(JD Power and Associates: Westlake Village, CA) -- Facing similar challenges to that of the domestic airline and auto industries—namely, rising costs and a lack of customers—the hotel industry has also been forced to slash operating costs and reduce staff in hopes of remaining competitive. But even though reduced demand has forced hotel properties to make sweeping changes, hotel guest satisfaction actually improved in 2009, according to a recent J.D. Power and Associates study. How have hoteliers accomplished this feat? By focusing on their customers.

“Many hotel brands have successfully focused on guest satisfaction, despite steep rate discounts, staff declines, reductions of in-room amenities, and a halt on renovations,” says Michael Drago, director of the global hospitality and travel practice at J.D. Power and Associates. “These hoteliers know that providing extraordinary guest service in a consistent manner, in both good times and bad, is a recipe for continued success.”

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