Are higher room rates driving down guest satisfaction, or is there more at play here? In this episode, we're learning from Andrea Stokes, practice lead for hospitality at J.D. Power, about what's going on with changes and trends in hotel guest satisfaction today.
Andrea Stokes
The big idea: Higher room rates drive higher guest expectations, but hotels can still delight guests and stand out through personalized service, targeted property improvements, and embracing technology.
We saw satisfaction decline industry-wide this past year over 2023. We saw a decline compared to 2022. And value for money was really what was driving that.
Why this matters: You need to charge more to offset higher operating costs, but how do you justify this to your guests? You still need to exceed their expectations to drive satisfaction, loyalty, and positive word of mouth. Fortunately, the research shows there are still effective ways to do this.
Listen now to the full conversation on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)
If you found this helpful, please forward this email to a friend or colleague who might also enjoy it:
Click here to forward this email.
(Or, if it’s your first time reading this, you can subscribe here.)
If you enjoyed today’s insight, you may also enjoy these episodes…
Some news from around the industry, brought to you by my friends at 10 Minutes News:
A few final things:
If you have any thoughts, ideas, questions, or suggestions for Hospitality Daily, please reply to this email. I’d love to hear from you!
If you have something that would benefit the hospitality professionals who read, listen to, and watch Hospitality Daily, let’s work together to help you help more people.
Thank you for reading.
-Josiah
