Ms. Willis

Furniture, Fixtures & Equipment

Renovation 101: Tips for Minimizing the Impact on Your Budget & Guests

By Kalen Willis, Senior Interior Designer, Hatchett Hospitality

Hotel renovation is on the rise. There are many reasons, but chief among them are:

• brands are issuing Property Improvement Plans (PIPs) for properties that have recently been neglected.
• banks are acting to enhance the value of assets they have foreclosed on.
• owners of older hotels are trying to stay competitive with newer properties. And
• that in today’s economic climate, financing is easier for a new look than for new construction.

While the end result of a renovation is almost always satisfying, getting the project done can be hard on a hotel – fiscally and physically. So how can you manage the challenge in a way that minimizes the strain on your budget, your staff, and your guests? Consider these suggestions:

The Required vs. The Recommended

Most brands have some version of a Property Improvement Plan (PIP) or “Refresh Program” that is activated every few years for each property. Typically, there is a list of items that the property is required to revamp and another list of items that are recommended.

Evaluate the recommended items carefully, because doing some of them now is often more economical than doing them later. For example, let’s say you’re required to replace casegoods, draperies, bedding, and wall covering in guest rooms now but not the carpeting.

When it does come time to replace carpeting, you’ll have to pay to move all the furniture again and you’ll risk damage to various items in the room, maybe to the point of replacing certain things – so perhaps deciding to invest in the cost of replacing the carpet now is indeed a smart business decision.

Similarly, you may be required to recarpet first floor corridors but not upper floor corridors. Yet those upper floor corridors will have heavy traffic as guest rooms are renovated, making that carpet look even older in comparison to the newly re-done guest rooms. Perhaps doing all the corridors at one time is more economical thanks to the better pricing of a larger product purchase and a single installation – and it’s certainly more convenient.

Where To Spend Your Money Wisely

Three main target areas will refresh your hotel immediately and cause guests to take positive notice – the lobby, the beds and bedding, and window treatments.

1. Lobby – It typically takes a person as little as three seconds to gain an impression and form an opinion, which is why your lobby is so important in creating a welcoming atmosphere that properly represents your property, your brand, and your geographic region. Modern lobbies tend to be uncluttered, easy-to-navigate, and multipurpose with space that can serve as a living room, business center, meeting place, and dining area. Bed & Bedding – People check into a hotel for a good night’s sleep, so they expect a comfortable bed. Higher quality mattresses with denser, stronger coils will last longer, while thick pillow tops will add comfort for guests.
2. Bedding- The average hotel mattress needs to be replaced every 7 to 10 years, primarily because the top comfort layers become compressed. A removable mattress top allows top layers to be cleaned and replaced easily, which almost doubles the useful mattress life at a very reasonable cost.
   
   Updating your bedding package can quickly update your property and brighten the ambience of a guest room. For example, the white bed with a color or patterned accent scarf is popular with many brands. Instead of the more traditional throw style, consider using a coverlet or duvet with a fitted bedskirt or boxspring wrap. Use comforting, heavier textures for the top of bed, while reserving colors and bold patterns for accent pillows and foot scarves.
3. Window Treatments – Like bedding, drapes can change a room quickly and dramatically. Draperies typically are of the guest room items that last the longest, so make your selections carefully.
   
   For example, in most situations it’s best to avoid large, bold, and multi-colored patterns because they tend to go in and out of fashion in short cycles. By contrast, simple treatments with clean lines – such as French pleats, ripplefolds, tailored valances, and straight cornices – will maintain their sophisticated look for a long period of time.
   
   As an upgraded amenity, consider using motorized roller shades, roman shades, or draperies. Several reasonably-priced systems are available that operate by switch or remote control – or even simply a tug for guests who don’t realize the window treatment is automated. Convenient computer programming is available to close window treatments in vacant rooms as a way of reducing energy costs.

Your Staff & Your Guests

Regardless of the scope for your renovation work, the goal is to return rooms to service as quickly as possible – and to prevent guests from feeling as if they’re staying in a construction zone. Do it by planning, communicating, and managing.

• Plan
  Coordinate with your architect, project engineer, and FF&E designer so you renovate in stages. Determine the shipping, receiving, and installation schedule for various products, then expedite areas that can return revenue contribution as soon as possible. My employer, Hatchett Hospitality, operates its own trucking firm and staging warehouse, which means products can be controlled for both date and sequence of delivery. In addition, having an off-site warehouse minimizes the number of storage containers on your property.
  
  Be sure that finished areas are not exposed to unnecessary construction traffic and dirt from areas still being worked on or you’ll undo the work done and money spent.
  
  Limit work to daytime hours so you don’t have to pay overtime to workers and so work is done while the lowest number of guests are on the premises.
  
  Arrange substitute guest facilities such as a pool, gym, and business center – and offer a shuttle bus service to the off-site locations of these services, if necessary.
• Communicate
  Keep your staff informed by sharing plans completely, continually, and candidly – perhaps daily with senior managers and weekly with all employees. They interact with guests every day, so prepare them to answer questions and to provide helpful information.
  
  Keep your guests informed – most travelers are willing to put up with some inconvenience if they understand the facts and are treated with courtesy. For example, put a notice on your website; provide an explanation letter at check-in as well as when sending a confirmed reservation; and use many on-site signs.
  
  When appropriate, use the renovation as a marketing tool – namely, to explain how the hotel will be improved when the enhancements are complete. This can be especially valuable in gaining loyalty with repeat travelers.
• Manage
  Daily housekeeping of work areas is essential for both appearance and safety, so stay ahead of site upkeep and maintenance. For example, use partitions to separate guests from workers and dirty areas from clean areas; have designated storage for incoming material and outgoing debris; and create a “buffer zone” by having rooms which are adjacent to the construction be the last ones rented each night.
  
  Establish a compliant procedure, especially for handling special or emergency attention. Train employees to spot problems and empower them to resolve matters – perhaps with a free drink, an upgraded room, or a discounted future stay.

If you decide to reduce rates during the renovation, use this as a promotional incentive with online travel sites. Some travelers may resent paying full price while a renovation is underway, but those who shop for bargain usually have a different set of expectations for their hotel stay.

Summary

Today’s travelers are technology-savvy when making reservations. They go online to access views and guest reviews about a property they are considering – they want to see the amenities that make your hotel different and they want to read about the experiences of previous visitors.

A renovation gives you a valuable visual competitive advantage – first to attract guests with attractive pictures of your property and then to provide an atmosphere of modern, comfortable accommodations when those people arrive. For the renovation results you want, select a full-service turnkey FF&E supplier who can eliminate the headaches you don’t want. This enables you to focus on running your business – and on minimizing the impact of the renovation on your budget, your staff, and your guests.

At Hatchett Hospitality, Kalen Willis specializes in interior design for the hotel industry, with responsibility for project design, pricing, and management. She works with franchisers and franchisees on a wide variety of hotel brands, styles, and themes – from economy to luxury, from resort to business conference, and from traditional to modern. Her approach to the design of a project is driven by the target audience and by the end-use of the space. She believes that beautiful surroundings enhance our state of mind and enrich our lives. Ms. Willis can be contacted at 866-783-5980 or kalen.willis@hatchetthospitality.com Extended Bio...

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