Client satisfaction nowadays is a major stake for hotels and serviced apartments alike. With more and more travellers providing feedback on their stays through online platforms and future clients increasingly relying on these comments to make decisions on their bookings, in fact, ignoring the clientele’s expectations has become impossible and irrational.
The good news is, investing on interior design is a fabulous way to make clients feel good and welcomed. Hence, investing in design inspection services is a great way for hotel and serviced apartment managers alike to make sure that all the details are perfect.
Fact: many hotels with poor interior design create bad customer experiences
A quick look on the most common hotel & serviced apartment ranking websites shows it: interior design has a role to play when it comes to customer experience.
There are two main sources of poor customer experience when it comes to hospitality services. The first, clearly, relates to the service that is offered to the clients. For instance, bad food, lack of attention, rude staffers… Things that make the client feel like the place is poorly ran, in sum.
The second source of dissatisfaction relates to the atmosphere and to the comfort of the place itself. Simply put, the design, the decoration and the attention to details demonstrated by the hotel & serviced apartment’s management make a major difference because these details are the ones that count when the customer needs to feel good, either like at home or, in high-end places, better than home.
Interior design is an hotel & serviced apartment manager’s best friend.
As obvious as it sounds, travellers do want to find hotels where they can feel home and where they will be treated with the greatest care. And the same rule applies, of course, to serviced apartments where longer stays require even more attention to details. In other words, interior design is the hotel & serviced apartment manager’s best friend.
Quality interior design has the power to make the difference. It makes the place look great, starting with the reception and lobby area where the guests spend the first and last minutes of their stay. Lobby design, in other words, is the first and last chance to make a good impression. Yet, it is way too often neglected.
The same, of course, applies to the restaurant area of the place (if any) where poor design would typically give the guests reasons to have lunch and breakfast outside. To the opposite, welcoming restaurant zones constitute an impressive way to attract clientele, guests and simple visitors alike.
It applies, more than ever, to the rooms, where the guests would spend most of their stay. For instance, non-matching and damaged furniture send the signal that the place lacks attention. A disproportionate room – either too big or too small – sends the message that something is wrong, especially the price. Missing pieces of furniture – like an extra seat in a large room – finally, suggest that something is missing. Simply put, attention to details is not only essential, it clearly pays.
Moving out of the comfort zone
The hotel & serviced apartment design inspector services by My Homy Place are about dealing with all these points.
Making a design inspection however requires moving out of the hotel manager’s comfort zone. It first requires getting clear on the business’ positioning. What is the category of the hotel or serviced apartment? Are the clients of the serviced apartment actually enjoying a fully usable flat service as they would expect? Is it the desired one or is the management looking to move up in terms of ranking? How is the hotel doing in terms of room occupation? Is that in line with the management’s financial expectations? How are competitors doing?
It then implies assessing feedback, particularly the bad… With multiple hotel booking sites now being available, reputation largely depends on comments. Hence, assessing to what extent bad design is a source of bad feedback is important. It is, in fact, the best way to see what is going wrong.
Making a design audit
Hotel & serviced apartment design inspection services by My Homy Place are therefore about making a design audit.
This includes thinking about the story that the hotel manager wants to tell his customers and about the various ways available to create a strong relationship – thanks to interior design – between the story and the hotel.
This includes, also, various levels of design inspections, aimed at checking and double-checking the quality of the service offered to the final customer. For instance, does the design of the place match the quality standards sought by the management, are there enough electric plugs to make the room usable, is there enough equipment and furniture in the room to make guests feel as good as home or, if the hotel manager’s goal is to level its service up, to make guests feel special and better than home.
So… if you are managing a hotel or serviced apartments, do not underestimate the impact of interior design!
Competition has become very hard lately when it comes to hotels and serviced apartments. With guests now leaving feedback on their stays and future clients increasingly relying on comments to book their future stays, therefore, it has become essential to make sure that the customer experience is maximised.
Interior design is a great way to maximise experience and simple tools are available to make sure that the service is adequate and matches the client’s expectations. Depending on your budget and needs, various levels of design inspection services are available, just get in touch!
Let’s design our interiors and enjoy ourselves, anywhere!