Reimagining Public Spaces: Hospitality Leaders Address Guest Expectations in the Digital Age
A discussion on how to create more human-centric public areas in hotels to enhance guest experiences.
Reimagining Public Spaces: Hospitality Leaders Address Guest Expectations in the Digital Age
Southeast Asia’s second DesignInn symposium opened events for this year’s AHICE Southeast Asia today, March 10th. The symposium featured an engaging panel discussion titled More Than a Place to Sleep: Public Areas That Drive Revenue and Relevance.
Moderated by Paul Wiste, the panelists included Sam Sheldon, Ralph Frehner, and Bobby Carey. They explored how to maintain the relevance of public spaces in properties, ensuring they feel more human, intimate, and personal even in today’s digital era.
Are We Overbuilding the Guest Experience?
Carey initiated the conversation by addressing concerns about over-development in guest-facing areas. He remarked:
“As an industry, we’re guilty of adding too many layers, especially when it comes to experiences. I do find that we’re trying to make the lobby especially different.”
Translation: We tend to complicate the guest experience by trying to create something overly unique.
The discussion emphasized that the guest experience is not merely about the physical interaction but also about emotional connections.
Should the Guest Experience in Public Spaces Be Ruthlessly Engineered?
Wiste noted the challenges guests face when entering a hotel lobby, especially those in multi-purpose developments. He questioned standard design practices and suggested:
“Why does it have to be in front of them? Can’t it be a little bit further back?”
He highlighted that advancements in technology can simplify check-in processes, allowing for a smoother guest experience.
In the case of luxury properties, the focus must shift toward creating distinctive experiences rather than adhering strictly to conventional designs.
From Passive Space to Active Revenue Generators Frehner underscored the importance of emotional luxury:
“People think lobby lounges need more luxury, but I think we should take the existing luxury and activate it properly.”
The session concluded with insights from Ivan Sunde and Aldwin Ong, discussing effective hospitality design that encompasses the needs of all stakeholders involved in the guest experience. “Additionally, opening dialogues is crucial for developing public spaces that are both profitable and memorable for guests.”
