CRSupplement

Supplement 2:

Hotel Makeover – Hot Trends and Handy Tips

Most hotels undergo a degree of renovation every five to seven years, be it a soft refurbishment of drapes and bedding or a top-to-toe revamp. Not only does such protect your asset and your star rating (if you have one), but it goes a long way towards ensuring your hotel remains your guests’ favourite place to stay. Construction Review brings you a wrap of the most current trends in hotel makeovers, as well as some advice from the experts on how to go about the process.

These days, the typical hotel business guest has a laptop, a BlackBerry, a cell phone and an iPod or mp3 player. Coming into a room, the first thing they do is connect their computer and turn on the TV to catch the latest news. Being able to work comfortably in their room is of paramount importance, though equally valuable for them is the ability to work and connect professionally and socially in the hotel’s public area.

This ‘new generation’ traveler (businessman or leisure guest, the line is increasingly blurred these days) has given rise to a number of new departures in hotel design: the demise of the bathtub and the rise of the ‘shower experience’; multipurpose lobbies; self-service check-in counters; energy-savvy design … the list goes on. The common denominator in this new wave is convenience, flexibility and – believe it or not – the feeling of being ‘home away from home’.

Lifestyle-inspired Lobbies

With the rigid separation of work and home, business and leisure, blurring, the lobby – like the guest room – is undergoing a fundamental change. Gone are the neatly defined waiting area, dining room, check-in counter and formal lounge; today’s lobbies are a blend of all these functions and more. Conceived of as a series of small, open living rooms, the contemporary lobby might offer a combination of informal meeting spaces; a formal, more secluded sitting room; a coffee shop-cum-deli; a bar counter-cum-reception desk; and even cubicles for private work. The availability of food and beverages (including take-away options) further encourages guests to utilise the lobby area.

For business people in the US and Europe, self-service check-in kiosks are becoming increasingly popular, allowing them to bypass the front desk and access their rooms quickly. While this does not mean the demise of the traditional hotel front desk (people will always seek out the human element), it does mean that it will probably become smaller and less dominant – even doubling with other functions such as a retail or bar counter.

The Guest Room Revolution

While the idea of the guest room being like home is not a new one, today’s hotel guests seek the comfort, look and modern conveniences of home more than ever. People expect to be able to plug in their cell phones, laptops, mp3 players and other mobile devices while they are in bed, and as a result designers are making power outlets far more plentiful and accessible. Table and wall lamps are even being produced with outlets to accommodate cell phones so that people can use them hands-free from bed.

Guest rooms are also changing shape and getting smaller but more functional, with flat screen TVs and nifty little cabinets and credenzas reducing the space traditionally occupied by bulky case goods like armoires and chest-of-drawers. The emphasis in modern case goods is on ease of use; on streamlined, contemporary shapes; on built-in data ports; and on the incorporation of alternative materials such as metal, glass, stone and acrylic.

Guest rooms are also becoming more business-friendly because most people who travel with laptops still want to have the option of being able to work in their rooms, even when there is a nice new multipurpose lobby downstairs. Bigger desks and increased workspace are critical, as are extra outlets placed higher on the wall so guests do not have to crawl around on the floor looking for connections. Internet access - either hardwired or Wi-Fi - is the rule, not the exception. Additionally, hotels should give guests a place to tack up items (such as presentation materials) so they do not have to drive tacks into the drywall.(www.hospitalityrenovation.com)

Bowled Over by the Bathroom

The bathroom is the new luxury centerpiece of the home – and of the hotel room too. While guest room sizes are diminishing, it is often to compensate for a slightly enlarged bathroom. And this is not to accommodate the latest extra-length bathtub either. Rather, bathtubs (which less and less people use) are being replaced with spacious showers with larger or multiple showerheads that offer a spa-like experience.

Bathroom finishes are being upgraded to include floor-to-ceiling tiles; glass on the back wall of the shower; and even frosted glass between the bathroom and bedroom. Recessed (rather than central, overhead) lighting goes a long way towards improving the bathroom ambience, while a vanity top upgrade – preferably with some storage under the sink – makes an excellent impression.

As a rule of thumb, when resources are limited, focus on the areas that stand out most to guests when deciding what to replace or spruce up. And make sure that whatever you do choose to focus on, you do it well. Shoddy retiling jobs or newly installed but cheap-and-nasty basin mixers will make a worse impression on your guests than the old fittings.

Other trends on the bathroom scene include a new focus on environmental sustainability – even if it costs a little more. Enviro-conscious product introductions include low-flow taps and toilets, recycled countertop materials, biodegradable sanitary products, low-energy light bulbs and even electronic building management systems that turn the lights and air con off when the room is vacant.

Shoot for ‘Experience Design.’

One of the big trends in hotel renovation right now is creating experiences. Renovators have to understand what people want in order to develop an experience around them. One of the biggest experiences guests look for is access to the lifestyles they see reflected in catalogs. Envision a Nike hotel. This will allow guests access to an athletic environment that, for example, allows them to end a long day of meetings by joining a pick-up game of basketball in the hotel’s gymnasium.

The trick is to avoid the sameness that is creeping into contemporary design; instead renovators should use wood, stone, ceramic, and fabric to add richness to guest areas. The coatings industry has come up with new coatings and the ability to thinly slice materials and laminate them to get tactile richness without the material depth, which controls costs.

The hospitality industry relies heavily on the ability to achieve superior ratings from guests. Defining the guest experience depends on many subtle factors such as the bed quality, fabrics, linens, mirrors, the completed hotel interior is essential for success. And it is very necessary to tailor and cater carefully as per the tastes and demands of individual guest.

Practical Considerations

We are all familiar with the frustration and sometimes discomfort caused by renovations in public places. Hotels – like hospitals – are particularly tricky as many remain operational throughout the renovation period and have to take special care to minimise the disruption of guests (and revenue). Provided that the process is properly managed and the end result is pleasing, the gains are always greater than the losses (or inconveniences).

Selecting a one-type fits-all design – often the result of not taking enough time to plan the renovation project. Properties where everything looks the same are outmoded, and suggest a lack of regard for guests’ preferences.
Not asking what guests want – which often happens when you’re doing an upgrade for the wrong reasons (like adding a star to your rating). Guest feedback — and adequate testing — are vital in a successful hotel upgrade.
Excess noise and clutter – the former as a result of cost-cutting on things like insulation, and the latter as a result of items (especially pictures and ornaments) that make the room look busy, but don’t do anything.
Small details that can cause accidents, injuries or frustration – such as a small level change which catches guests’ toes; out-of-the-way plugs; aircon controls, light switches or TVs that need a degree in rocket science to operate; a really slow Internet connection in a newly installed Wi-Fi setup; basins that don’t contain the splash from the tap … you get the idea. Again, test the refurbed hotel thoroughly before you open it to the public.

Mark C. Lynn, of the hospitality services firm HVS International, adds the following advice

Clearly define the entire scope of the project, and get planning input from your franchise (if applicable) and other hotel operators who have successfully managed a makeover.
Decide if the hotel needs to be closed for the duration of the project, or if it can continue operating. Also decide what time of year is best to perform the renovation.
Make sure you appoint a general contractor with adequate experience for the job.
Track the impact of the renovations on hotel revenue, and use this to inform your budgeting and planning when the next refurb comes along.
Ensure you inform guests about the process before you begin, and keep them up to date during the renovations. And don’t forget to let them know – along with the press and industry partners – when the new look is complete.