Andrea Stokes | Source | Hospitality Practice Lead at J.D. Power
Andrea Stokes
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J.D. Power (https://www.jdpower.com/)
Hospitality Practice Lead
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Frontline Staff Key to Top Performance in Inaugural J.D. Power Third-Party Hotel Management Guest Satisfaction Benchmark
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.
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Understanding Resort Fees: Insights from Hospitality Expert Andrea Stokes
Andrea explains that resort fees are "additional charges covering various hotel services," often including discounts. These fees are not part of the room rate due to accounting and tax reasons. The decision to charge resort fees varies among hotel owners and operators. -
Travel Trends: Italy Tops Fall Destinations, Costs Surge
Andrea notes that โtravel demand remains strong, but many consumers are looking for ways to cut costs.โ Italy leads as the top destination, surpassing Mexico and U.S. spots. Trip costs are up by 36%, with airfare and hotels being major contributors. Despite a weaker Yen, Japan remains a top 10 destination due to its unique appeal.
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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. 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.
