What do your design theme and your AAA/MOBIL ratings have in common? Is there any connection between the two? Since both are statements of your property’s image, I believe they should send the same message. Your design theme can have considerable influence on the way guests see the property and on the way inspectors rate it.
Where does your design theme begin? At the front door? In the parking lot? What does it include? Where does it end?
I suggest that it should begin with a potential guest’s initial contact with your property, and encompass every aspect of the operation. It might even include your advertising material, photos, media kits, etc. It should include staff attire, the exterior, and of course the interior, from lobby atmosphere to guestroom decor and furnishings.
Consistency is a key element. Imagine room service dinner in an exquisite and authentically historic suite. The food is elegantly and artistically prepared, presented by a true professional with the most personal and attentive service. The atmosphere created by candlelight, romantic music, and an excellent choice of wine approaches perfection, and is conducive to a truly memorable dining experience.
All this can be severely denigrated by the presence of a cheap wooden tray or a room service cart that looks like it was borrowed from the local hospital. Such inconsistencies can impact both guests’ and inspectors’ decisions about your property.
Design excellence and consistency do not always have to be prohibitively expensive. An objective and professional assessment of your current design may reveal opportunities for small changes that can help you achieve both guest satisfaction and ratings goals. You may even be able to create a “signature look” that sets your property apart for less than you thought.
Whatever your design theme, it should be one that enhances both the guests’ impressions and the ratings potential.
Harry Nobles Hospitality Consulting
|Also See:||Attitude Can Make the Difference / January 2001|
|How Should Casino-Hotels be Rated? / Dec 2000|
|Does AAA Rate Resorts Fairly? / Nov 2000|
|Is Your Property Suffering From Design Deficiency? / Nov 2000|
|The Future of AAA Ratings / September 2000|
|What Is Your Optimum AAA Rating / August 2000|
|If You Disagree With Your AAA Rating…../ June 2000|
|Are AAA Ratings Always Accurate and Objective / May 2000|
|Creating Atmosphere / Jan 2000|
|What is "Atmosphere"? / December 1999|
|Maintaining Your AAA Rating / Nov 1999|
|Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult? / Oct 1999|
|Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999|
|Consistency: The Hallmark of a Fine Hotel / September 1999|
|Who Should Train Your Employees / Aug 2000|
|Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998|
|Key to Success: Training + Follow-Up / June 2000|
|The Legend of the Pineapple / Harry Nobles / Feb 1999|