Hotel Management September 2012 : Cover
■ ➔ NO INTEREST.. pulse Guests say they don’t want to pay a premium for these features: The Leading Hospitality News Authority Since 1875 HotelManagement.net Vol. 227, No. 11 | September 2012 A Questex Hospitality Group Publication ◾ Style and décor ◾ Flexible cancellation policies ◾ Reward points Source: PwC’s Experience Radar 2012 SEE PAGE 22 FOR MORE TRENDS & STATS J.D. Power: Higher overall score masks concerns By C. Elliott Mest ASSOCIATE EDITOR The Ritz-Carlton New York, Central Park. Ritz-Carlton ranked highest in guest satisfaction for the third consecutive year in the luxury category. RITZ-CARLTON N ATIONAL R EPORT – According to J.D. Power and Associates’ 2012 North America Hotel Guest Satisfaction Index Study, which charts guest satisfaction across seven hotel segments using seven different measurements, guest satisfaction has deteriorat-ed seven index points since 2011. The industry’s current score of 757 out of 1,000, compared to 739 in 2011, suggests relatively rising levels of guest satisfaction, but J.D. Power executives say the overall score isn’t as important as the underlying numbers that See J.D. Power scores | Page 84 INSIDE THE DEAL REIT’s activity pace growing The second half of 2012 sees a slight uptick in acquisition activity, but it’s slower than anticipated, despite noteworthy transactions By Michele Howe CONTRIBUTING EDITOR LISA HOLLADAY ONE – on – ONE Former Mercedes-Benz exec is given the keys to the luxury hotel brand | See page 24 The Ritz-Carlton Hotel Company’s WESTIN HOTELS AND RESORTS See REITs | page 82 Establishing a presence in San Diego, with the acquisition of the Westin San Diego, was an incentive for DiamondRock Hospitality. ■ ➔ TRENDS & STATS. inside this issue SPECIAL REPORT. TECHNOLOGY. Miniba rs make money Automated guestroom minibars boost sales as another pro t center for hotels. PAGE 50 Paying for sought-after features Hoteliers can drive revenue growth by offering premium experiences for customers. PAGE 22 Top Hotel Companies Checking in on the top hotel companies in the U.S. by guestroom count. PAGE 32 WALDORF ASTORIA N ATIONAL R EPORT – Diamon-dRock Hospitality’s recent pur-chase of a four-hotel portfolio from Blackstone Group is anoth-er indicator that public real estate investment trusts are increasing their ownership of hotel assets in the U.S. According to research from financial services firm Robert W. Baird & Co., public REITs owned 5 percent of hotel rooms in the U.S. in 2010, while in 2011 and year to date they own about 7 percent of rooms, a small increase but signi cant nonetheless. “[Public REITs] are the GOING TO PHOENIX IN OCTOBER? We talk to speakers at The Lodging Conference (Oct. 2-5 at the Arizona Biltmore Resort & Spa in Phoenix) to nd out where they think the hotel industry’s priorities should be—and where those priorities actually are. PAGE 30.