Innovation and Creativity from Big Hotel Corp.

I am a huge advocate or being different and being a leader rather than reacting to what everyone else is doing. So when I see articles like this (click here, it’s worth it. I promise!) about major companies being creative and cutting edge I get really excited!

The Hyatt Corporation has partnered with some local real estate companies in NYC to create the very unique, cool and functional Andaz Boutique Hotel.

The article states “they’re blurring the lines between being at a hotel and staying at a close friend’s home.” This is exactly what our industry needs and craves, new progressive ideas that offer services that makes sense to both the customer and the employee.

So often in our industry "better service" is confused with "more service". More questions, more options, more interruptions, more, more, and more. I don’t want more, I want friendly and competent. Nothing says get ready for a very average experience louder than watching a customer service rep stumble through the “cycle of service.”

Maybe the Andaz has it right. No front desk, but a rep with a laptop to take care of you as you enter. No different departments to navigate to get an extra towel or room service, just one point of contact – the same person who you met when you checked in. Hey I remember you; you checked me in, booked my dinner reservation and got me an extra towel. I don’t know about you but dealing with one person that knows me and that I recognize is much more comfortable than having to assess, introduce myself to some new and hope they get it right every time I need something.

Simple, personal, competent = perfect for me!

You can share your definition of perfect service by leaving a comment. I would love to hear what your thoughts are.

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