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Building Community

An industry expert and amenity consultant shares his insights into what it takes to build community and deliver exceptional customer service.

The One Amenity That Never Goes Out of Style

In the property and hospitality line, there is a constant rush to have the latest and trendiest amenities, from urban staples such as swimming pools, fitness centers, and business lounges – to more recent, trendy options such as creator studios, infrared saunas, and salt rooms. Yet amid all these investments into amenity space, another crucial yet often overlooked amenity is neglected – the service that occurs within these spaces. While creating space is all about size, square footage, and built-up area, service is what takes an environment from simply being “space” to being a “place”. “What’s the difference?” you may ask. Space is simply an area that may be available for use but may be unoccupied. A place is where people go to with a clear intent and purpose in mind – an area used and designated for specific experiences – just like how many cozy coffee shops have turned retail space into a “Third Place” for many people in between work and home. Service is what takes an environment from simply being “space” to being a “place”. Service is what makes the difference between a common noun and a proper noun – a subtle nuance, yes, but isn’t nuance what makes all the difference in tipping a brand’s scale? My partner Amy Blitz and I have worked on numerous amenity consulting projects and one of the first questions we are usually asked is about what kinds of new amenities renters, residents, and guests are looking for. Without hesitation, the first answer on our lips is usually – service. We believe t......
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