Editorial Board   Guest Author

Ms. Corwin

Jennifer Corwin

Senior Manager, Customer Insights, J.D. Power

Jennifer Corwin is the Senior Manager of Consumer Insights for Travel & Hospitality Intelligence and Digital Solutions at J.D. Power. She is responsible for thought leadership and providing insights and analyses in the company's Voice of the Customer research across the travel and hospitality and digital sectors.

Ms. Corwin's work spans multiple industry verticals within Travel & Hospitality Intelligence (hotels, airlines, rental cars, airports, cruise lines, loyalty programs, and destinations) and across multiple industries within Digital Solutions (automotive, insurance, utilities, banking, wealth, telecom, and travel and hospitality).

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe. J.D. Power provides industry leading benchmarks, analytics and customer insights across the Banking & Payments, Wealth & Lending, Telecommunications, Insurance, Health, Travel and Utilities sectors through its Global Business Intelligence division.

Ms. Corwin has been with J.D. Power for more than seven years. Prior to assuming her role within the consumer insights team, she provided industry insight and thought leadership within the Travel & Hospitality Intelligence oversight and management of the company's three major syndicated studies from a research operations standpoint: the North America Hotel Guest Satisfaction Index Study; the North America Airline Satisfaction Study; and the North America Rental Car Satisfaction Study.

Ms. Corwin earned a bachelor's degree in biomedical sciences and women's studies from Western Michigan University.

Please visit http://www.jdpower.com for more information.

Linkedin Profile: https://www.linkedin.com/in/jennifer-corwin-1008/

Ms. Corwin can be contacted at +1 248-680-6406 or Jennifer.Corwin@jdpa.com

Coming up in September 2020...

Hotel Law: Protecting Guest Privacy

Every business is obligated to protect their customers from identity theft but unfortunately, data breaches have become all too common. In an effort to protect a guest's right to privacy and to safeguard their personal data, the European Union passed a General Data Protection Regulation (GDPR) that could hold hotels legally liable for any breaches that expose a customer's sensitive personal information. Though the GDPR only pertains to EU citizens' data, any international business that mishandles their data can be legally responsible. Another legal issue of concern is the fight involving hotel "resort fees." Several states attorney generals have recently filed suit against two major hotel chains in an effort to litigate this practice. Their suit alleges that these companies are "engaged in deceptive and misleading pricing practices and their failure to disclose fees is in violation of consumer protection laws." The suit seeks to force the hotel chains to advertise the true price of their hotel rooms. There are several other legal issues that the industry is being forced to address. Sexual harassment prevention in the workplace is still top of mind for hotel employers-particularly in New York and California, which now statutorily require harassment training. Hotels and motels in California will also soon be required to train all their employees on human trafficking awareness. Immigration issues are also of major concern to hotel employers, especially in the midst of a severe labor shortage. The government is issuing fewer H2B visas for low-skilled workers, as well as J-1 visas for temporary workers. Though there is little hope for any comprehensive immigration reform, hotel lobbying groups are actively seeking legal remedies to alleviate this problem. These are just a few of the critical issues that the December issue of the Hotel Business Review will examine in the area of hotel law.