Palm Bay Hotel: Opportunities, Innovation Strategies, and Sources for Operational Risk

PALM BAY HOTEL
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Opportunities for innovation in running the Palm Bay hotel. How Palm Bay Hotel can use innovation strategies to create value
Palm Bay Hotel has several areas where the management can focus on creating more value for their customers. First, there seems to be major repair and retrofitting work to the building. Sandra observed that the water pressure was not very good, and the mirror and a few tiles were broken. These are pointers to a neglected and dilapidated building. It is reflected in how customers experience their service. While doing their repairs, they could also repaint, redesign, and repurpose some property spaces to improve the general aesthetic value of the hotel. (Turner & Hesford, 2018) observed that ‘renovation capital expenditures offer significant short-term beneficial impact in terms of increased revenue, profitability gains, higher customer satisfaction, and decreased repair and maintenance expense.’ To improve the aesthetics and experiences of the guest from the moment he/she comes through the gate, the waste disposal system needs to be away from the car park. Relocating the waste disposal area could provide more room for the car park, and guests will not be put off by the stench and filth of waste near where they alight their vehicles. Thus, repurposing the area where staff left rubbish bins for collection would not only increase the parking area but also give guests a better experience as they come in.
It is important to consult an expert in redesigning the space and carrying out the repair and maintenance work. There is a positive relationship between design quality, financial and market share performance of hotels (Zemke & Pullman, 2008). Experts will guarantee quality restoration/repair work, and designers will help maximize the utility of space and improve the property’s aesthetic value. An expert could help redesign the hotel to bring out a certain theme which would be great for marketing. Experts would maximize the value extracted from the property and orient the hotel in the direction of industry trends to help it be competitive in the foreseeable future.
Secondly, Palm Bay Hotel needs to improve its customer experience. Improving customer experience is a multifaceted process that starts before the customer checks in and long after he/she has left. The hotel management has to ease and improve the booking and checking-in process, guest stay, and eventual departure. There are some areas where the management can reflect these changes; first, in the booking and checking in process, the hotel management should work with booking platforms, booking agencies, and their website to ease the process for the client. Once the guest arrives at the hotel, he/she needs to be directed to where to park, be helped with luggage, and assisted through the checking-in process. It may be necessary to have a concierge help guests from the gate to their rooms. Concierge improves a guest’s experience (Oliver, 2020). Guest need not start looking for parking spaces or carrying their own luggage and waiting at the reception. Secondly, the rooms need to be improved for the customer. The hotel management needs to provide new t...