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How to Enhance Your Guest Experience and Answers to other FAQs

Because we specialize in the hospitality industry, we understand the overriding concerns. This month, we respond to questions many hotel owners have.

How much will it cost to do my hotel project?

Consider what kind of guest experience you want people to have. How you value that experience will help you determine the appropriate budget. If the renovation is of the public areas, this is the first impression that guests have of your hotel.

If it is the guestrooms that will be renovated, this impacts the comfort, but also the prestige your guest feels in staying in with you. For back-of-house spaces, there are different goals. Once you are clear in your goals for the guest experience and arrive at a suitable budget, we will want to know that figure.

We may need to work with you to further identify the scope of work. From there, we will be able to provide high level estimates of both cost and time.

How can I avoid complaints and negative reviews online?

Let’s look at what the feedback is and see if there are themes related to the layout or circulation. We may decide together to do on-site testing. Then, we will consider strategies to alleviate the problems that have come to light. For example, do we need to reposition public spaces away from the rooms, perhaps with a buffer area to eliminate excessive noise?

If noise is indeed the issue, we can look at finishings in the space, maybe use sound-absorbing materials. Always, we look at proper circulation so that it makes sense and guests don’t have to pass through public spaces to maintain their privacy; for example, on the walk to the pool. If the current flow is not working for you, we may be able to reconfigure the circulation or look at secondary access.

How come it takes so long to do a renovation?

When we do renovations, we don’t just consider our part, which is often “from the walls in,” the interior design. In the long run, our thoughtfulness saves you time and money. We consider the other consultants’ areas as well as our own –– the engineering, the architect of record, the constructability of the plan –– we do a 360 rather than a 90-degree evaluation.

On a recent project, we had to do a space layout for a self-serve restaurant in a hotel. There was an expensive table that we specified to be used as a communal workspace; guests could sit down and plug in their laptops. But we noticed there was no electrical outlet, so we put one in our drawings even though it was not our typical role to do so.

No one else had picked this up. When it’s time to order the table, the owner called and said he was not aware an outlet being part of the design so maybe charged for the change order to add an outlet. “It’s in there,” we said.

“Here it is in the drawing; you can go to it. By the way, the electrician is aware of it” So the owner was happy about this; there was no delay, no additional cost, no inconvenience to mar the guest’s experience. That little detail, which might take a bit more time up front, helped the entire project.

 

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