Committing to a large-scale refurbishment can be a daunting prospect – particularly for those in the hospitality industry, who run living, breathing establishments that always need to be fit for guests.

We recently collaborated with Steve Pollock of NBM Construction to deliver a presentation on what General Managers can expect when undertaking refurbishment within their venues and hotels. Following great feedback on the session, we thought we’d pull together an article to help others feel less daunted by the prospect of such a project!

Following the RIBA plan of work, the process of any Bell & Swift refurbishment can be broken down into a series of steps. Every step of the way, we work with the client, communicating efficiently and tailoring our process to your needs, to make sure you know you’re in safe hands.

Step 1 – Strategic definition

This step is strategic in nature but shouldn’t be confused with forming the final brief. Mainly driven by the client, this step is where we examine the needs of the project, how that ties to guest experience, and the client examines the business case behind all of the above.
It could be a quick review; it could be a lengthier and more complex process – it depends on the needs of your project. That said, at the end of it we’ll have an appointed design team (the size of which is dependent on scope), a full understanding, and everyone will be bought into the same deliverables and objectives.

Once the team is agreed, this is a great point for the team to meet up to agree what sort of collaboration and communication works best for everyone going forward.

Step 2 – Preparation, briefing, and feasibility

This stage includes the main formation of the brief, as well as feasibility studies in relation to any trickier parts of the brief. We spend time with the client, listening to their opinions and ambitions for the project. The aim for us here is to understand the brand if there is one. We also spend time on site, explore the surrounding area and start researching the locale.

It’s important to note that we won’t restrict creativity or follow one route at this stage, instead keeping it as an explorative phase where all ideas are on the table.

Step 3 – Concept design

Concept design is where we start to structure the ideas from the previous stage, using all the findings from feasibility studies and client meetings. As we rule out creative paths, we make sure the concept is in line with the client’s vision, brief, and budget.

The design narrative is the foundation of every project. It could be informed by the building’s history, the local area, or something within the brand that makes the hotel unique, but this is where we’ll start building the design from. We’ll share a detailed document that takes the client on a journey through the proposed design direction. We’ll provide example materials, furnishings, and palettes.

We’ll also provide enough detail to get buy in from stakeholders, but not so much that we can’t pivot to meet future stages in the process.

Once agreed that we have the right design direction this is the stage where we’ll also provide a CGI’s (computer generated images) if decided that it is a requirement for the project. These are a great tool during concept design stage to give a clear idea of the design proposals and allow sign off. You can find an example from our Marriott Bournemouth project below:

Step 4 – Spacial coordination

Before the next stage of information collection to inform the manufacturing and procurement phases, we need to spatially coordinate the design. This means we need all special information and requirements for all spaces to be refurbished.

This stage is a critical one from an operational perspective – it’s where we make sure that the hotel will work for the client and its guests. We’ll collaborate with the client to ensure the correct room mix for their market; we’ll explore opportunities to upsell rooms (executive, deluxe etc), and we’ll work out the optimal number of restaurant covers to ensure peak mealtime run smoothly and provide guests with an exceptional experience.

Step 5 – Technical design and procurement

There are two parts to this step. The first is to create a detailed technical design which outlines the sizes and details of all furniture and fittings. This part is completed in line with procurement, where we work with our talented bank of manufacturers to source the appropriate fixtures and furnishings for the project.

This also allows the client to start the tender process for all elements, including bespoke shopfitting, fixtures, and finishes before producing an accurate costing of the project. During the tender process, we usually go out to three contractors for each service, to make sure that we’re achieving both quality and cost-effect for the client.  It is worth noting that Bell & Swift doesn’t take control of this process; Steve would agree the contractors and manage the tender process. However, we are more than happy to recommend suitable contractors and we would be responsible for answering queries.

Step 6 – Contractor appointment and construction

The tender process will allow the client to balance out cost against quality – and the best contractor will be selected for the project. Depending on the brief, we’ll sometimes recommend that the client appoints an FF&E procurement agent to deal with furniture (this is usually defined as anything “unfixed” within the hotel).

With design agreed and contractors appointed, the construction phase can now begin. This sees the culmination of all the work that’s gone in to various strategies throughout the project, including sustainability, cost, inclusivity, and health and safety, comes together as we implement all elements of the design.

Step 7 - Handover

The finished product is handed over – a vision come to fruition that answers the brief and smashes the agreed objectives. We’ll be on site during the handover to assist the client in setting the space and to explain the process and narrative to all staff. We’ll also take care of the drier necessities like ensuring an understanding of the cleaning and maintenance instructions are passed to the relevant parties.

If you want to view more of our projects, read about the approach, and see the end result, please visit our Projects page. Similarly, if you’d like to discuss a potential refurbishment, please get in touch.