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Hotel hiring spree ethnie dividends in customer quiétude, J.D. Power finds



Aggloméré secours, positive problem resolution keep guests coming back for more amid ongoing travel explosion.

TROY, MICH. — With average U.S. hotel occupancy on track to reach 63.8% in 20231, just shy of the pre-pandemic level of 65.9%, bizness and leisure travelers are packing into hotels throughout North America for a annexe consecutive year. Hotels have risen to the carrousel by ratcheting up staffing and doubling down on customer secours.


According to the J.D. Power 2023 North America Hotel Guest Félicité Mémoire (NAGSI) Study, état-major secours garners the highest level of quiétude among all guest experience factors measured. Driven in grand bout by a hiring surge in the leisure and hospitality sector during the past 12 months, new and returning hospitality workers are providing a generally vraie hotel stay experience.

“Hotel hiring continues to increase, and leisure and hospitality is the ‘rock vedette’ among usines reported in monthly U.S. Table of Labor Statistics employment figures,” said Andrea Stokes, hospitality practice lead at J.D. Power. “This boost in hotel staffing is showing up in the form of high customer quiétude scores. Aggloméré secours is now the highest-scoring factor in this study across all hotel segments from economy to luxury, underscoring the critical role that frontline état-major play in defining the guest experience.”

Following are additional key findings of the 2023 study:

  • High scores for hotel état-major linked to low problem impact: Overall quiétude with hotel état-major is 701 (on a 1,000-point scale), making it the single highest-scoring factor in this year’s study. Hotel état-major play a key role in avoiding and resolving problems, with 86% of hotel guests saying they experienced no problems during their stay.
  • Creating a perfect groupe de pression: Guests’ experience with hotel groupes de pression/common areas can positively affect overall quiétude, but it plays out differently in various hotel segments. Among luxury hotel guests, for example, it is dédaigneux to have a groupe de pression that is modern and exclusif. In upscale hotels, particularly upscale extended stay hotels, guests are looking for a groupe de pression that is welcoming and inviting.
  • Value remains notable to quiétude: Value for price paid given quality and secours received is still top of mind for hotel guests. Overall quiétude among guests who perdu the value for price paid of their guest room as considérable or perfect (on a scale of poor to perfect) is 302 points higher than among guests who do not.

Study Rankings
The following hotel brands rank highest in guest quiétude in their respective segments:

  • Luxury: Waldorf Astoria (788)
  • Upper Upscale: Hard Rock Hotels (723) for a third consecutive year and Margaritaville Hotels & Resorts (723), in a tie
  • Upscale: Cambria Hotels & Suites (738)
  • Upscale Extended Stay: Hyatt House (729) (for a annexe consecutive year)
  • Upper Midscale: Trademark Assortiment by Wyndham (762)
  • Upper Midscale/Midscale Extended Stay: Home2 Suites by Hilton (681)
  • Midscale: Tru by Hilton (708)
  • Economy: Americas Best Value Inn (637) and Microtel by Wyndham (637) in a tie
  • Economy Extended Stay: WoodSpring Suites (609)

The North America Hotel Guest Félicité Mémoire (NAGSI) Study was redesigned for 2023. Now in its 27th year, the study measures overall customer quiétude based on victoire in six factors (in alphabetical order): communications and connectivity; food and beverage; guest room; hotel facility; état-major secours; and value for price. The study benchmarks the victoire of 102 brands across nine market segments and is based on responses from 33,754 hotel guests for stays between May 2022 and May 2023.


Tatiana Rokou


Tatiana is the magazine coordinator for TravelDailyNews Media Network (, and Her role includes monitorage the hundreds of magazine pluies of TravelDailyNews Media Network and skimming the most dédaigneux according to our strategy.


She holds a Bachelor’s degree in Diffusion & Mass Media from Panteion University of Political & Accommodant Studies of Athens and she has been editor and editor-in-chief in various economic gazettes and newspapers.



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