solutions that deliver measureable results.  Our cloud based platform, InfiniteKM,  is a robust suite of Customer Experience (CX) and Knowledge Management (KM) tools to engage your organization to sell more and service better. Brands adopt the platform to ensure a consistent customer experience across any channel, get closer to their audiences, and position themselves as leaders in customer success. We make video publishing, content management, and measurement simple and secure. Please visit us at,, or contact us at for any inquiries.

Fairmont Hotels & Resorts  
A leader in the global hospitality industry, Fairmont Hotels & Resorts is a celebrated collection of distinctive hotels that includes iconic landmarks like Fairmont Le Château Frontenac in Quebec City, Kenya's Fairmont Mount Kenya Safari Club, and London's The Savoy, reopening later this year following an extensive restoration program. Fairmont hotels are one-of-a-kind properties where sophisticated travelers can discover culturally rich experiences that are authentic to the destination. Situated in some of the most exclusive and pristine areas in the world, Fairmont is committed to responsible tourism and is an industry leader in sustainable hotel management with its award-winning Green Partnership program. Fairmont's portfolio includes 56 world-class hotels, with plans to develop over 30 new properties in the coming years in destinations as diverse as Shanghai, the Philippines and India.

Fairmont is owned by Fairmont Raffles Hotels International, a leading global hotel company with 91 hotels worldwide under the Raffles, Fairmont and Swissôtel brands. The company also manages Fairmont and Raffles branded Residences, Estates and luxury private residence club properties. For more information or reservations, please call 1-800-441-1414 or visit


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