The added workload puts a greater strain on them physically and emotionally, and ultimately requires that the hospitality industry work harder to accommodate their needs, according to Therese Necio-Ortega, director of communications with the JW Marriott Hotel Hong Kong.

'The expectations of business travellers are a bit higher than they used to be,' Ms Necio-Ortega said. 'Companies are expecting a lot more.'

To meet these expectations, the hotel industry is adapting its service model with a sensitivity towards guests who 'use time on overdrive'.

The bottom line is that business hotels must now function both as extensions of home and the office - meeting the luxurious living standards of five- star accommodation, while also providing office amenities and a productive work environment.

It's a tall order that has the hotel industry stretching beyond its traditional role to become a multi-service institution. A few recent service innovations reveal how the industry is evolving. In addition to swimming pools and spas, the big hotels operate 24-hour health clubs, complete with on-site fitness professionals.

After working off the stress during a midnight run on the treadmill, why not check your e-mail in the all-night business centre? The staff will help you get online, arrange a conference call, or even get that 100-page report printed in colour and spiral-bound.

Another major advance is the addition of broadband services. To accommodate laptop-wielding guests, broadband Internet access is being installed in rooms across the city. Never again will you have to leave the comforts of your suite to send an e-mail or check your Yahoo! stock portfolio. Dual phone jacks to support simultaneous Web surfing and teleconferencing are standard in most top-level business hotels.

Another standard is broadband Internet access in conference rooms to enable guests to access demonstration materials directly off the Net. 'Guests are supposed to function as if they were in their own work space,' Ms Necio- Ortega said.

Business travellers make up 70 to 90 per cent of guests in leading Hong Kong hotels.

Among the most important services are those such as exclusive check-out services from the executive lounge.

Additional business services provided by the JW Marriott include local complimentary access to conference rooms.

Key to maintaining quality standards in the 602-room Marriott is understanding the pressures travellers face.

Each employee is encouraged to feel he is an integral to the success of each guest visit. Ms Necio-Ortega said employees are allowed to make their own decisions - even, at times, overriding house procedures. This can mean anything from helping a guest order a special dish not on the menu to cancelling service charges if there is a dispute.

Rick St. Maurice, director of marketing at the Island Shangri-La Hong Kong, agrees that guest expectations are increasing. Over the past few years, he said, the length of stay had declined, despite a noticeable increase in workload. 'Things seem to be getting much more last-minute,' Mr St. Maurice said.

Upper-range hotels should continue to focus on the fundamentals, Mr St Maurice said. A convenient location, well-trained staff and an excellent physical product with spacious rooms, go a long way to making guests happy.

Another trend is the emphasis on personalisation. Despite the high volume of guests passing through the 565- room Island Shangri-La in Admiralty, employees are encouraged to create a profile for each customer that records preferences, Mr St. Maurice said. These include simple things such as the kind of fruit a guest prefers, but they do make a difference.

Margaret Wong, public relations manager of the Grand Hyatt Hong Kong, said the hotel had been exploring new technologies to reduce guest headaches. Top of the list is a stored- value smart card that allows guests to pay for meals and make small purchases.

Ms Wong said the initiative fits with the Grand Hyatt's strategy of integrating new technologies into services. All rooms are fitted with an interactive television, enabling guests to send and receive e-mail from a house account.

Rooms have work stations, broadband and dual phone jacks. Standard room rates include two-hour's daily access to a private meeting room equipped with ISDN (Integrated Services Digital Network) video conferencing.

Looking to the future, Ms Necio- Ortega believes the only way to keep up with rising expectations is to get all partners in the hospitality chain to co- operate. This means making airlines, taxi drivers and restaurants aware that they play a critical role in a guest's overall travel experience. 'Service companies should look at us as partners,' Ms Necio-Ortega said. 'We are all responsible for making each guest's visit a success. The more travelled a guest is, the higher the expectations.'