Lead Stories

What To Do With The Business Center?

Following Pandemic, Hoteliers Need To Rethink How To Maximize Unused Space

By Larry and Adam Mogelonsky | June 7, 2021

Obvious to all, the pandemic has resulted in far fewer corporate travelers for hotels, meaning that the languishing business centers of most urban properties have been mothballed. So, what can you do with this space to make it either a direct revenue contributor or one that acts as a value-add for your raison d’être of selling rooms?

Let ‘space’ be the optimal word as ‘social distancing’ will be a trend for many years to come, and space is something that hotels have in spades. Think about how you might pivot this operation to meet the burgeoning remote work mindsets whereby work-from-a-hotel (WFH) incentives and the need for physically distanced office spaces can justify a cheap and cheerful refresh of this amenity.

Before you start your analysis of how to reinvigorate your business center, you must understand what attracts modern, post-pandemic travelers to these spaces, and this is neatly summarized through the buzzy terminology of one’s ‘third place’ or ‘third space.’ With the first place being one’s home and the second being the office, the next mixes the two.

Prior to COVID, a big part of the appeal of Starbucks, aside from great coffee, was offering a cozy respite from the home and the office. Now, you can make a similar argument building upon the success of work from home concepts whereby people will continue to look for hybrid travel options with worktime being easily accessible via dedicated spaces. Another good term to know in this regard is the ‘living room’ denoting a hotel space that takes on aspects of a members’ lounge with comfortable, expansive seating and grab-and-go food options.

As vaccines get rolled out and restrictions are lifted, guests will continue to opt for hotels that approach this kind of living room concept where they are comfortable to socialize (from a distance), relax in front of a communal television while reading or type away on their laptops in semi-seclusion. Anything goes, and indeed many of these spaces adjoin some semblance of a bar, restaurant or sundry to make dining or imbibing all the more convenient.

Hence, the new business center can work by taking on aspects of both the third place and living room concepts. The foremost problem many hotels face, however, is that the geographic minutia doesn’t pan out. That is, many business centers aren’t immediately accessible to other areas of interaction like the main entrance, the front desk, the lobby bar, the primary dining outlet, the elevator corridors or any other frequently trafficked footpaths. If this is the case, then the best option may be renovating the spaces closer to check-in to fit into the living room mold—this depends on each property’s floor plan.

On the other hand, if the current mothballed business center is reasonably exposed to where your visitors are most likely to walk, then it may be prime for a less expensive makeover that involves an open floor concept and cozy, modular furniture, all with the laptop and mobile device in mind rather than the static desk and printer configuration of old. Importantly here, proximity to a phone charging station is a crucial design factor.

And with COVID safety guidelines in effect for many years to come, a business center rethink must not only buffer individual work areas but also incorporate online booking resources for proper contact tracing and controlled access. Perhaps there’s even an opportunity to upsell usage of this space as part of a package or on a by-the-hour basis.

Finally, if the living room concept or office space conversions aren’t in the cards for your particular property, then it’s time to get creative. Maybe you don’t need a business center and this room can be transformed into another dedicated meeting room that can be sold either as part of a group booking or via a third-party site. Maybe you convert it into additional back of house office space to help keep more of your team working onsite but with better physical distancing between desks.

Beyond only corporate guests, how might this space be modified to add a new feature for leisure guests? There have been many business centers that have become libraries, games rooms with card tables and a full stack of board games or even arcades with billiards and foosball. Ultimately, there are plenty of options to help leverage this amenity as part of a bigger post-pandemic product relaunch. Business center or not, you have the space, so it’s just a matter of figuring out how best to use it for the travelers you hope to attract in the recovery phase.

Larry and Adam Mogelonsky

Together, Adam and Larry Mogelonsky represent one of the world’s most published writing teams in hospitality, with over a decade’s worth of material online. As the partners of Hotel Mogel Consulting Ltd., a Toronto-based consulting practice, Larry focuses on asset management, sales and operations while Adam specializes in hotel technology and marketing. Their experience encompasses properties around the world, both branded and independent, and ranging from luxury and boutique to select-service. Their work includes seven books: “In Vino Veritas: A Guide for Hoteliers and Restaurateurs to Sell More Wine” (2022), “More Hotel Mogel” (2020), “The Hotel Mogel” (2018), “The Llama is Inn” (2017), “Hotel Llama” (2015), “Llamas Rule” (2013) and “Are You an Ostrich or a Llama?” (2012). You can reach them at adam@hotelmogel.com to discuss hotel business challenges or to book speaking engagements.

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