In March 2003 we published an article entitled �Our Favorite Hotel."  That article was prompted by the most frequent question we get from clients and friends.  Now we think it is time to address the next most frequent question: �If we could design our dream hotel, what would it look like?�  We are about to find out.

The timing of this article coincides with our latest project; we have recently begun work on a small Caribbean resort hotel.  The owner/developer has instructed us to create a �one of a kind� destination in which the tangible and the intangible elements blend to give the guest an unforgettable �once in a lifetime� experience. 

We are free to pick and choose the best features of the existing hotels and merge them into one spectacular establishment, hopefully with some new touches.   So, let�s begin. 

First is location. This is a cooperative effort so we must be open to compromise. One of us prefers mountain scenery while the other likes a beachfront setting. Our client has picked a secluded site on a scenic mountain near the beach that exceeded our requirements.

We do agree on the need for extensive recreation facilities, but we often disagree on the best type of recreation.  While one of us wants swimming, fishing, boating, spa services, etc. etc., the other prefers a cigar bar, a chaise lounge on the balcony, and cable TV.  No need to compromise here; all should be available and the guest can choose; we are making sure the guests have ample choices.

Decor is a no-brainer.  Rooms and public areas will be consistent with the property�s surroundings and overall theme.  Furnishings will complement and enhance the concept.

Food & Beverage outlets will offer a choice of fine dining and casual in separate rooms; we both dislike outlets that try to be all things to all people; they always fail.

Amenities, like decor and furnishings, will reflect the property theme and image.  We will develop a signature amenities package unique to the geographic location and cultural/historic aspects; a signature that immediately tells you where you are and clearly identifies the property.  Like maple syrup if you are in a Vermont ski resort or cactus flower soap in an Arizona spa.   The turndown treat on your pillow will definitely not be the standard piece of chocolate. 

Once we have designed the physical facilities that will assure maximum guest satisfaction, we will develop service standards and a delivery system to complete the equation.  Our services program will be grounded on simplicity and will focus on the basic rules of etiquette.  After all, consistently superior guest service is not rocket science; actually it may be even more difficult and complex.   It just looks simple and easy when truly hospitable and dedicated employees treat every guest in a very special and personal way. It becomes memorable when it happens every time guests and employees interact. 

This is why we always encourage clients to hire employees with people skills, and then teach them the required technical skills.  We believe this approach greatly improves a hotel�s chances of providing the ultimate in guest satisfying service and creating the most memorable guest experience.  The key factor is always people; caring and competent people to take care of your guests.  People really do make the difference.  Our client is already recruiting people who will the difference.

We have tried to combine the optimum mix of luxurious physical attributes and  flawless guest service into an experience that will make guests want to extend their stay, entice them to return, and ensure they tell their friends.  In few months, we will know if we have realized our dream by helping others realize their dreams.