Hotel Refurbishment Programmes - When and How?

The Caterer asked the question: A hotelier with a restaurant, function business and golf course wishes to refurbish his hotel. Should the hotelier close during the refurbishment and, if planning to stay open, what steps should be taken to minimise the impact on guests?
To answer the main question first: No, if it can possibly be avoided, don’t close. Closure normally adds time to building projects. Also most staff will need to be retained without earning income to offset their costs so further harming cashflow.

Of course there will be exceptions to this guideline and you need to review your operation carefully, but, where possible, stay open and limit business upheaval.

So, having decided to remain open, plan your project carefully:

• Firstly look at the seasonality of all elements of your business and decide how to minimise, or even exclude, building works during your main trading periods. Consider where your bedrooms are located within the building and consider how separate areas can be isolated and refurbished, whilst other areas can be safely traded. Depending on the degree of work to be undertaken, and the level of external works involved, it may be easier to introduce a rolling programme working on four or five rooms at a time. Ensure all open areas can be easily accessed!
• Identify which areas of your hotel will be available and when, and plan marketing activity to promote them strongly. This will apply especially to the spa and golf course where day members will have unlimited access throughout the whole period. Promote the newly refurbished rooms as soon as possible.
• Plan to minimise the impact of noise on residents and functions guests by arranging works at appropriate times,
• Limit the impact on the hotel’s external appearance by arranging separate builders’ access and parking. Use screening where necessary.
• Prepare fresh areas for wedding photos,
• Arrange an entrance display informing guests about your development programme and showing the benefits available on completion,
• Encourage staff to take holidays when they will be least needed,
• Encourage the builder and architect etc. not to advertise themselves on your external signage.