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Lodge Administration Firm Investments in Staffing, Upkeep and Renovations Mirrored in Total Visitor Satisfaction, J.D. Energy Finds


After a number of years of extremely difficult enterprise circumstances, which prompted a lot of the hospitality business to cut back on capital expenditures, lodge administration corporations have began making severe investments in renovations, upkeep and staffing. In response to the J.D. Energy 2023 North America Third-Celebration Lodge Administration Visitor Satisfaction Benchmark,SM launched immediately, these investments are paying off within the type of sturdy satisfaction scores for high quality of the visitor room and employees service.

Within the span of a yr, staffing has gone from being the most important ache level for lodge administration corporations to one of many best strengths. “Regardless of persevering with labor shortages, this can be a testomony to the efforts of the business to ramp up hiring and coaching throughout the previous a number of months. Interactions with employees is likely one of the most vital parts of a lodge keep and friends are noticing that they’re getting higher service. Andrea Stokes, hospitality observe lead at J.D. Energy

Following are extra key findings of the 2023 benchmark:

  • Anticipation is every part: A very powerful key efficiency indicator in relation to visitor interactions with lodge employees is anticipation of visitor wants. Throughout all third-party lodge administration corporations evaluated, lodge employees met that objective in 82% of visitor interactions.
  • Work nonetheless to be finished on lodge lobbies/frequent areas: Lodge friends are in search of fashionable and distinctive design in relation to lodge lobbies and customary areas. At the moment, simply 13% of branded resorts evaluated are assembly these standards.
  • EV charging rising as vital characteristic: Whereas an important know-how options of a lodge are good high quality Wi-Fi and loads of USB ports for charging units, availability of EV charging stations can be beginning to affect lodge choice and satisfaction. Total, 19% of lodge friends say they should have an EV charging station at their lodge however solely 6% say they’ve truly used hotel-provided EV charging.

Benchmark Rating

Davidson Hospitality Group and Dimension Hospitality rank highest in a tie in general visitor satisfaction, every with a rating of 725. That is the second consecutive yr that Davidson Hospitality Group ranks highest. HEI Lodges and Resorts (714) ranks third.

The North America Third-Celebration Lodge Administration Visitor Satisfaction Benchmark was redesigned for 2023. Now in its fourth yr, the benchmark evaluates visitor satisfaction with branded resorts which are operated by the most important third-party administration corporations. It’s based mostly on six components (in alphabetical order): communications and connectivity; meals and beverage; visitor room; lodge amenities; employees service; and worth for value. The benchmark consists of third-party lodge operators with greater than 14,000 branded lodge rooms underneath administration and relies on 3,942 visitor responses for branded lodge stays from Could 2022 by way of Could 2023.

For extra details about the North America Third-Celebration Lodge Administration Visitor Satisfaction Benchmark, go to https://www.jdpower.com/enterprise/third-party-hotel-management-guest-satisfaction-benchmark.

— Supply: J.D. Energy

About J.D. Energy

J.D. Energy is a world chief in client insights, advisory providers and knowledge and analytics. A pioneer in using large knowledge, synthetic intelligence (AI) and algorithmic modeling capabilities to know client conduct, J.D. Energy has been delivering incisive business intelligence on buyer interactions with manufacturers and merchandise for greater than 50 years. The world’s main companies throughout main industries depend on J.D. Energy to information their customer-facing methods.

J.D. Energy has places of work in North America, Europe and Asia Pacific. To be taught extra in regards to the firm’s enterprise choices, go to JDPower.com/enterprise. The J.D. Energy auto purchasing software might be discovered at JDPower.com.



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