The significance of exterior hotel approach and lobby area on guest impression : case study : Corinthia Palace hotel, Malta

Abstract

The old proverb ‘you never get a second chance to make a good impression’ points to the fact that first impressions matter. The exterior hotel approach and hotel lobby are the very first hospitality experiences that a guest comes in contact with. These initial experiences ultimately determine the quality of the rest of the hotel experience it being whether to spend a night at the hotel or just for a visit to dine or use conference or spa facilities. This exploratory study within the Maltese superior hospitality industry has taken Corinthia Palace Hotel as a case study. This study aimed to form an analysis of the relationship between guests and their hotel entrance environment in relation to the way they perceive space and how they react to it. Detailed qualitative information was gathered via face-to-face discussions in order to assess the viewpoints of the main stakeholders in this study that are guests, front line employees and senior hotel management. Furthermore, this research reflects on how the lobby and the exterior hotel approach can be transformed into original spatial hospitality experiences. The guests envision walks in the front hotel gardens as an inseparable component of their guest experience, further implying the extent of entrance significance. The historical lobby of Corinthia Palace Hotel has left an impact on many guests and because of such heritage element, the guest values the authenticity of the hotel experience. Consequently, the guest experience ends at the hotel gates and in this respect the hotel lobby environment also influenced the final guest hotel impression. The main determinants of guest impression formulation were grand spaces, service quality, seating comfort, cleanliness and security.