Assessing the value of good design in hotels

The relation between building design, user satisfaction, and property financial and marketing performance is explored in hotels to quantify the effect that good design has on performance and to inform business decision-making. The physical environment is a significant product for the hotel industry as it satisfies customer needs and generates valuable repeat business; employees also provide services that are utilitarian in nature but provide hedonic benefits to guests. The Design Quality Indicator (DQI) tool was adapted to measure design in 30 North American hotels constituting part of a well-known brand. Guest and employee assessments of design were obtained, and the relationships between design and hotel industry performance indicators such as a property's average daily rate (ADR), revenue per available room (RevPAR), and occupancy indices were analysed. The analysis quantifies the positive relationships between design quality, financial and market share performance, and satisfaction with the building. The links between design Impact perceptions and ADR and RevPAR are particularly notable. Based on this and continuing research, the aim is the development of a robust method for predicting the economic and market value of renovations, using a version of the DQI tailored to meet the needs of the lodging industry. L'auteur analyse les relations qui existent entre conception du bâtiment, satisfaction de l'utilisateur et performances financières et commerciales du bien en ce qui concerne des hôtels afin de quantifier l'effet d'une bonne conception sur les performances et d'informer les décisionnaires. L'environnement physique est un produit significatif pour l'industrie hôtelière car il répond aux besoins de la clientèle et contribue à sa fidélisation; le personnel fournit également des services de nature utilitaire mais qui apportent à la clientèle des avantages hédonistiques. L'indicateur de la qualité de la conception (DQI) est un outil qui a été adapté pour mesurer la conception de 30 hôtels d'Amérique du Nord appartenant à une enseigne connue. La clientèle et le personnel ont évalué la conception et on a analysé les relations entre les indicateurs de performance de la conception et de l'industrie hôtelière, comme le tarif quotidien moyen de l'établissement (ADR), le revenu par chambre disponible (RevPAR), ainsi que les indices d'occupation. Cette analyse quantifie les relations positives entre la qualité de la conception, les performances financières et l