As you know, the servicescape is “the physical and psychological setting in which a service experience is organised and delivered” (page 87). And right now, it seems that many hotel brands are redesigning this setting to appeal to younger consumers, as this article explains in more detail. The biggest change is to merge the bar and the lobby area into a single space that is more “communal”. The Moxy brand has accentuated this by combining the bar counter and check-in desk, as well as offering a complimentary drink to all arrivals.
This redesign clearly has operational issues. Just as the physical space is blurred so are job roles. Employees may need to be multiskilled (page 187) to perform both front desk and bar tasks. There are also stocking and security issues relating to bar inventory, if it is located and designed in a way more accessible to guests. In today’s world, one key aspect of “good interior design” for all public spaces is security – but this is not always at the top of the designer’s agenda.