“It’s easy to say from a philosophical standpoint that you’re providing an experience. But you really have to have the people,” said Jonathan Hansell, hotel manager at The Strand Hotel in New York City. “They have to take pride in what they do. You can’t control that from upstairs.” The Strand Hotel, an independent hotel located in “a land of giants,” hit a homerun with its staff, Hansell said, which has been a differentiator for the hotel located next door to two Marriott-branded hotels. Concentrating on great service appeals to most people’s sensibilities. “There’s so much power in that,” said Brenda Fields, founder of Fields & Company, a sales and marketing consulting company that specializes in independent, boutique hotels and resorts. Get the full story at Hotel News Now