A number of reports are now out to give us a snapshot of our industry and some key economic indicators. [Click here for a nicely done report from Pyramid Hotel Group.] In the ‘Outlook’ portion of the Pyramid report, the observation that 2013 is likely to be a continuation of what we are now experiencing is consistent with most reported market observations. .. What may be more critical is that what we refer to as the ‘gateway’ markets (New York, Chicago, Washington and Miami) continue to enjoy more positive performance than the rest of the country, and continues the ‘tale of two coasts’ comment. The East and West Coasts are doing fine, however for the majority of the country in between, the picture is not as pretty.
Turing our attention to hotel operations, the business and leisure traveler continue to travel, and hotel operators that must satisfy those travelers. Drury Hotels has, once again, surpassed other mid-scale hoteliers and posted the world’s highest customer satisfaction rating in a survey from Market Metrix, and for its eighth consecutive year won the J. D. Power and Associates award for Highest in Guest Satisfaction Among Mid-Scale Limited Service Hotel Chains. .
We spoke with Joe Pereles of Drury about this achievement. Joe told us that Drury Hotels Company has been committed to giving travelers friendly service and great value for 40 years. “Our focus has always been on making our guests feel like they’re at home. We start by hiring team members with a great service attitude and then train them on the ‘Drury Way’ of hospitality. Travel is often very stressful and it’s our goal to welcome guests to the hotel, provide them a comfortable night’s rest and offer ‘extras’, such as free WiFi, free hot breakfast, free evening beverages and free evening food, that don’t cost extra. That is why we believe our guests rank us so highly in JD Power and Market Metrix surveys.”