Davidson, Dimension and HEI Lead in Satisfaction
Skift Take
- The J.D. Power 2023 North America Third-Party Hotel Management Guest Satisfaction Benchmark reveals that hotel management companies' investments in renovations, maintenance, and staffing have led to increased guest satisfaction in areas like guest rooms and staff service.
- The benchmark highlights that guest anticipation of needs is a crucial factor, with 82% of interactions meeting this goal. Many guests desire modern lobby designs, but only 13% of branded hotels fulfill this criterion. Additionally, there's a demand for electric vehicle charging stations, with 19% of guests expressing interest.
The DJIA fell 70 points, the Nasdaq was up 40, the S&P 500 rose 6 points, and the 10-year treasury yield was down .02 to 4.25%. Lodging stocks were lower. VCSA traded down -9% to another all-time low, and AINC also hit a new low. AHT and SOND were both down -6%, and BHR fell -5% on the day.
According to the J.D. Power 2023 North America Third-Party Hotel Management Guest Satisfaction Benchmark, hotel management companies have started making serious investments in renovations, maintenance, and staffing, and those investments are paying off in the form of strong satisfaction scores for the quality of the guest room and staff service. Key findings of the 2023 benchmark are: Anticipation of guest needs is the most important key performance indicator for guest interactions with hotel staff. Across all third-party hotel management companies evaluated, hotel staff met that goal in 82% of guest interaction. Hotel guests seek modern and
