FEATURE
How have the guests responded to the
new mobile check in?
It is very personalised - the whole idea
behind it is getting rid of that traditional
way of interacting with guests. There is
a large gap between the guest and the
reception and through the redesign we
can now welcome the guests personally.
The new design has helped with that as
if we aren’t too busy we can even sit with
guests in the lounge and talk with them
while they wait.
Is there anything you prefer from the
old design?
Nothing at all. It’s all fantastic, I didn’t prefer
anything from the old design. It really does
look great now.
What is your favourite aspect of the
How has the restaurant been the hotel was being refurbishment know project?
improved? that they can come back to a brand new I like everything to be honest. Getting the
The restaurant has especially been hotel. Although we are already seeing great rooms to this standard has been a great
improved as a result of the refurbishment, results with up to 90% bookings for the achievement. It has given me a greater
and the evidence of that has been shown months ahead. motivation to work.
last three months. People are going to bar Did you have any input in the design of Are there any plans for future
more and the breakfast section has been the hotel? refurbishment work?
repositioned to make it easier for guests to Honestly no, because that was entirely I think that really is it for us now, as I am not
navigate the area. handled by the external contractor which aware of any future plans. I think everything
was hired by the owner of the hotel. that needed to be done has been done.
in our revenue really improving over the
How has it been for the guests?
It has dramatically changed the atmosphere
for the guests and you can see the full
effects of the refurbishment in our Tripadvisor
reviews, as well as our guest service scores
having also improved considerably. The staff
are enjoying working in the hotel even more
now, which has changed the perception of
the hotel entirely. My challenge is continuing
to ensure that level of quality and to keep
aiming higher. The guests are really happy
with the new rooms, and I had a lot of people
come up to me and say how much they
like the beds and the new look of the hotel.
Everyday we get positive feedback. Whereas
before it was quite negative feedback with
a little bit of positivity, now we get just good
feedback from our guests.
The only thing is to make sure that
any of the guest we couldn’t serve while
February 2019
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