by Grace Ma
Photo: Patina Maldives
When it comes to hotel design, the priority has often been the impact on guests and the potential revenue each square foot could generate. In recent years, hospitality brands have recognised the importance of staff care in property design because it is the right thing to do and because happy employees naturally stay longer and take better care of guests.
That was the goal for Grand Hyatt Singapore when it embarked on a two-year, multi-million-dollar renovation in September 2022. In its design, the hotel placed employee welfare on the same footing as the guest experience.
The devil is in the details
Hardware improvements aided in more efficient procedures. The reception area was consolidated into a central hub to facilitate more efficient operations and communication among colleagues. Ergonomics took centre stage with equipment such as angled computer screens, adjustable treatment beds, and saddle chairs for therapists’ comfort in the hotel’s Damai Spa.
A fun shot with Grand Hyatt Singapore’s hotel staff. (Photo: Grand Hyatt Singapore)
To liven things up, Grand Hyatt Singapore’s staff could choose the colour and style of their uniforms and have them tailored to size. An automated RFID tracking system ensures that the over 2,000 outfits for 600 employees are efficiently managed daily with minimal worry for human error.
Aunty Doris using the Automated Laundry System at Grand Hyatt Singapore. (Photo: Grand Hyatt Singapore)
Unsurprisingly, the average tenure of a Grand Hyatt Singapore employee is 17 years, which lends an air of familiarity that has kept guests returning. Parr shared, “Prioritising associate well-being is not just an operational consideration but a core aspect of our identity. Our recent renovation was an opportunity to enhance our facilities in ways that directly benefit our team, who are the backbone of our operations. Prioritising our associates’ needs creates a more supportive work environment, leading to a better guest experience.”
Dave Moore, global CEO and president of integrated design firm WATG, observed that staff welfare in hospitality design had gained significant traction in recent years, driven by the adage “happy staff, happy guests”.
Dave Moore, global CEO and president of integrated design firm WATG. (Photo: WATG)
He said, “Enhancing guest experience is at the top of everyone’s minds. Satisfied and engaged employees provide better service, which results in increased spending, repeat business, and positive recommendations. Leading brands have set benchmarks in this area, prompting others to follow suit in today’s highly competitive market.”
Staff-driven design
WATG worked on one such project: The Fari Islands in the Maldives, home to the luxury trio of Capella, The Ritz-Carlton, and Patina. Pontiac Land Group dedicated an island to staff housing. It engaged an architect to design campus-like quarters, including dining facilities with greenery, a mosque, sports facilities, and amenities such as a gym, library, grocery store, and salon.
The Fari Campus. (Photo: Patina Maldives)
In Mondrian’s latest openings in France and Hong Kong, light and scenic views are not just guest prerogatives. Spacious, light-filled offices were carved from the Mondrian Bordeaux Les Carmes’s historic building. The staff restaurant has its name, Le Saint-Louise, and includes a relaxing rest area with magazines and books and a well-stocked fridge of fresh produce.
Staff outfit from Mondrian Hong Kong. (Photo: Mondrian Hong Kong)
Over at Mondrian Cannes Bordeaux, ergonomic equipment, motorised trolleys, and myriad storage cupboards were installed along corridors to ease housekeeping operations. The staff also wears bespoke uniforms.
And in Hong Kong, panoramic Victoria Harbour views are enjoyed by Mondrian Hong Kong guests in their rooms and employees in the staff restaurant, administrative office, and kitchen. Local designer Francis Yim was roped in to dress the staff in fashionable street-style outfits with a youthful vibe.
Putting more thought into back-of-house spaces
Mondrian HK staff kitchen with Victoria Harbour views. (Photo: Mondrian Hong Kong)
“To compromise on workspaces and well-functioning back-of-house areas is completely outdated and, in our view, a mistake,” said Dirk Dalichau, general manager of Mondrian Hong Kong, who highlighted that the hotel’s ranking on Tripadvisor had soared from 604 when it first opened to number six this August, thanks to hotel staff who went the extra mile.
He explained, “Large lobbies do not translate into revenue. Happy and efficient working teams, low turnover, and healthy employees directly impact your bottom line and reflect an industry where people make the real difference and immediately impact guest satisfaction.”
In Banyan Group’s hotels, which include the Banyan Tree, Angsana, and Cassia brands, staff dining areas are designed to have a similar ambience to guest spaces, down to details such as facilities for staff to prepare their eggs, noodles, and sandwiches, in addition to having catered food.
Stijn Oyen, managing director of Design Hotels. (Photo: Design Hotels)
Philip Lim, Banyan Group’s senior vice president and head of Regional Operations and Group Specialist Services, said, “Providing these choices ensures associates have access to meals they enjoy, contributing to their overall well-being and job satisfaction.
“Our properties with the highest associate satisfaction scores also report the highest guest satisfaction scores, demonstrating the direct link between staff welfare and customer experience,” said Lim, the deputy managing director of hospitality management.
On the cards are amenities like vending machines and piped music for the staff communal areas so that employees will have a relaxing place to rest and mingle.
Happy staff, happy guests
Cap Karoso is in Sumba, Indonesia, under the umbrella of Design Hotels. (Photo: Cap Karoso)
Stijn Oyen, managing director of Design Hotels, believes that this awareness of the impact of employee wellbeing is only set to grow, given the challenging hospitality landscape today. “The hospitality industry is realising how designing a space through a more holistic lens beyond the basics of functionality has potential broader effects.
For example, being mindful of labyrinth back-of-house design and optimising spaces to reduce transit times; offering natural light in offices; providing communal F&B and social spaces where teams can connect and foster friendships.”
Last October, Design Hotels released a new study on neuro-aesthetics, which considers how the design of spaces impacts one’s thoughts, feelings and overall well-being.
Summing up the effect of living spaces on the people who work there, Oyen said, “Thoughtful design that incorporates neuroaesthetics goes beyond creating aesthetically beautiful spaces to those that have a profound and positive impact on people — an important factor for staff who spend much of their time in hotels.”
