I must say that my favorite “cool product” was the 999 bottle. I only have two reusable bottles that I interchange, but I would purchase that one in a heartbeat. I also loved the concept of the baby stroller that can adapt into a bike, but I see the potential difficulties in selling that product because of social influences. No one wants to ride a bike that was once their stroller. That would be sustainable and save money, but it would be “uncool.”
Back to the assignment at hand: The Potential of Hotels
I researched different design layouts of Marriott, Hyatt and DoubleTree hotels to get an understanding of the common themes and interesting/innovative attributes that set them apart. Our company, Marriott, encompasses both products and services.
Product: Sustainability, Design and Layout
There is a common theme in the layout structure of these hotels. Granted, my data sample was small because there is not much information given about layout design and each hotel is different. The common theme is the entrance, leading into the lobby space with a breakfast room, gym, pool and elevators to go to the floors. The higher end brands of Marriott have lounge areas, updated decor and larger/more spaces. There are many unique elements that could be incorporated into the layout and design of the hotels. Sustainable products and locally made furniture could be used with information of the local artist. This would increase the business of the local community and Marriott could possibly get quality furniture at a discount rate for the advertising. Redesigning lobbies to be sit down, comfortable spaces equipped with light beverages would also be a state of the art feature contributing to guest satisfaction while differentiating themselves from the competition. There should also be dynamic social spaces that encourage guests to converse with one another. You never know who you could meet at a hotel! This idea came to me after our sustainability and design class where we designed social living spaces in senior living centers. I am very interested to see Marriott’s new design with the Las Vegas Hotel opening up in 2020. I hope they will be the forefront in using more sustainable practices on the strip. https://www.hospitalitynet.org/news/4087361.html
THE GREENER THE BETTER
While most hotels reuse towels and have automatic lights and water conservative shower heads, I envision the “state of the art design” to include higher energy conservation and and sustainability practices. I envision solar panels on new and old buildings, use of recycled wood for decor, timers in showers that show the use of water, repurposed furniture and connecting guests to the local culture and history. Recycling cans will be put alongside normal trash cans. Our team has a very VERY exciting idea to implement in hotels, but I do not want to spoil the idea until the project.
Service: Customer Service
Customer service is the key component of the hotel industry. This service refers to staff, mobile applications, website, and rewards programs. Their revenue and brand reputation relies heavily on providing an excellent level of service. Their staff is their image. A bad experience might keep people from returning. Customer service starts with how you treat your own people. Marriott supports their employees by giving bonuses, free hotel stays, and use of on-site amenities. https://www.computerworld.com/article/2589316/vertical-it/what-s-it-like-to-work-at-marriott-international.html I have been satisfied with my stays at Marriott hotels. Most recently, I stayed at The Renaissance in Times Square and gave the hotel a 5/5 stars.
Marriott differentiates themselves from competitors by offering an amazing rewards program that allows the consumer to “get the most bang for their buck” and feel valued. When a consumer feels values, they are more likely to return. Their mobile platform was recently updated to include Mobile Key, which gives the customer the choice to skip the front desk and go straight to their room, using their smartphone to open the door. I thought this was a unique concept because it will save the customer time and be more efficient. Unfortunately, this will reduce the face time with staff which may cause people to detach themselves from the brand. Personally, I use the Chick fil a mobile app to order and pay for my food. I go in to pick up my order. Where I used to communicate with employees and feel a connection toward Chick fil a’s message and values, now I have no interaction. I simply order, walk in and walk out. It is faster, but I believe I am losing the hospitable atmosphere that drew me to Chick fil a in the first place. I think it is important Marriott does not lose sight on the importance of face to face interaction.