TROY, Michigan—In response to the J.D. Energy 2024 North America Third-Social gathering Resort Administration Visitor Satisfaction Benchmark, total visitor satisfaction with branded resorts run by the nation’s largest third-party administration corporations improved considerably this yr, outperforming chain-managed and independently operated resorts.
“Third-party administration corporations working branded resorts are actually firing on all cylinders by constantly delivering well-maintained buildings, cleaner guestrooms, and an total higher visitor expertise than these seen amongst independently operated branded properties and even chain-managed properties,” mentioned Andrea Stokes, hospitality apply lead at J.D. Energy. “What’s most noteworthy is that the most important third-party resort operators are delivering an improved degree of employees service at the same time as greater room charges are pushing visitor expectations greater.”
The next are among the findings of the 2024 benchmark:
- General satisfaction rises considerably yearly: General visitor satisfaction with resorts run by third-party administration corporations is 683 (on a 1,000-point scale), up 8 factors from a yr in the past. The year-over-year enchancment is pushed primarily by enhancements in satisfaction with the cleanliness of guestrooms; upkeep and maintenance of the resort; and resort employees responsiveness to visitor questions and requests.
- Improved visitor expertise offsets greater costs: Though visitors at branded resorts say they’re paying extra for his or her rooms this yr, total enchancment in perceived worth for worth for the most important third-party managed resorts has risen 6 factors, on common, from 2023. This means that visitors understand these resorts present good worth for the standard and repair obtained.
- Quicker entrance desk service and improved employees responsiveness: Throughout all operational areas within the benchmark, employees service achieves the very best visitor scores. Satisfaction with employees service has elevated yr over yr, pushed by considerably greater scores for entrance desk employees effectivity and responsiveness to visitor questions or considerations.
Benchmark Rating
For a 3rd consecutive yr, Davidson Hospitality Group ranked highest in total visitor satisfaction, with a rating of 735. HEI Motels and Resorts (705) ranked second, and White Lodging (704) ranked third.
The North America Third-Social gathering Resort Administration Visitor Satisfaction Benchmark, now in its fifth yr, evaluates visitor satisfaction with branded resorts which are operated by the most important third-party administration corporations. It’s based mostly on six components (in alphabetical order): communications and connectivity; meals and beverage; visitor room; resort services; employees service; and worth for worth. The benchmark consists of third-party resort operators with greater than 14,000 branded resort rooms beneath administration and is predicated on 4,907 visitor responses for branded resort stays from Might 2023 by Might 2024.
