Renovations are an important part of a hotel’s life cycle. There are many reasons to renovate: updating design and décor, repairing wear and tear, improving technology, and complying with new brand standards. Unfortunately, most hotels still have to remain operational during renovations in order to continue gaining revenue. This means risking an unpleasant experience for guests. Although some things can’t be avoided when renovating, there are some things that can be done to create a better environment for guests who are staying in a hotel during renovations.
Planning ahead is very important when performing renovations. Reviewing the hotel’s occupancy trends from prior years and determining its off-season is important, as this will be the ideal time to renovate. A buffer period of a few weeks at the end of the project should also be allowed since there are almost always some unexpected circumstances that arise during renovations.
If renovating rooms, one section or floor should be done at a time so that there are still rooms available for guests. Rooms near the construction site should be kept empty if possible. If not, guests need to be informed of the disturbances, and it is good to offer discounted rates to compensate for any inconveniences. Barricades around constructions zones are also necessary; however, these can be made visually attractive. Pictures of what the renovated areas will look like after the project is finished can be displayed on the barriers.
It is also important to have quiet hours. No construction should be done at night. The noisiest construction should be scheduled between check-out and check-in hours– usually between 11 a.m. and 3 p.m. Having the front-desk staff ask guests if they plan on sleeping in or a late check-out and placing them in rooms further from the noise is another considerate practice that will keep guests happy.
There should also be a system for complaints. Someone should be assigned to take any complaints and communicate them to management as well as find a way to make the guest happy. If a guest has complaints, their needs should be accommodated as best as possible, or they should be compensated in some other way. If someone complains about the noise, move them further away from construction if possible. If not, offer them a discount or maybe a free meal. The most important thing is to keep the guest happy and give them a good experience.
During renovations, everyone should be updated on what is happening. Guests and staff members should all be kept updated. This can be done through social media and websites for guests and at meetings for the staff. Keeping staff updated on what is happening will boost their excitement for the new things to come, which will be carried over into their interactions with guests. Guests also prefer transparency about renovations over pretending that everything is just business as usual. Sharing the plans for improvement with guests will also make them excited about what is to come.
The guest’s happiness is critical in the hospitality industry, so the most important thing to remember is that their experience should be as pleasant as possible despite the inconveniences that come with renovations. By creating a welcoming and accommodating atmosphere, it is possible to successfully keep a hotel running while renovations are completed.