Larry Mogelonsky

While this umbrella term applies to everything from the moment a customer discovers a property online to all post-departure marketing efforts, one area that doesn’t seem to get the attention it deserves is how guests move about in each room’s washroom. As a highly personal space and one where people are quite vulnerable (a polite way of saying that they may or may not be naked), any faults or perceived flaws here will be greatly exacerbated in a guest’s mind. Cramped countertops – guests want to spread out and they especially do not like when items like a toothbrush fall into the less-than-hygienic sink because of this Privacy – don’t fall for the design trap of partially frosted glass doors and definitely be sure that the doors are able to fully close Poor lighting – people who can’t see what they’re doing will become irritated when grooming themselves, and you increase the risk of someone falling Small mirrors or lack of vanity mirrors – people who have to bend and twist while grooming will likewise become irritated, not to mention any strain on the lower back Ample toilet paper – this one is a wholly modern one whereby many travelers read off of their phones while doing their business but then need a flat, hygienic surface to temporarily store their mobiles while finishing up Undoubtedly there are numerous others, many of which may involve actual new features that can act as value-adds to the guest experience.

The authorities have recently set a new mandate to fine business-to-consumer sites that fail to meet certain levels of criteria, so this is not a topic that can be brushed aside, especially if you have a brand.com within your control and are not reliant on a major flag’s banner, all of whom have internal design strategy teams to manage these sorts of issues. The Department of Justice has not passed any specific regulations to convey its own guidelines related to website accessibility, so what we have to rely upon at this point are Web Content Accessibility Guidelines (WCAG) created by the Web Accessibility Initiative (WAI) of the World Wide Web Consortium (W3C). At this time, Mr. Topolski has not been made aware of any reported decisions on website accessibility cases involving a hospitality property, but there is little doubt in his mind that some have already been sued because of this. Mr. Topolski also notes there is a bill pending before the United States Senate – it has already been passed by the House – that would require pre-suit notice and an opportunity to mitigate prior to filing suit.

When Howard Shultz, Starbucks’s former and long-running CEO, claimed that he was inspired to build his coffee empire from what he experienced during his early travels in Italy (specifically Milan), it is indeed telling that the company has waited this long before pushing full force into this hallowed market. The Milan Roastery Starbucks decided to enter the Italian market starting in Milan with a single store – the Starbucks Reserve Roastery Milan. Looking over the vast expanse from my balcony seat, I estimated about 400 people actively pursuing a cup of their favorite brew as they watched the brewers shuffling about in the center to roast and bundle the beans on the spot. Beyond the taste, think of how the wafting of freshly roasted beans smells, how the constant grinding of those beans from every corner plays on the ear drums or simply how having so many people in one room resembles less a traditional café and more a German beer hall.

While most of this critical exercise will be handled by the restaurant, the hotel and the marketing department, the wine list must still match the greater vision if it is to truly shine. With the millennial cohort now acting as the guiding force for new concepts and openings, start to think about small batch, craft infusions, exciting glassware, tasting flights, wines with a story behind them and all without any egregious sticker stock. After all, if what you have on your beverage list what’s available at the convenience store down the street, then you’re also giving your customers a direct price comparison so they can see just how much you’re ripping them off! You want your alcoholic listings to be a pleasure to read – that is, legible fonts with breathability on the page – but not too long so that it makes it difficult to come to a final selection within a reasonable timespan.