High-speed Internet has become table stakes for hoteliers, and it's showing in where the industry is allocating its money. Bjorn Hanson, a clinical professor at the New York University School of Professional Studies Tisch Center for Hospitality and Tourism, said spending on Wi-Fi upgrades could prove to be one of the largest capital expenditure costs for hotels in 2016. Top finishers Ritz-Carlton, Crowne Plaza and Best Western mentioned Wi-Fi as a brand improvement or emphasis during recent years. An emerging theme among many of the best-performing brands this year, though, was an increase in service initiatives. Fairmont Hotels & Resorts, for instance, updated its Service Promise training program, introduced in 2006, and required every Fairmont colleague, from general managers to bell hops to kitchen staff, to go through the program. Hilton's Homewood Suites, which came in second in the upscale extended-stay segment, revamped its "I Am Sales" program, which encourages every level of the hotel staff to feel like they're part of the sales team and to be "outrageously pleasing our guests" or OPOG, according to Adrian Kurre, global head for Homewood Suites and Home2Suites by Hilton. While these new initiatives may seem like a return to the old way of doing business, they're more a symptom of a world in which online reviews can make or break a brand. "When you please a customer, you're encouraging them to talk about us on social media, talk about us to their friends, to return to one of our hotels the next time they have an opportunity," Kurre said. Get the full story at BTN