Most people see a hotel lobby as a reception area, but in fact, it is so much more than that. Sometimes, merely walking into a hotel lobby gives a prelude to what you should expect throughout your entire stay. Hoteliers understand the pivotal role that first impressions play in shaping a guest’s overall experience. This is why they often strive to overachieve in setting the tone for what lies ahead.
What can you do to elevate your lobby’s look past the elementary to the elegant?
The lobby’s primary purpose is to cater to paying customers, so the service needs to be excellent. A refreshment station with complimentary beverages or snacks is a nice touch. Most importantly, the front-desk staff, concierge and others working in the lobby need to be at their best.
Guests checking-in may require some assistance, as well as answers to questions they may have. A warm smile and a friendly demeanour breaks the iceberg and eases the conversation ahead. Make sure to recruit those with good customer-relation skills.
The next thing to consider is the ambience. Creating a warm and inviting ambience stimulates the senses. Soft lighting, soothing colour schemes, comfortable seating arrangements, maybe even a fireplace in the corner – if you feel your guests would appreciate that aesthetic. Some guests may also respond favourably to olfactory stimuli.
Essential oil diffusers, scented candles and fragrances can evoke feelings of comfort and relaxation. Of course, nothing too overpowering to minimise discomfort or allergic reactions.
The design style you choose should be unique and filled with personality. Most guests favour an open lobby, without the imposing desk that makes it feel like a courtroom.
Local artwork, stylish upholstery, plants, or even a mini-aquarium could help you complete that look. It is good to opt for balance without incorporating too many elements. In practical situations, more guests would prefer the functional over the fashionable.
Speaking of functionality, your lobby can be reordered to fit multi-purpose spaces. You could carve out space for a mini-bar or restaurant. Or a workspace for the business class to perform tasks while using your WiFi service. Perhaps, you could even fit in a mini-library and accommodate a local book club. Live music, maybe? Frankly, there is no limit to what your lobby can be.
Be daring, think hospitality always and you’re sure to leave an indelible mark in the minds of your guests.