Simple sense. Sound judgement. Hard-earned experience.
At HYVVU, in our experience, clients often come to us saying they thought they understood the hotel and resort business model, only to discover it is quite different.
Investors and Owners tend to be captivated by “the things,” i.e., what looks good and may assuage their ego by wanting to be the finest, best, and most numerous “stars” and accolades, focusing solely on building design.
HYVVU has extensive experience with various design and operating models, and thought it useful to list a few important, common-sense points for guidance in what can be a complex business, where pitfalls abound to trap the unwary.
What follows are a few important points to consider with these various development styles, gleaned from many years of problem-solving.
Start with the end in mind
Think holistically
Design and operations are two sides of the same coin; the old chestnut of CAPEX vs OPEX, cutting corners on OS&E and FF&E, i.e. short-termism, storing up issues, e.g. repair and replacement in the early stages of operation, rather than opting for quality solutions in the first instance, get it right first time every time!!
Embrace the core values of Humility and Respect, and work in collaboration without ego. Humility, no one knows everything, and there is always an opportunity to learn. Respect, everyone has a point of view and knowledge, take time to listen
There is no substitute for experience. Many advocate expertise, but practical experience is key in this very complex environment
People – selection and recruitment processes A common statement is that “we know all about making guests happy” Develop a strong service culture within the development/company Ensure that this culture is standards-based, honest and respectful, holding all to account for excellent customer and employee satisfaction Consider carefully and plan for all aspects of the customer experience A deficiency, even a small error, in one single aspect can have a detrimental effect on the entire project
Developers and management companies must never become complacent; each property is different from another and can be improved, drawing upon and creatively using the experiences gained
Treatment of stakeholders, suppliers, people, both guests and team members, with respect and create positive, open, sincere and active channels of communication. Your stakeholders are your ambassadors; to have them speaking positively about you and your development speaks well for the future of this and successive projects
The above few points reflect some rare opportunities to serve an enlightened owner or developer who is ready to acknowledge they can learn more of the complexities and unforeseen elements of the business and want a HYVVU guide through the maze.
An Architect once related an exemplar story of an interaction with a potential investor and developer who dismissed much of what he was saying regarding design and operations, saying that they had stayed in many hotels and resorts around the world and there was little for him to learn. He retorted that he uses a mobile phone every day but has little clue as to how it works “under the hood”.