Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
The hotel lobby serves as more than just a waiting area; it’s the heart of the hotel, where first impressions are made and lasting memories are created.
As guest expectations evolve, hotel lobbies must also transform to meet the demands for comfort, technology, convenience, and leisure. Updating hotel lobbies to enhance the guest experience also allows hotels to reflect and reinforce brand identity, an essential component of marketing for repeat visits.
It helps to consider a hotel lobby as an extension of guest living space. This bonus area is another feature that guests rely on to relax, unwind, or do some work. Now that working remotely is common practice and the emphasis on mental health is more pressing than ever, a lobby can make or break a trip.
Besides acting as an important focal point and first impression, the lobby is sometimes the only rest stop guests have outside of their room (especially if the weather doesn’t allow for a sun-drenched disco nap or cocktail by the pool).
Hotels should rethink their lobby strategy to develop deeper, lasting relationships with guests. From minor rejigging to total overhauls, lobbies must stay current with lifestyle trends. Guests deserve the best, so here’s how hotels can map out a space that works for every type of guest.
One of the simplest yet most effective ways to establish a welcoming atmosphere is by incorporating comfortable reading and relaxation nooks. These spaces can be designed with plush armchairs, soft lighting, and small side tables, encouraging guests to unwind with a book or their devices. Stocking a mini library with books available to borrow is an added bonus guests will appreciate.
Consider discreetly integrating charging stations into furniture to cater to the tech-savvy traveler. A cozy corner with a coffee table, charging station, and a selection of magazines or local literature entice guests to linger longer, turning the lobby into a social hub.
Transforming a portion of the lobby into an elegant bar encourages social interaction and increased sales, whether guests unwind after a long day or mingle with fellow travelers. Offering signature cocktails and a curated selection of local wines can create a unique experience that reflects the region’s culture. Bars should strongly consider selling wine or beer flights from nearby vineyards or breweries to bring awareness to points of interest around the area.
A light bite menu to complement drink offerings is a must. This can be particularly appealing during happy hour or special events, encouraging guests to spend more time in the lobby and possibly stay for dinner service.
Art can be a powerful way to connect guests with the local culture. Collaborating with local artists to display their work beautifies the lobby and supports the community. Rotating art exhibits can keep the space fresh and give guests something new to explore during each visit. Selling art enriches a connection with the community while providing additional shopping outside of the typical souvenirs.
In addition to visual art, hotels can incorporate digital displays that showcase upcoming local events, attractions, and cultural festivals – or even digital art and light installations. Sculptures also add a sophisticated ambiance.
Gone are the days of the impersonal concierge desk that feels more like a barrier than a service point. Instead, consider an open, interactive concierge station where staff can engage with guests more fluidly. An area equipped with tablets that display real-time information about local happenings, reservations, and transportation options allows guests to explore independently.
An updated concierge experience should prioritize personalization. Staff should be trained to offer tailored recommendations based on guest preferences, ensuring that every interaction feels warm and welcoming. Even a simple bulletin board with curated flyers for local events can provide a breath of fresh air for tourists desperate to find something to do. This twist on the age-old pamphlet tower engages guests without the clutter.
Incorporating real plants and foliage can transform a lobby into a tranquil oasis. Hotels should opt for low-maintenance, native plants that require minimal upkeep while providing maximum aesthetic appeal. Hanging planters or vertical gardens saves space while adding greenery to the design and pulling the eye vertically, creating more upward space.
The presence of plants improves air quality and instills a sense of calm and serenity, making the lobby a more inviting space for guests to relax. Integrating natural materials, such as wood and stone, into decor can further enhance this connection to nature.
Lobbies can contain distinct zones or ” pods ” to cater to guests’ needs. These areas can offer different atmospheres, from quiet corners for business travelers to more vibrant sections for families. Partitioning elements, such as stylish screens or furniture arrangements, easily create intimate spaces that offer privacy without isolating guests completely.
These segmented areas can accommodate solo travelers and groups, allowing for various activities – from work to socialization. Thoughtful lighting can also help define each space while maintaining a cohesive overall design. Research colors, lighting options, and accents that signal to guests a separate space for hanging out, answering emails, or sipping on a glass of pinot noir.
Holiday decorations can instantly put guests in a great mood, but executing them modern and inclusively is essential. The lobby atmosphere needs to reflect the diversity of your guests. Instead of traditional decorations that may not resonate with everyone, consider a more subtle approach that celebrates various cultures.
Using warm, neutral tones with seasonal elements like pinecones, evergreen garlands, or simple candle arrangements can create a festive feel without overwhelming the senses. Ensure that decorations are adaptable, allowing a seamless transition from one holiday to the next.
A thoughtful, well-designed hotel lobby is essential for creating memorable experiences. By incorporating inviting nooks, elegant bars, unique art, and modern concierge services, a lobby can transform from a mere entryway to a dynamic social space.
The goal is to create a shared environment where hotel guests can connect, relax, and enjoy their visit, making the hotel not just a place to stay but a destination in itself.
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