In order to stay on top constant changes are necessary. This is true for the leisure industry. Marriott seems to have found a way to attract its customers. It has created a “Refreshing Business lobby.” It has placed it in the unlikeliest places, the Grand Central Station. The Vice President of Courtyard by Marriott calls it, “. . .the most radical reinvention we've had in the 20-plus years we've been in business." The reinvention is a bistro that provides several snacks and some foods. There is also wireless internet, a touch screen that serves as a virtual concierge, and communal tables. Before coming up with this idea, a lot of customer research was done. Also a version of it was created in San Francisco and customers were polled about it. Finally the final product was created and introduced to the public. The introduction to this new lobby doesn't stop there. A smaller version of it will be presented to several airports in Denver, Atlanta, and Chicago.
As the Vice President of Courtyard by Marriott put it, "We wanted to get people's attention." In order to keep business going she knew that they had to come up with an idea that grabbed people's attentions. The reinvention they came up with is definitely a different one and has gotten people's attentions. Other competing hotels will have to come up with another idea to keep up with the one Marriott came up with. The services Marriott is providing will please its customers, thus possibly making Marriott's popularity grow. This might make the leisure industry grow because it will let other hotels and leisure services know that they can do things like this to attract customers.
I think that if other hotels look at what Marriott is doing and continue to come up with new ideas then the industry will definitely grow. Constant changes to please the customers is what is needed to keep the business going. In order to come up with this new innovations the leisure industry has to observe its customers and see what will make their lives better. If this trend of new ideas grows, then the leisure industry has the potential to grow and make people's lives easier and more comfortable. http://online.wsj.com/article/SB10001424052748704358904575477972834044224.html?mod=ITP_newyork_5
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I believe the Marriot hotel will be able to attract more customers with their new "Refreshing Business Lobby." Budget conscious customers will want to stay at the Marriot hotel and be more willing to stay in the hotel knowing they will be provided with foods, snacks, and wireless internet. I agree with Irma that customers will appreciate that the Marriot industry is starting to become more innovative and will want to spend a few nights there.
ReplyDelete- Jesse Binder
This is an interesting concept. Not only is the new lobby design interesting, but also Marriot's effort to advertise the reinvention. Why do you think they chose to use terminals such as important airport hubs and Grand Central for the demonstrations? This is an important aspect of this, and a job well done to Marriot for the marketing effort. Cutting down on face time with the concierge may backlash though, do you think? Why would I want a virtual concierge when I could use the free wifi to the same effect?
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