J.D. Power: What's Changing in Guest Satisfaction Now - Andrea Stokes

In this episode, Andrea Stokes, practice lead for hospitality at J.D. Power, shares insights from the latest J.D. Power research.

Listeners will learn:

• How higher room rates are impacting guest satisfaction and value perception (00:28)
• The importance of service, personalization, and property upkeep in driving guest satisfaction (01:11)
• How third-party managed hotels are outperforming brand-managed or owner-managed properties (04:03)
• The role of technology and mobile apps in enhancing guest experiences (16:20)
• Why food and beverage service is becoming increasingly important for guest satisfaction (26:32)

Mentions:

• 2023 conversation with Andrea
• J.D. Power 2024 North America Hotel Guest Satisfaction Index Study (11:16)
• J.D. Power 2024 North America Third-Party Hotel Management Guest Satisfaction Benchmark (19:38)
• Davidson Hospitality Group (26:32)

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands