Mr. Bell

Development & Construction

Hotel Lobby Renovations: How to Minimize Guest Disruption

By Rollin Bell, Founder / CEO, PCM Construction

Hotel renovations are on the rise. According to a report issued by accounting firm PriceWaterhouseCoopers, U.S. Hotels spent a total of $3 billion renovating and upgrading guest rooms and public spaces in 2004. Of this spending, a large percentage was devoted to major structural renovation activities. In its biannual Lodging Survey which includes responses from more than 2,150 hotel managers and owners, the American Hotel and Lodging Association reported that nearly 90 percent of participants said to be planning major structural renovations in the coming year.

Certainly there are many benefits to a hotel renovation. The design and construction of a new lobby or common area can help reposition an aging property or create interest among a new segment of guests. For other properties, a renovation could simply be a way of reinforcing an existing brand with a more contemporary look. Regardless of the strategic goals, a renovation can create long term value for a hotel and its shareholders.

By focusing too much about the future benefits of a renovation and not enough about the guest experience during the process itself, hotel executives risk undermining the customer goodwill they are working hard to create. Dust, noise, and even the unsightly aesthetics of exposed building materials will have a negative impact on the way guests perceive your hotel - and more importantly - how they will communicate their experience to friends, family or even hotel rating Web sites where their comments will live indefinitely.

Communication and Planning

Critical to the success of your hotel renovation project is communicating with guests about the timing and nature of the construction work. One way of accomplishing this goal is to keep your staff informed about the progress of the renovation efforts and encouraging them to share information with guests. Clear signage should also be used on the job site to highlight areas under construction and restrict access to parts of the hotel that may present a danger to your guests. By keeping your guests in the know about project milestones and other activities that could be potentially disruptive ahead of time, hotel executives can better manage expectations and reduce potential complaints down the road.

In addition to a strong communications strategy, it is important for hotel executives to become actively involved in the construction planning process. I was recently reading through a series of comments posted on a popular hotel rating Web site and was shocked to learn about one particular lobby renovation that happened in late December. The timing of the renovation wasn't what surprised me but rather the fact that more wasn't done to manage the climate of the lobby during construction. Apparently, the contractor insisted that the doors to the outside had to remain open while the renovation was in progress.

Guests reported that it was so cold inside the lobby that the front desk clerks wore hats and scarves to keep warm. The guests also claimed the temperatures in other parts of the hotel, including the hotel restaurant, were so unbearably cold that nobody could enjoy their meals. Had the contractor thought about using space heaters? Could hanging door flaps been used to help minimize the flow of cold air?

Often, it is the small details of a renovation program that have the biggest impact on the guest experience. While hotel executives may understandably be facing major schedule constraints to complete a renovation project, the time spent planning every phase of the job and how it will impact guests is always time well spent. This process will help uncover potential problems before they occur.

Noise Control

Construction noise is almost an inevitable part of any hotel renovation project. While there may not be a way to completely eliminate noise during construction, one method for minimizing the impact noise will have on the guest experience is to schedule activities that will create the loudest noises during off-peak hours. For example, if most check-outs occur around 11:00 a.m. and check-ins don't begin until 3:00 p.m., you should consider scheduling noisy activities like drywall erection and framing and roto-hammering/chip-hammering during this window of time.

Another technique for reducing the impact of noisy construction projects on the guest experience is the application of white noise in surrounding interior spaces. White noise includes a broad frequency of tones that can partially "drown out" loud construction noises. Carpets, drapes and other materials on site can also help absorb loud construction noises although time required to set them up may actually end up delaying the completion of the project. If you expect certain times of the day or phases of the project to be especially noisy, a good practice is to inform guests about work hours ahead of time.

Contain Dust and Moisture

Anyone who has been around an interior construction site knows that renovation projects can produce a high volume of dust. Left unchecked, dust can travel throughout a hotel and make life pretty unbearable for guests, particularly among families traveling with small children or those who suffer from allergies. To help minimize the impact of renovation dust on guests, hotel executives and the contractors they work with should look for ways to contain dust to those areas only where work is being performed.

To help reduce the movement of dust, seal unnecessary openings including openings in walls, floors, and ceilings that separate conditioned space (heated or cooled) from unconditioned space. Pay special attention to areas around pipes and wires where openings may exist during the renovation process. These areas are particularly susceptible to dust, mold and moisture that can build up and potentially spread to other parts of your hotel and create long-term damage.

Minimize the Impact of Paints and Chemicals

Paints, finishes and other chemicals treatments are not uncommon for hotel renovation projects. While these treatments may in fact result in beautiful new surfaces, the fumes can range from uncomfortable to hazardous from the perspective of your guests. To make sure that the fumes from your renovation project do not take over your hotel, it is important to develop a strategy for minimizing the impact of paints and chemicals along the way.

If solvents, cleaners or other potentially toxic chemicals are spilled onto the floor, they should be cleaned up immediately. Should a spill occur on an easily replaced building material, a good practice is to simply discard and replace the materials. Odors from significant spills can linger sometimes for years, causing comfort and health problems for the future occupants of the hotel.

Another priority is to ensure your hotel receives a continuous supply of clean air to occupied areas during your hotel's renovation. Before starting your project, locate outside air intakes and determine that louvers are working correctly, are open and unobstructed. Fans should be set to the "ON" setting to provide a constant supply of fresh air and help dilute the build up of paint and chemical fumes.

In Summary

As the number of hotel renovations continue to climb, it is important for hotel executives to implement practices that will help minimize guest disruption. At the outset of the project, it is important to think about communications strategies for keeping guests in the know about project developments and restricted areas. The communications strategy should be followed by sound project planning. During the planning process, think about how particular aspects of the job will impact your guests and try to create solutions that will maximize their comfort along the way.

Noise, dust, moisture, chemicals and paint will all have an impact on the guest experience during your hotel renovation project. While you may not be able to eliminate these factors, there are different practices you can use to minimize them. By scheduling noisy activities to occur during off-peak hours and using noise absorbing materials, hotel executives can help reduce guest disruptions. Sealing vents and openings around your construction areas is another effective method for reducing the transmission of dust while addressing spills and managing air flow can help offset the impact of uncomfortable fumes in your hotel.

Hotel renovations can create tremendous value for your property and help build long-term brand equity among customers. While a temptation exists to focus on the results of the renovation, it is important not to forget about the guest experience during the process. By looking at the project from the perspective of your guests and thinking proactively about how to best minimize guest disruptions, hotel executives can help improve the guest experience in the short term and reinforce long term relationships.

Rollin Bell is founder and CEO of PCM Construction, a full service general contractor serving the Washington, D.C. and Baltimore regions. PCM provides interior construction and other design/build services. Mr. Bell is a 2006 Ernst & Young Entrepreneur of the Year finalist and serves on the board of BAPS Imagination Stage, an organization committed to making the arts accessible to all children regardless of their physical, cognitive or financial status. He is a contributor to several charities including The Cystic Fibrosis Foundation. Mr. Bell can be contacted at 301-595-3700 or rbell@pcmgc.com Extended Bio...

HotelExecutive.com retains the copyright to the articles published in the Hotel Business Review. Articles cannot be republished without prior written consent by HotelExecutive.com.