HOTEL BUSINESS REVIEW

June FOCUS: Hotel Design

 
June, 2014

Hotel Design: Creating an Experience

Recent social and technological change has impelled hotel architects and designers to adapt their work to meet the expectations of the modern traveler, and the essential principle they are following is this - they are no longer designing buildings or interior spaces; they are designing experiences. From check-in to sleeping, to bathing to dining, psychographic profiles are driving design decisions. It is not enough for a hotel to label itself as business or leisure; people are doing business while they play, and they are playing while they travel for business. There has to be a degree of escapism, even in business hotels. People want to go beyond their usual routine and they desire to experience something new. In order to accommodate this new reality, architects and designers are re-imagining all areas of a hotel's operation. For example, lobbies are being envisioned as dynamic, multi-use spaces which have the capacity to host both formal and casual talks, providing both intimate and social zones, and yet can also be a place where individual work can be accomplished. Bathrooms are becoming more spa-like, alluring guests through the promise of sublime luxury and relaxation. Hotel restaurants are being turned into memorable spaces through imaginative design, pushing creativity to new heights and turning each venue into a destination in itself. These are just a few of the exciting developments in the fields of hotel architecture and design that will be explored in the June issue of the Hotel Business Review.

This month's feature articles...

Sally  Stirnkorb

Southern California is high on the travel and tourism industry's radar for the variety of nearby amusement parks, year-round ideal climate, pristine beaches, as well as being a wellness-focused spa mecca. The area attracts millions of leisure travelers each year to experience the luxury and boutique shopping and the award-winning dining options in its relaxed and welcoming atmosphere. Business travelers also prominently flock to San Diego throughout the year from all over the world due to the variety of conference venues, predictable climate and abundance of hotel accommodation options. READ MORE

David Ashen

Creating an unforgettable guest experience involves much more than simply good interior design or a striking logo, particularly in today's competitive and product-flooded hotel industry. Guest columnist David Ashen, principal and founder of dash design, shares the "why and how" behind weaving brand and culture together successfully. Doing so not only helps a hotel brand differentiate and compete, it also creates a meaningful stay for hotel guests that extends way beyond check-out. READ MORE

Barrie  Perks

In the past decade, the United States has experienced a major cultural and economic shift as downtowns become the hub of a city's economic activity and culture once again. This trend is having major implications for how people work, eat, and play, and most importantly for our industry: how they travel. As more travelers seek the uniqueness of a city by visiting their urban core, restaurants, attractions, parks, and hotels are benefiting from this return to a destination's roots. READ MORE

Heather  McKeon

As a Detroit-based designer, I have always had a strong appreciation for historic buildings and the way they are able to narrate the past through architecture. Adaptive reuse projects, which literally reuse an old site or building for a contemporary purpose other than what it was originally built or designed for, have led to the resurrection of some of my city's most iconic landmarks. My firm has had a hand in many of those projects, and my experience working on them has only enhanced my affection for and understanding of the power and potential of adaptive reuse. READ MORE

Tiffany  Axner

As a design firm, 5G is sought by our clients to evoke ideas that surprise and inspire the public with innovation, energy and quality - opening eyes to things not seen before. Our roots are well positioned in history to achieve these goals every day for clients. Our studio sits in a 110-year-old exposed brick building with original wood floors, century old windows with views to the city on the East, and skies on the West. There is something truly refreshing about the space. As we design and create new spaces, the nostalgia and history of our corporate headquarters are, in a sense, always anew. READ MORE

Scott A. Mills

The hospitality industry is constantly reinventing itself to stay on trend with not only what competitors are doing, but also what is expected and desired from consumers. That said, rebranding a hotel is not something new, it is likely something many of us have been part of more than once and will continue to cycle through in our careers. READ MORE

Richard  Fawell

The wellness experience in hotel amenity spaces can and should be developed to create a single total integrated health experience consisting of fitness cross-training, relaxation, nutrition education, entertainment, and spa. This experience should not only exercise and relax the entire body and mind, but it should also be easy to organize, schedule and partake in. Often however, these amenities, when they exist, are not well thought-out, are self-service and are poorly integrated into the guest experience. The wellness experience represents a unique opportunity to connect with the patron. When it is manifest in an afterthought, even an aesthetically well-designed one, it is likely a missed opportunity. Done properly the synergistic wellness experience generates revenue and changes the way patrons think of hotels and resorts. READ MORE

Robert  Habeeb

Adaptive reuse hotel projects have been increasingly popular the last few years due to growing competition for quality locations and with prime urban hotel development sites at a premium. But today, its not just hotel owners and developers proposing historic buildings as revenue generators, it's also customer demand, as consumers are hooked on the concept of unique travel experiences. This increase in interest from the consumers, Millennials in particular, is redefiniing and shaping the industry's approach to design, requiring us to be even more transparent about the historic adaptation process. Millennials don't just want to see a beautiful atrium and be told it's historic. They want to know who originally built it and why, what is it made out of; they want the story. READ MORE

Eric Rahe

We are introduced to the concept of sharing in childhood, and we are taught to incorporate this into our daily lives both personally and professionally. Sharing is not a new notion, but over the last few years the simple idea of sharing has become a major international economic trend that is having an impact on how hotels are designed and run. READ MORE

Shawn  Basler

An international hospitality practice, specializing in emerging markets offers creative opportunities, unique challenges, and financial rewards. The pursuit and execution of projects in emerging areas carries with it certain risks that should be weighed before making the commitment to expand into these markets. The hospitality market has entered an interesting phase of its evolution, with personalization being a rising priority. Whether a luxury brand or a mid-market brand, each touch point of the guest experience is expected to offer some level of personalization. From check-in, room selection, choice of bedding, meals, and activities-everything is expected to be customized, personal, and reflective of the local culture and traditions READ MORE

Ira  Imerlishvili

What makes hotel design unique? Is it grand staircases, spectacular chandeliers, awe-inspiring art collection? Today, it seems that hotels try to outdo each other by investing in distinctive design features. Why has there been this noticeable shift brand thinking? Some might say investing in design for design sake, but is this the case? Is it worth the time, effort and money? Brand Identity and lifestyle brands were an important genesis for differentiation in the hospitality segment, however, this has evolved to be a competition of sorts with many vying for the coveted spot of the being the must see property in the market. This in turn, helps generate "the buzz", the best and most glowing reviews, which in turn hopefully lead to greater occupancy. READ MORE

Ronald M.  Lustig

For those who travel as much as I do, you have probably lived "Groundhog Day" more than once when you wake up in a hotel room and experience a moment of panic. The bed, desk and TV screen are placed in the same spots of the room as that of the last hotel you were in. Familiar bed covering patterning. Same upholstered chair. Same lamps. The art on the wall is generic for Anywhere USA as are the rest of the finishes throughout the room. "Where am I and which city am I in?" READ MORE

Keith  Simmel

They're in their 20s, traveling for business and they're not choosing a hotel based on loyalty points. The hotel industry is banking on this new group of travelers to boost its economic growth well into the future. Hotels are repackaging the brand experience to appeal to this new customer and they're spending tremendous resources to get it right. This new demographic is not a uniform, homogenous group and they don't necessarily have loyalty to any brand. People years ago wanted to stay at a Marriott so they could build up their points, but that doesn't drive this generation. They don't fit into a box or stereotype. This is the young twenty-something coming into the business world and it's becoming increasingly important to tailor brands to appeal to this new segment. READ MORE

Jason  Sorci

The first three words in real estate are location, location, location. A hotel property inevitably prospers based on its location to nearby elements and attractions. A major city center, national park, shopping outlet, theme park, or convention center can be counted upon to fill a lot of room nights and buoy occupancy. In a vacuum, you need nothing more than a great location. Of course, the real world is different. There is competition galore, especially in the best locations. How do you ensure that you have captured your fair share of the market? It's all about your amenity mix. READ MORE

Walt  Miller

Brand standards are adjusting as hotel executives recognize that staying true to the brand does not require a strict, cookie cutter approach. Architects have long championed the value of a site-specific design approach, believing that a hotel should take its cues from elements of the surrounding architecture to create a modern yet sensitive response, and that the design for a hotel should also acknowledge the local climate, flora, fauna, and terrain. No one is suggesting that brand standards be chucked out the window -- just that there are a variety of ways to appropriately deliver the experience a guest expects from a brand and from a destination. READ MORE

Tammy S. Miller

The Merriam Webster Dictionary defines the word "design" to mean many things, one of which says…"to plan and make (something) for a specific use or purpose." In there lies the first task of a good hotel designer….Understand the use, purpose, desire, and interest of your guest(s). The hotel designer has to envision how something will look, how it will function and what experiences a guest will have from the moment they pull up or walk in to the property, through every inch they wander. READ MORE

Hank Freid

Hank Freid, the CEO/Founder of Impulsive Group, and his son Brandon Freid have amassed an extensive real estate portfolio, which includes a number of luxury hotel properties throughout Manhattan, including the Ameritania Hotel at 54th and Broadway, the Moroccan-themed Marrakech Hotel and their flagship 4 ½ star European-inspired luxury boutique property, The Sanctuary Hotel, located in the heart of Times Square. The Sanctuary Hotel was named International Hotel of the Year at the 2011 European Hospitality Awards and has been given TripAdvisor's Certificate of Excellence in 2012, 2013 and 2014. Its popular rooftop lounge Haven has been a hotspot for some of the city's most press-worthy events, their new restaurant Tender is garnering rave reviews and they continue to expand with projects including this summer's new outdoor Haven Beer Garden and the soon to open speakeasy Foxhole. In addition to their hospitality holdings on land, the father and son team also have several charter luxury yachts, which operate in Miami, Europe, the Mediterranean, the Bahamas and the Caribbean. READ MORE

Roberta Nedry

Aloha! Kia Ora! Hey y'all! Bien Venidos! Bienvenue! Saa wee da ka or Saa wee da krap! Welcome! What happens when these words of greeting from different cultures are uttered? What do we associate with those greetings and the people in those states or countries who say them? How do they impact us emotionally and do they change the way we perceive and receive our experience in that place? READ MORE

Simon Hudson

Fairmont Hotels and Resorts is a good example of a company that aims its marketing efforts toward its employees. The company sees internal marketing as critical in achieving guest satisfaction, and consequently Fairmont is world-renowned for its excellent guest service. This article will focus on Fairmont's internal marketing programs, such as the employee reward and recognition program, programs that result in an employee turnover rate that is much lower than industry averages. Staff loyalty in turn encourages customer loyalty; repeat guests make up approximately 60% of Fairmont's business. READ MORE

David Hogan

Do your established procedures for processing credit card information and payments match up with the best practices outlined by credit card brands? Find out by reading about the six most important best practices for hotel credit card processing. Adhering to these practices can reduce your risk, save money, and minimize the headaches of lost disputes. READ MORE

Jim  Suggs

The ongoing recovery from the “Great Recession” has not produced the flood of hotel property sales and associated major renovation projects in the United States that some in the hotel industry had anticipated based on past experiences. However, rebranding activity has remained fairly constant: just as renovating guest rooms is part of an ongoing cycle, so is rebranding. But as owners know, rebranding poses greater challenges than guest room renovations, and there is far more at stake in assuring the best possible outcome. READ MORE

Lonnie Giamela

Employers in hospitality have the difficult task of balancing public perception and guest expectations with their many legal obligations. Developments in technology often complicate those responsibilities. Online bookings have created new ADA obligations. Social networking has blurred the lines between an employee's workplace conduct and private conduct. Now, the e-cigarette has become a focal point of the public discussion raising important questions for hospitality employers. READ MORE

Klaus Kohlmayr

The physical assets of your property, as well as your “people” assets have untapped value that when managed correctly, can yield exceptional returns. This blog explores tips for maximizing that value in a way that adds to your bottom line, as well as contributing to guest satisfaction scores and retention. READ MORE

S. Lakshmi Narasimhan

In the light of owner's expectations of revenues and profits growing at a continuous rate, businesses must buckle down to a conscious strategy to manage their pricing even while pulling the requisite volumes. The price-volume partnership must be nurtured well. At the same time, the relationship of pricing to value in the eyes of the customer must not be lost sight of. This effectively makes pricing the catalyst that while addressing customer expectations of value also delivers the requisite dose of revenue boosts. The icing on this cake is of course the resultant enhancement of the bottom line - a perennial owner favorite. READ MORE

Paul van Meerendonk

Marketers and social researchers have long brandished labels like 'Silver Surfers', 'Gen X&Y' and 'Millennials.' More and more, these demographic terms resonate amongst savvy hoteliers who realise that each generation has very different ways they research, book and evaluate their stays. Hoteliers looking to maximise occupancy and revenues from an increasingly fragmented booking environment must understand what motivates each major generational demographic and understand how their property would be perceived by each generation in order to price and market themselves effectively. READ MORE

Madeline Daryadel

Weddings, often considered filler weekend business for hotels can be extremely profitable when the effort is made to turn a wedding reception into a wedding event for local as well as or out-of-town guests. With the upturn in the economy the spend on the Food & Beverage portion has risen by several percentage points which is always good for business. However, catering to the entire occasion by offering welcome baskets, turndown amenities, a flavored coffee with a croissant or bagel as a departing gift and planned recreational activities can mean thousands in additional revenue for a property. READ MORE

Kathleen Pohlid

The prevalence of workplace violence poses alarming concerns. Consider the statistics: OSHA reports nearly 2 million workers annually claim they are victims of workplace violence, with homicides as the fourth-leading cause of workplace fatalities and the leading cause of death for women in the workplace; Justice Department statistics show non-fatal incidents are even far more prevalent with approximately 1.7 million workplace violence incidents between 1993-1999; and in a 2012 survey conducted by the Society for Human Resource Management, 36% of the entities responding experienced incidents of workplace violence. The good news is there are measures to curb these risks. READ MORE

Michael McCartan

The mobile revolution has changed consumer behavior dramatically. With technology infused into the DNA of modern travelers, the hospitality industry has been under tremendous pressure to match the pace. Easily available public information coupled with guests' increasing demand for the perfect user experience has thrown a challenge that many hoteliers are finding difficult to cope up with. The hotel marketplace is tumultuous and new technological services are being introduced everyday. Evaluating and interpreting these changes and adapting them to their businesses are a constant struggle for hoteliers. So how do hotels attract these ultra-connected guests effectively? READ MORE

Jonathan Barsky

The biggest source of hospitality customer feedback isn't being used much, at least not yet. Experts at Gartner, Forrester and IDC estimate that somewhere around 80% of the world's data is unstructured. And unstructured data is growing at 15 times the rate of structured data. Unstructured data is the kind of data that doesn't fit neatly into columns and rows, and isn't easily analyzed with traditional tools. Things like e-mails, Word documents, customer feedback, blogs, online reviews, instant messages, pictures, videos, etc. Clearly there is a significant competitive opportunity in doing a better job using unstructured data. READ MORE

Larry  Mogelonsky

When we go about analyzing a brand's logo, so much attention is given to the symbol used and the text. While it's crucial to calibrate both of these to perfection, the use of color is a vital third component. Different hues on the spectrum are perceived with dissimilar sentiments and, as it concerns hotels, they can establish certain expectations for a brand. As well, the correct use of color - in all its iterations onsite and online - can work as a passive marketing tool to increase brand awareness and retention versus your competitors. READ MORE

Tema Frank

Twitter, with its 140 character limit and insider conventions such as hashtags, can be intimidating. But for hotels it also provides a fantastic marketing and sales opportunity. And it's crucial for customer service these days. Whether you want to post your own tweets or not, you have to keep an eye on Twitter to see what people are saying about you, and respond quickly if there's a problem. This article covers the basics of Twitter and ways your hotel can use Twitter to boost bookings and revenues. READ MORE

Marco  Albarran

Guests are in the pursuit of a great experience. In today's age, we are in a circumstance where we are comfortable and we enjoy many conveniences. Without a doubt, the opportunities exist here to ensure that we take our hospitality establishments to the next level, by being more in tuned with the concept of physical and psychological customer service, communication within department (via the use of technology, for example) as this can liberate the administrative task and have it more automated, while focusing more on the personal service we should traditionally be executing. READ MORE

Coming up in March 1970...