Frontline Staff Key to Top Performance in Inaugural J.D. Power Third-Party Hotel Management Guest Satisfaction Benchmark

Crestline Hotels & Resorts Ranks Highest in Guest Satisfaction Among Large Third-Party Hotel Management Companies

USA, Troy, Michigan. September 23, 2020

Even in the age of digitally enabled, contactless hotel bookings and hand-sanitized check-ins, a key element driving hotel guest satisfaction with third-party management companies is staff service. That's the central finding of the new J.D. Power 2020 Third-Party Hotel Management Guest Satisfaction Benchmark.

For the first time, J.D. Power evaluates guest satisfaction for the largest third-party management companies. J.D. Power does so by analyzing guest responses to more than 150 questions about hotel experiences and benchmarks the performance of the top 11 third-party management companies with at least 14,000 rooms under management.

"Now, more than ever, when travelers have heightened concerns about health, safety, cleanliness and availability of amenities, it's clear that a well-trained, courteous hotel staff can define a guest experience," said Andrea Stokes, hospitality practice lead at J.D. Power. "Third-party operators that employ great talent are best-equipped to provide excellent guest experiences across limited-service and full-service hotels alike. During this period when guest volume is lower than usual, hotel management companies have an opportunity to focus on staff education, review guest feedback and incorporate that feedback into training programs."

Benchmark Rankings

Crestline Hotels & Resorts ranks highest in overall guest satisfaction, with a score of 861 (on a 1,000-point scale), performing particularly well for staff service upon guest arrival and departure and for hotel facilities (safety/security, grounds, exterior maintenance, parking, etc.). Atrium Hospitality (860) and Pyramid Hotel Group (860) rank second in a tie.


Tags: J.D. Power, Hotels, Hositality. COVID, Coronavirus, Customer Service, Andrea Stokes

About J.D. Power

Media Contact:

Andrea Stokes
Hospitality Practice Lead
J.D. Power
T: 301-529-3368
E: [email protected]
W: http://www.jdpower.com

Subscribe to our newsletter
for more Hotel Newswire articles

Related News

Choose a Social Network!

The social network you are looking for is not available.

Close
Coming up in November 2021...

Architecture & Design: Wellness is Key


Like every other facet of hotel operations, architecture and design firms are adapting their work to ensure the safety and well-being of both guests and staff. New ways to bring Wellness into hotel spaces are being explored and these solutions are taking on many forms. Hotel designs are incorporating more open floor plans, open air spaces, high ceilings, outdoor areas and operable walls into their spaces. Guests no longer want to be packed into tight areas. More "biophilic" elements are also being incorporated, offering guests the sense of being outdoors. Another trend is the reimagining of guest rooms to support remote work capabilities. Some hotels are converting empty guest rooms into office spaces, complete with effective lighting and suitable backgrounds for video conferencing. Dedicated Zoom Rooms are also becoming increasingly popular. The main goal is to provide guests with a positive experience in a space that feels safe and comfortable. These are some of the architecture and design subjects that will be covered in the November issue of the Hotel Business Review.