Editorial Board   Guest Author

Ms. Stokes

Andrea Stokes

Practice Lead, Hospitality, J.D. Power

Andrea Stokes joined J.D. Power as Practice Lead, Hospitality in September 2019. She is responsible for ensuring J.D. Power brings relevant and high-quality intelligence to clients in the Lodging and Senior Living sectors.

A results driven hospitality professional with extensive experience in consulting, corporate project management, and brand insights, Ms. Stokes provides J.D. Power clients with hospitality industry expertise and thought leadership, as well as expertise in customer experience management. She is skilled at translating data and insights into actionable strategies and businesses cases for hospitality sector executives.

Ms. Stokes has strong expertise in marketing performance measurement, CX, and data analytics. She has led teams, overseen $1 million-plus budgets, and executed cross-departmental programs.

Prior to J.D. Power, Ms. Stokes was with Marriott International's CX and Innovation division where she oversaw brand health measurement programs, as well as Marriott's customer insights platforms.

Prior to joining Marriott, Ms. Stokes was Vice President - Travel and Hospitality at Ipsos, the well-known global research and polling firm. While there, she oversaw CX and marketing insights programs for clients in lodging, air transportation, cruise, and destination marketing.

Ms. Stokes is also the former Director of Research at the U.S. Travel Association. She earned an M.B.A. at Georgetown University and a B.A. in Management at the College of St. Benedict.

Ms. Stokes has presented at many travel industry and other conferences. She is also a Certified Hospitality Educator (CHE) via the American Hotel & Lodging Education Institute (AHLEI) and Adjunct Lecturer in Hospitality Management. She resides in the Washington D.C. metro area.

Please visit http://www.jdpower.com/business/travel-and-hospitality for more information.

Ms. Stokes can be contacted at +1 301-529-3368 or andrea.stokes@jdpa.com

Coming up in November 2020...

Hotel Design: Home Away From Home

With the rise of the sharing economy and the peer-to-peer marketplace for lodging options, hoteliers are re-thinking the look, feel and appeal of their locations. There is an emphasis on re-creating a feeling of homeyness - a comfortable, cozy and inviting space that feels like home. 'This is accomplished through the careful selection of furniture design, paint colors, lighting design, artwork, bathroom fixtures and textile accessories. In addition, some hotels are providing their guests with upscale amenities, such as a book and movie library, home-style kitchenettes, a coffee machine with locally-sourced beans and tea, or even a batch of fresh-baked cookies. Similarly, there is a growing design trend based on the concept of place-making. Travelers are searching for experiences that are unique and authentic to the locale in which they find themselves, and so hotel designers are integrating a sense of place into their work. This is partially achieved by incorporating traditional artisanal crafts and other local artwork into hotel rooms and communal spaces. Another design trend includes the creation of full-service, co-working environments within the hotel. Guests don't like to stay alone in their room when they need to work, so now they can go downstairs to the lobby-or up to the roof-to work among others. These areas encourage guests - and non-guests alike - to stay as long as they like and to partake of hotel amenities. Finally, recognizing the importance of the Wellness Movement, some designers are exploring how room design can increase the likelihood of deep and restorative sleep. Creating dark and quiet spaces, blocking excessive light, providing guests with a selection of different kinds of pillows, and the ability to control room temperature, are a few of the best practices in this area. These are some of the architecture and design topics that will be covered in the November issue of the Hotel Business Review.