The ever fickle customer is continuing to cause agita for hoteliers trying to uncover the right formula for pleasing guests through amenities and service offerings. Always a challenge, hoteliers are looking at emerging trends that take the hotel experience into sometimes unchartered territories as brands attempt to satisfy the increasingly savvy traveler.
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During the opening day of the Buyer Interactive Trade Alliance & Conference (BITAC) Tech Purchasing and Design East event, sponsored by Hotel Interactive, an educational session and discussion honed in on dissecting this difficult dilemma.
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At Walt Disney World, Program Manager, Facility Asset Management Joe Motley said there is constant struggle in exceeding expectations of both its leisure and business traveler guests. They can have competing interests, making it more challenging to determine what a room needs to please both groups. “We have a strong brand but we are in a tough position,” said Motely, who confessed the company did not have an in-room amenity program until recently. However, internet and electronic connectivity scores at the top of the list for his guests.

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