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: andrea.stokes@jdpa.com
W: http://www.jdpower.com

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Coming up in April 2021...

Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.