Common Mistakes in Hotel Planning Develo

8/16/2019 Common Mistakes in Hotel Planning Develo

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HTM SERIES

COMMON MISTAKES IN HOTEL

PLANNING, DEVELOPMENT

AND OPERATION

HOTEL DESIGN

August 2014

By Kai Schröter, General Director

© HTM Management Consultancy


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Common Mistakes in Hotel Planning, Development and Operation

HTM is pleased to introduce a new series

of Common Mistakes in Hotel Planning,

Development and Operation. This serieshas been prepared in support of owners,

developers, architects, designers and

project managers of hotels.

The following presents the most commonmistakes in Hotel Design. It outlines

frequent errors and omissions occurring

during the design process, which can have

long lasting negative impacts on the

property’s management, operation andreturn on investment.

Please subscribe to our regular updates at

[email protected].


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Hotel developments are different – they are very diverse and quite

complicated when compared to any other type of real estate investment

and property development. They involve complex and overlapping end-to-end processes, multiple stakeholders, considerable strategic planning

and decision making, extensive technical know how and specialist

experience in project management, operational equipment, technical

services, pre-openings, management and operation of hotels.

Hotel developments are risky – they are more time-consuming and

costly. By floor space, an average hotel can cost 3 times as much and

take 3 times as long to build. 6,500 different items go into a hotel –

about 20 into an office block. An average 5 star hotel requires 27

different consultants and around 10‐15% of the budget, the pre‐openingover 10%. Few owners have experience with hotels, few architects

specialize in hotel design and few project management firms know how

to manage hotel development processes.


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Hotel developments require specific know how – they frequently

attract financially potent owners with a background in various sectors –

real estate, banking, law, tourism and others, and with a great deal of vanity, but little experience in hotel development. This often leads to

wrong decision making in conceptualization, branding, design,

construction, management, operation…and the failure of the hotel.


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Hotel Planning

Common Mistakes in Hotel Market StudiesCommon Mistakes in Hotel Finance Studies

Common Mistakes in Hotel Property Evaluation

Common Mistakes in Hotel Property Site Selection

Common Mistakes in Hotel Investment Planning and Financing

Common Mistakes in Hotel Investment and Business LicensingCommon Mistakes in Hotel Conceptualization


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Common Mistakes in Hotel Branding

Common Mistakes in Hotel Architect Search and Selection

Common Mistakes in Hospitality Consultant Search and SelectionCommon Mistakes in Hotel Master Planning

Common Mistakes in Hotel Business and Operation Models

Common Mistakes in Hotel Operator Search and Selection

Common Mistakes in Hotel Management Agreement Negotiation

Common Mistakes in Hotel Technical Services Contract NegotiationCommon Mistakes in Hotel Project Planning

Common Mistakes in Hotel Capital Expenditures Budgeting

Common Mistakes in Hotel Furniture, Fixtures and Equipment Reserves


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Hotel Design

Common Mistakes in Hotel DesignCommon Mistakes in Hotel Access Design

Common Mistakes in Hotel Exterior Design

Common Mistakes in Hotel Interior Design

Common Mistakes in Hotel Operation and Work Flow Design

Common Mistakes in Hotel Public Area and Front-of-House DesignCommon Mistakes in Hotel Back-of-House and Staff Areas Design

Common Mistakes in Hotel Guest Room Design

Common Mistakes in Hotel Engineering and Technical Design

Common Mistakes in Hotel Food and Beverage Conceptualization

Common Mistakes in Hotel Food and Beverage Outlet Branding

Common Mistakes in Hotel Food and Beverage Outlet Design

Common Mistakes in Hotel Kitchen and Laundry Design

Common Mistakes in Hotel Landscape Design


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Hotel Development

Common Mistakes in Hotel Project Manager SelectionCommon Mistakes in Hotel Contractor Negotiations and Selection

Common Mistakes in Hotel Project Coordination and Implementation

Common Mistakes in Hotel Bill of Quantities

Common Mistakes in Hotel Quantity and Quality Surveillance

Common Mistakes in Hotel Construction and Site SupervisionCommon Mistakes in Hotel Site Safety and Security

Common Mistakes in Hotel Mechanical and Electrical Engineering

Common Mistakes in Hotel Utility Conservation and Environmental Protection


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Common Mistakes in Hotel Technical Services Coordination

Common Mistakes in Hotel Pre-Opening

Common Mistakes in Hotel Standard Operating Equipment BudgetingCommon Mistakes in Hotel Brand Development

Common Mistakes in Hotel Marketing, Sales and Public Relations

Common Mistakes in Hotel Human Resources Planning

Common Mistakes in Hotel Recruitment, Selection and Training

Common Mistakes in Hotel Testing, Commissioning and Handover


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Hotel Operation

Common Mistakes in Hotel Soft-OpeningsCommon Mistakes in Hotel General Management

Common Mistakes in Hotel Strategic Positioning and Pricing Policies

Common Mistakes in Hotel Brand Development

Common Mistakes in Hotel Marketing and Sales

Common Mistakes in Hotel Strategic Communication and Public RelationsCommon Mistakes in Hotel Promotion and Advertising

Common Mistakes in Hotel Sales and Marketing

Common Mistakes in Hotel Digital Marketing and Online Sales

Common Mistakes in Hotel Distribution Management

Common Mistakes in Hotel Customer Relationship ManagementCommon Mistakes in Hotel Revenue and Yield Management


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Common Mistakes in Hotel Human Resources Planning

Common Mistakes in Hotel Human Resources Management

Common Mistakes in Hotel Recruitment and SelectionCommon Mistakes in Hotel Training and Staff Development

Common Mistakes in Hotel Rooms Division Management

Common Mistakes in Hotel Food and Beverage Management

Common Mistakes in Hotel Operations

Common Mistakes in Hotel Customer Service and Guest RelationsCommon Mistakes in Hotel Finance and Accounting

Common Mistakes in Hotel Procurement and Purchasing

Common Mistakes in Hotel Revenue and Expense Forecasting

Common Mistakes in Hotel Operational Budgeting

Common Mistakes in Hotel Profit and Loss Analysis


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Critical Areas with Typical Design Errors

Hotel Access and EntranceHotel Exterior and Signage

Lobby and Public Areas

Front Office and Reception

Porter and Luggage Room

Elevators, Corridors and PantriesGuest Rooms and Bathrooms

Connecting Rooms

Disabled Guest Rooms

Restaurants and Bars

Room Service

Meeting Rooms and Banqueting Areas

Spa, Gym and Swimming Pool


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Receiving and Purchasing Areas

Cooling and Storage Facilities

Kitchens and LaundryManagement Offices and Staff Areas

Staff Entrance and Locker Rooms

Staff Restaurants and Canteens

Guest and Staff Nursery

Closed-Circuit Television SystemPrivate Automated Branch Exchange System

Heating, Ventilation and Air-Conditioning System

Water Supply, Treatment and Discharge System

Fire Safety and Sprinkler System

Main Frame Server and Computer System

Property Management System

Point-of-Sales System


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Top 10 Areaswith Most Design Errors in Hotels

1 Guest Rooms

2 Back-of-House

3 Guest Bathrooms4 Fabric and Finishes

5 Food and Beverage Facilities

6 Elevators

7 Function Rooms

8 Lobby

9 Entrance

10 Kitchen

Source: http://www.wgdarchitects.com/survey/results/results.html

The following pages present

only a few of the myriad of considerations which shall

be made in professional

hotel design. Most of them

seem like common sense,

but one would not believe

how frequent they are

disregarded.


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Common Mistakes in Guest Room Design

We can’t expect architects to know the nuances of operating hotels. So

why do we expect them to know how to best design a hotel room in allfacets and details?

Seems like ‘common sense’, but still happens all too often.


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Too Many Rooms Types and Categories

A common misperception is that having many types of rooms increases the

choice for guests, thereby widening the target market. The reality is, havingmany different types of rooms creates confusion and pricing issues, affects

marketing and sales, and limits the ability to accommodate large groups. At

the same time, it increases room cleaning, fit-out and maintenance costs,

eating up owner’s profits.

Unsuitable Ratio between Room Types and Categories

The ratio between the number of different room types and categories – e.g.

single, double, twin or triple room, standard, superior or deluxe room,

junior, family or executive suite, connecting rooms, disabled rooms, smoker-

and non-smoking rooms…depends on many factors, which the developer or

architect do not necessarily know. This can lead to the difficult situation,

where the owner is forced to choose between low occupancy or decrease of

room rates. A ‘Make or Break’ scenario.

Room Design | Some Examples of What Could Go Wrong

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Same Room Types and Categories with Different Configurations

The layout, configuration and fitting out of guest rooms depends on hotel

property dimensions, brand and operator standards, building design andbudgets, construction ratios etc. Without professional hotel advice,

mistakes are programmed and will lead to similar issues as before

mentioned – except that often the architect or hotel operator are blamed,

instead of the owner…

Room Design | Some Examples of What Could Go Wrong

i | l f h h ld d


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The hotel investor, developer or owner should provide the architect or

interior designer a detailed design brief , including the guest room

design standards to apply across all rooms, and tailored to each size andtype of room. The design must be driven by maximizing the guest

experience and comfort during their stay. The interior designer must also

keep in mind the efficiency of daily hotel operation, including the

streamlining of guest check in, housekeeping and minimizing of

maintenance due to wear and tear.

The owner should appoint a hospitality management consultant, who

will work hand in hand with the architect and interior designer during

the design phase, in order to minimize costly mistakes that would

negatively impact operations, create poor guest experiences and effect

profitability and return on investment.

Room Design | Some Examples of What Should Have Occurred

C Mi k i G B h D i


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The guest’s room experience is highly influenced by the quality of the

bathroom design. The configuration and fitting out very much depends

on factors such as hotel property, brand standards, target market,

guest preferences, owner’s budget and others.

The hospitality management consultant will support owner and

architects to make the right decisions.

Common Mistakes in Guest Bathroom Design

B h D i | S E l f Wh C ld G W


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Bathroom is Too Large

Inefficient room configuration creates a waste of space and money to

build and clean. Visually not attractive.Bathroom is Too Small

Even more important than the size of the bathroom is the efficiency and

practicality of design.

Shower or Bathtub?

Where are your guests from? France, Russia, Japan, Vietnam? Do theytravel for business or leisure? Do they stay for the long-term or short-

term? Choosing between a shower or bathtub depends on the answer to

these questions, and many more...

Towel Rack in the Wrong Location

Guests need to search or reach for the towel while dripping water all

over the floor creating a slippage hazard. Is your insurance policy up to

date?

Bathroom Design | Some Examples of What Could Go Wrong

B th D i | S E l f Wh t C ld G W


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No Electricity Socket for the Hairdryer

It wouldn’t be a problem if all your

guests were bald and didn’t need a hairdryer.

Bathroom Window without Blinds

Some people like privacy.

Insufficient Hot Water Capacity

This is a very common mistake and it isvery annoying for the guest. It also

solicits very expensive negative reviews.

Mini Bar in the Bathroom

This is never a good idea.

Bathroom Design | Some Examples of What Could Go Wrong

B th D i | S E l f Wh t Sh ld H O d


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Bathrooms need to be carefully planned and well designed. They need to

be a source of comfort, yet easy to clean and maintain. Lights, mirrors

and electrical outlets need to be carefully located so that they are alwayswithin reach and in the exact place that the guest would expect.

The interior designer must work closely with the hospitality

management consultant during the design stage in order to avoid costly

mistakes that will lead to difficulties in operation or a poor experience for

the guests.

Bathroom Design | Some Examples of What Should Have Occurred

C Mi t k i F d d B O tl t D i


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The profitability of the hotel’s food and beverage department depends very

much on functionality of operations, whereas owners and architects mostly

focus on form and design. Successful F&B businesses combine operational

functionality with aesthetic design. Factors must be considered such as

room numbers, house guests, walk-in guests, restaurant-, food and service

concept, menu, meal turnover, average covers, kitchen organization,

staffing….The hospitality management consultant will support owner and

architects to make the right decisions.

Common Mistakes in Food and Beverage Outlet Design

F&B O tl t D i | S E l f Wh t C ld G W


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Mismatch between F&B Concept and Design

To be successful and attract guest, F&B concepts need to be attractive

and unique. Design must represent this and be consistent. The architectand interior designer follow the hospitality concept, not the other way

round.

Poor Restaurant Layout and Work Flow Design

Inadequate design of F&B outlets by non-hospitality professionals with

severe results, such as poor food and service quality, low customersatisfaction, food and beverage hygiene problems, high F&B and

breakage costs, occupational hazards and work accidents, low staff

morale and high turnover etc.

Wrong Restaurant Layout versus Number of Rooms

Difficulties to render efficient service with long cues for breakfast, lunch

and dinner.

F&B Outlet Design | Some Examples of What Could Go Wrong



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Bad Buffet Design

Wrong location of lighting, selection of heights to display food offerings

and wrong location of electrical sockets, wrong buffet dimensions andcustomer flow, confused design of cold, hot and dessert stations.

Bad Bar Design

Inadequate allocation of space, cooling units, water and electricity

supply, equipment etc., resulting in decreased effectiveness, higher costs

Kitchen Design does not match F&B ConceptKitchen is designed too large or too small, layout and equipment are not

suitable with operational requirements, work efficiency is low. This

results in similar as before mentioned, problems with quality, consistency

and volume.

Inappropriate Kitchen Design and Installation

Kitchen design does not comply with international safety and hygiene

standards, leading to work flow problems, occupational hazards,

sanitation and pest problems…and ultimately to big headaches for

owners.




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Presence of Hazardous Areas

Kitchen staff facing risks on a daily basis. Better ensure that the

insurance policies are up to date.Inadequate Construction, Workmanship and Supervision

This needs to be aided by experienced hospitality project

professionals. Poor choice of materials and inadequate

installation will result in high safety and hygiene risks and non-

compliance with legal obligations.Wrong Installation of Electrical Sockets in Kitchen

Difficulties to properly use equipment or to follow cleaning

procedures.

Bad Design of Exhaust, Ventilation, Air-conditioning, Exhaust

and Grease Trap Systems

Incorrect temperature, unwanted odors, hygiene and pest

problems, low staff motivation.




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Lack of Emergency Light and Fire Systems

The fire safety license will not be granted, insurance policy will

be void and most importantly, the safety of guests and staff willbe compromised.

Clean Areas not Separated from Dirty Areas

Violation of forward flow principle and HACCP standards.

Wet Garbage Area not Separated from Dry Garbage Area

May be in breach of local regulations and pose fire safety andhygiene risks.


F&B Outlet Design | Some Examples of What Should Have Occurred


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The hotel owner should provide the architect, interior designer and

other contractors (kitchen) a detailed design brief , including the food

and beverage concept and design standards per outlet. Architect,interior designer and contractors should have prior hospitality project

and F&B design experience. The design must be driven by maximizing

guest experience and comfort, and at the same time maximizing

operational efficiency for employees and revenue generation.

The architect and interior designer must work hand in hand with the

hospitality management consultant during the design phase, in order to

minimize costly mistakes that would negatively impact operations and

create a poor guest experience.

F&B Outlet Design | Some Examples of What Should Have Occurred

Common Mistakes in Lobby and Public Area Design


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Common Mistakes in Lobby and Public Area Design

The hotel entrance and lobby are the face of the hotel, and owners and

architects pay rightly so much attention to it. However, layout and design of

this highly functional requires managerial and operational understanding of

hotels. A ‘chic’ and luxury lobby are a waste of money, if inadequate designof reception and other crucial areas cause long queues and waiting of hotel

guests…

The hospitality management consultant will support owner and architects

to make the right decisions.

Lobby & Public Area Design | Some Examples of What Could Go Wrong


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Size of Seating Area not in Proportion to Room Inventory

Crowded lobbies with long cues and lack of seating result in poor guest

perception.Inadequate Available Parking Bays

Need to ensure that local regulations are followed by the architect.

Parking not Available for Physically Challenged Guests

This is very important to be able to offer as well as ramps to access

buildings.Poor Lighting in Parking Areas

Safety and security risks.

Insufficient and Poorly Illuminated Signage

Guests will have trouble finding their way around the property. Poorly

lit signage is a common mistake.




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Insufficient Electrical Sockets and in the Wrong Location

Operational difficulties especially for cleaning procedures.

Under- or Over-building Rather than Utilizing Space ProductivelyWide and under-built spaces are unproductive and do not generate

revenue, but can make all the difference between a profitable or

unsuccessful hotel. Crammed and over-built spaces look tight and

messy, can effect guest experience and revenue. The hospitality

consultant possesses the specialist knowledge and operationalexperience to develop the right concepts for maximizing use of space

and revenue, the owners or architects do not.


Lobby & Public Area | Some Examples of What Should Have Occurred


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The Lobby and Public Areas need to be

carefully planned and well designed. These

areas will not only increase revenue, butalso improve the quality of work for all

staff.

The architect must work closely with the

hospitality management consultant duringthe design phase, in order to avoid costly

mistakes that will lead to difficulties in

operation or a poor experience for the

guests.

Lobby & Public Area | Some Examples of What Should Have Occurred

Common Mistakes in Elevators and Corridors Design


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Common Mistakes in Elevators and Corridors Design

The correct design and location of elevators and corridors will considerably

improve the mobility of guests and staff.

Elevator & Corridor Design | Some Examples of What Could Go Wrong


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Elevator & Corridor Design | Some Examples of What Could Go Wrong

Lack of Guest Elevators

Long wait times will negatively affect the experience of guests.

Wrong Location of Elevators and Goods LiftsSlows down operations and causes decline in service standards.

Elevators too Close to Guest Rooms

Guests will complain about noise, especially early in the morning when

housekeeping staff move around their trolleys.

Poor Lighting in Corridors and PathwaysSafety and security risks.

Inadequate Room Signage

Proper allocated and visible room signage is appreciated by guests.

Lack of Elevators near Key Outlets

Guest facing difficulties to access areas especially at peak times.

Elevator & Corridor | Some Examples of What Should Have Occurred


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Mobility flows will be affecting daily operations of staff and the

experience for guests. The architect should be warned about the

potential pitfalls and have a thorough understanding of the function andlocation of each area.

Elevator & Corridor | Some Examples of What Should Have Occurred

Common Mistakes in Back-of-House Design


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The Back-of-House Areas are the heart and muscles of the hotel. Bad

design without support from hospitality professionals will seriously

affect daily operation.

Common Mistakes in Back of House Design

Back-of-House Design | Some Examples of What Could Go Wrong


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Inadequate Supplier Entrance and Receiving Area

Either no existing separate back-of-house access for daily hotel supply

or an access to close to public and guest areas will seriously effect hoteloperation and guest experience.

Inadequate Staff Entrance and Lack of Staff Facilities

No suitable staff entrance, access control, staff changing areas and

facilities, staff canteens will result in problems with grooming standards

and staff motivation.Inadequate Storage Space

Maintaining minimum stocks will forever be a challenge.

Wrong selection of Materials for Walls, Floors, Windows and Ceilings

Permanent problems of humidity, ventilation, cracks in the masonry

and slippery floors.

Lack of Water Points and Drainage in Storage Areas

Staff will not work efficiently and will fail to follow cleaning, health and

hygiene procedures.

Back of House Design | Some Examples of What Could Go Wrong



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Insufficient Garbage Collection Space or in Wrong Location

Too small, too far, too close, not safe or not clean – all recipes to invite

pest, hinder effective operation or receive guest complaints.Missing Linen, Uniform and Laundry Room

The housekeeping manager will have trouble to keep linen standards

and organize staff to meet operational needs.

Insufficient Working Space for Housekeeping Department

Problems to store linen, baby cots, extra beds and trolleys in closeproximity to the rooms.

Insufficient Departmental Office Space

The head’s of department will be obliged to work in improvised offices

far from the workflow and with inadequate loose furniture.

No Separate Staff Elevators

Hotel employees will use guest elevators or have to walk stairs. Not only

unsuitable for international standard hotel, but also detrimental to

operational costs and guest experience.




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Inadequate Hotel Technical Systems

Design not in line with professional hotel standards in terms of sewage

treatment, fire, air conditioning, grounding, lighting, rain waterharvesting, generator and gas. Will not only cause trouble with local

authorities, but even bigger troubles in operation.

Hot and Cold Water Capacity Issues

Guests experience an unpleasant surprise during their morning shower.

Inadequate TV, Camera, Background Music, Telephone, Computer andAudio Visual Systems

Bland experience for guests.


Back-of-House | Some Examples of What Should Have Occurred


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The owner, architect, engineering consultant and project manager shall

work and cooperate closely with the hospitality management

consultant from an early stage on to avoid costly errors

Back of House | Some Examples of What Should Have Occurred

Common Mistakes in Spa, Gym and Pool Design


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These areas are especially important for guests who are looking for

getaway and leisure trips.

Common Mistakes in Spa, Gym and Pool Design

Recreation Areas Design | Some Examples of What Could Go Wrong


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Inadequate Gym Design

Many hotel gym designs resemble fitness studios without warmth or

charm.Inferior Spa and Gym Equipment

Equipment fails to meet expectations of guests and standards of the

brand.

Missing Light Dimmers and Sound System in Treatment Rooms

Negatively impact the experience of guests.Insufficient Space for Lockers

Complaints from guests.

Insufficient Furniture in the Pool Area

The purpose of these areas are rest, relaxation and leisure for guests so

overcrowding should be avoided.

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Recreation Areas | Some Examples of What Should Have Occurred


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The interior designer should be provided with a detailed design brief,

including the concept for the spa and sports/recreation areas, as well as

the design standards for each area. The design must be driven bymaximizing guest experience and comfort during their stay as well as

streamlining the operation for all employees.

The architect must work closely with the hospitality management

consultant during the design phase, in order to avoid costly mistakesthat will lead to difficulties in operation or a poor experience for the

guest.

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Contact


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HTM Management Consultancy

Head Office Hanoi

No. 2, Alley 236/ 7, Au Co Street

Tay Ho District, Hanoi, VietnamE-mail: [email protected]

Website: www.ht-management.com

Telephone: +84-4-3719 1850/1

Facsimile: +84-4-3719 1849

Branch Office Ho Chi Minh City

SITC Building, 2nd Floor, Room 209-210

311-319 Gia Phu Street, Ward 1

District 6, Ho Chi Minh City, Vietnam

E-mail: [email protected]

Website: www.ht-management.com

Branch Office Danang (October 2015)Branch Office Phnom Penh (June 2016)

Branch Office Vientiane (June 2017)

Branch Office Yangon (October 2017)

Documents

Common Mistakes in Hotel Planning Develo