J.D. Power: What's Changing in Guest Satisfaction Now - Andrea Stokes
Update: 2024-09-23
Description
In this episode, Andrea Stokes, practice lead for hospitality at J.D. Power, shares insights from the latest J.D. Power research.
Listeners will learn:
- How higher room rates are impacting guest satisfaction and value perception (00:28 )
- The importance of service, personalization, and property upkeep in driving guest satisfaction (01:11 )
- How third-party managed hotels are outperforming brand-managed or owner-managed properties (04:03 )
- The role of technology and mobile apps in enhancing guest experiences (16:20 )
- Why food and beverage service is becoming increasingly important for guest satisfaction (26:32 )
Mentions:
- 2023 conversation with Andrea
- J.D. Power 2024 North America Hotel Guest Satisfaction Index Study (11:16 )
- J.D. Power 2024 North America Third-Party Hotel Management Guest Satisfaction Benchmark (19:38 )
- Davidson Hospitality Group (26:32 )
A few more resources:
- If you're new to Hospitality Daily, start here.
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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!
Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
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