j.d. power
Hotel Management Company Investments in Staffing, Maintenance and Renovations Reflected in Overall Guest Satisfaction, J.D. Power Finds
J.D. Power | September 8, 2023
TROY, Mich.: 8 Sept. 2023 — After several years of incredibly challenging business conditions, which caused much of the hospitality industry to scale back on capital expenditures, hotel management companies have started making serious investments in renovations, maintenance and staffing. According to the J.D. Power 2023 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, those investments are paying off in the form of strong satisfaction scores for quality of the guest room and staff service. “In the span of a year, staffing has gone from being the biggest pain point for hotel management compani...
Hotel Hiring Spree Pays Dividends in Customer Satisfaction, J.D. Power Finds
J.D. Power | July 26, 2023
Staff Service, Effective Problem Resolution Keep Guests Coming Back for More Amid Ongoing Travel Boom TROY, Mich.: 26 July 2023 — With average U.S. hotel occupancy on track to reach 63.8% in 2023,1 just shy of the pre-pandemic level of 65.9%, business and leisure travelers are packing into hotels throughout North America for a second consecutive year. Hotels have risen to the challenge by ratcheting up staffing and doubling down on customer service. According to the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, staff service garners the highest level of satisfaction among all guest experi...
Third-Party Hotel Management Companies Facing Higher Guest Expectations as Room Rates Increase, J.D. Power Finds
J.D. Power | September 15, 2022
Davidson Hospitality Group Ranks Highest in Guest Satisfaction TROY, Mich.: 15 Sept. 2022 — With average daily room rates at hotels in North America now averaging nearly $150—roughly 15% higher than pre-pandemic levels,1—hotel guests have become more critical than ever of the décor, amenities and food and beverage options provided by the world’s largest third-party hotel management companies. According to the J.D. Power 2022 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, customer satisfaction declines 4 points (on a 1,000-point scale) this year, as higher prices drive increased scruti...
North America Hotel Guest Satisfaction Declines as Travel Volume, Room Rates Rise, J.D. Power Finds
J.D. Power | July 13, 2022
Rise in Demand and Room Rates Puts Pressure on Guest Satisfaction as Hotels Manage Delicate Balance Between Recovery and Guest Experience Hotel occupancy rates are on track to approach pre-pandemic levels this year[1] as travelers get back on the road and in the air to make up for two-plus years of deferred vacation plans. However, according to the J.D. Power 2022 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, the surge in deman and steadily climbing prices have not been met with a corresponding improvement in amenities or services. As a result, overall hotel guest satisfaction declines 8 points (on a 1,000...
Survey: 84% of Business Travelers Expect to Attend Conferences, Conventions or Trade Shows in Next Six Months
U.S. Travel | April 7, 2022
WASHINGTON — April 7, 2022 — Key findings from a new survey reveal that 84% of business travelers expect to take at least one trip to attend conferences, conventions or trade shows in the next six months. The Quarterly Business Travel Tracker also revealed that, while less than one in 10 U.S. business travelers are uncertain if they would travel in the next six months, the top reason for uncertainty was that meetings and events are not occurring. Corporate policies restricting business travel was the second-highest reason for uncertainty. Business travelers also expect to resume traveling at a slightly slower pace compared to pre-pan...
Guest Satisfaction Declines Among Hotels Operated by Largest Third-Party Management Companies, J.D. Power Finds
J.D. Power | September 8, 2021
Throughout the pandemic, hotel operators reduced staff and services as they adjusted to reduced demand. Guests often reacted negatively to these changes as evidenced by lower stay satisfaction in branded hotels operated by the top third-party management companies, according to the J.D. Power 2021 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today. Driving the decline in guest satisfaction are food and beverage and staff service. “As hotel demand increases, guests are expressing not just a desire, but an expectation of a return to brand standards,” said Andrea Stokes, hospitality practice ...
North American Hotel Guests Want Breakfast Back, J.D. Power Finds
J.D. Power | July 14, 2021
Frontline hotel staff did not have an easy job during the past year. Tasked with enforcing mask mandates, reminding guests which services were temporarily unavailable due to the pandemic and putting their own health at risk daily, these workers still managed to keep guests happy. The hotel industry overall maintains a strong overall customer satisfaction score in the J.D. Power 2021 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today. But now that the pandemic is waning, hotel guests have made it clear they want breakfast and other hotel amenities. “Frontline staff have been the real heroes of the North American...
Frontline Staff Key to Top Performance in Inaugural J.D. Power Third-Party Hotel Management Guest Satisfaction Benchmark
J.D. Power | September 22, 2020
Crestline Hotels & Resorts Ranks Highest in Guest Satisfaction among Large Third-Party Hotel Management Companies TROY, Mich. - September 22, 2020 - Even in the age of digitally enabled, contactless hotel bookings and hand-sanitized check-ins, a key element driving hotel guest satisfaction with third-party management companies is staff service. That’s the central finding of the new J.D. Power 2020 Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today. For the first time, J.D. Power evaluates guest satisfaction for the largest third-party management companies. J.D. Power does so by analyzing guest responses t...
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