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Generally, all hotels go
through some level of renovation every five to seven years to update the
physical aspects of the asset in order to remain competitive–and to remain in
compliance with required franchise brand standards, when applicable. How
effectively management strategically plans for and executes an asset renovation
program can have a significant impact on the hotel’s level of guest satisfaction
and inconvenience, and on the hotel’s bottom line during the renovation process.
Removing room inventory and access to public areas of a hotel during a
renovation can cause both inconvenience and discomfort to the hotel’s guests –
and also result in significant displaced revenue.
To mitigate the deleterious
operational and financial effects of a renovation program, the following actions
are essential in order to initiate a “painless as possible” renovation of a
hotel – while concurrently minimizing the financial impact on the hotel’s bottom
line.
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Review franchise quality standards for required
renovations that are provided by the various franchise brands for the
renovation (when applicable).
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Assess historical comments and input from the hotel’s
guest base to hear from the customer what specific areas of the hotel
operation may be obsolete or in need of modernization. Of particular interest
should be areas of technology, such as Internet access and speed (bandwidth),
televisions, radios and other amenities that have become front-of-mind to the
technologically savvy traveler.
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Clearly define the entire scope of the project, and
receive input and approval from the franchise brand involved (if applicable).
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Speak with other hotel operators and general managers
that have recently completed a similar project to gain valuable input from
their experience, and to assist in the planning and execution of the program.
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Based on the scope and magnitude of the renovation
project, determine if the hotel needs to be closed in its entirety and
reopened after the renovation, or if the renovation should occur while the
asset continues to operate.
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Based on the scope of the project, evaluate and
strategize the optimum time of the year to perform the renovation in order to
minimize both customer discomfort and revenue displacement.
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Select a general contractor to oversee the project that
has experience with the type of renovation that is to be undertaken. It is
crucial to enlist a general contractor who understands the challenges of
renovating a business that will continue to operate throughout the renovation
process, and who also understands the need to work quietly and cleanly.
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During the general contractor selection process,
personally visit hotels the contracting firm has already renovated to evaluate
the quality of workmanship, and discuss the firm’s on-time performance with
the onsite management team.
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Identify the architect, interior designer and purchasing
agent for the project (as may be required by the scope).
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In consultation with the general contractor, determine
the timeline for the project, including scheduling the number of rooms that
will be removed from inventory and the length of time the rooms must be taken
from inventory, as well as the public areas that will be impacted during the
renovation.
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Prior to commencing the renovation, communicate early
and often with the hotel’s guests, alerting them to the upcoming renovation
and keeping them fully informed of the progress of the renovation as it
occurs. This communication process is imperative for the in-house or long-term
guests, as well as the businesses with which the hotel interacts.
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Create a displaced revenue report that contains
financial information capturing the negative impact on top-line revenues that
have been displaced, both in the rooms department as well as in the food and
beverage and meeting space areas. The revenue displacement reports are used to
accurately explain to ownership the financial impact on the operation. These
can also be used for future budgeting and planning purposes by providing
accurate revenue comparison data.
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At the conclusion of the renovation, use the appropriate
media outlets to inform the public and all guests that the renovation is
complete.
- Renovating an operating business is a difficult but
necessary aspect of the hotel industry. Through careful planning,
coordination, communication and execution, a hotel can pass through a
renovation process relatively unscathed, resulting in an improved facility
offering an elevated level of customer satisfaction and competitiveness.
Based in
San Francisco, Mark Lynn oversees the wide range of hotel asset
management, strategic planning, development and operational consulting services
provided by the firm.
Mr. Lynn has more than 30 years of hotel industry experience and has been
involved in the development and management of hotel projects with an asset value
exceeding $2 billion.
Mr. Lynn holds a BSBA degree from Xavier University in Cincinnati, Ohio and is a
member of HAMA (Hospitality Asset Managers Association).
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