The Amenity Wars Continue In the Hotel Industry

Hotels compete in a number of areas. Price is obvious. Amenities are the payoff for the guest. One hotel says their beds are the best. Another provides a free breakfast for a guest. Another has fluffier towels. A new amenity has entered into the market – higher ceilings.

Starwood has a new concept call Aloft. It has nine foot ceilings in their rooms. A startup hotel called NYLO is building rooms with 11 foot ceilings. (This is perfect for practicing my golf swing or using the bed as a trampoline. My kids will love NYLO!)

Seriously, this new concept/amenity of loft style hotels is about providing a better customer experience. But when all is said and done, the best amenity a hotel can offer is the person who takes great care of the guest.

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).