This document provide the deep insight about the design of the hotel and how it influence on the service quality. also provide case study of hotel to develop complete understadning.

1. Introduction
This study is planned to implement the knowledge of the hotel management. In this study, a
hotel was observed as a hospitality professional, and the tow key areas are selected that
required improvements to improve the design quality of the hotel. The hotel observed in this
study is Ruemz Hotel Subang Jaya Hotel, and the selected areas are guest rooms and the
public areas because these two areas required more attention comparative to the others. The
issues in these areas are highlighted and recommendations are provided to improve these
areas.
Ruemz Hotel Subang Jaya Hotel
Ruemz Hotel Subang hotel is located near the campus of Taylor/s University. This hotel is
onlt 2.4 km away from Sunway theme park. This is the idela location for the tourist to visit
due to its perfect location. This hotel has trendy rooms and also provides the flat screen TVs,
tea and coffee makers, iPod docks, baths, mini fridge and more importantly free Wifi in
rooms.
This casual, contemporary hotel on the lakeside campus of Taylor's University is adjacent to
Syopz Mall shopping and dining, and 2.4 km from Sunway Lagoon theme park. This hotel
also has an informal restaurant, a gym and indoor pool for 18 years above clients. This
facility also has free parking for its clients (Jaya, 2014).
The hotels are one of the most important factors that influence the tourism in any country
because the hotel design and interior design and the service quality significantly influence on
the tourist experience. So it is important to improve the design and service quality in hotels to
increase the tourism in any country.
There are certain factors that influence the hotel design. These factors are environmental
parameters, political situations, economic conditions, technological advancement and socio-
cultural changes. These factors combine to develop the macro environment in the hotel and
also have a strong influence on customers demand and desires (Fernández, Cala, & Domecq,
2011). The hospitality professional must account these factors carefully yo determine the
situation and design the products and services according to the customer desires and demands
at the right price, at the right time and at the right place. The careful understanding of the
macro environment ensures the high profit and success sin business. The micro environment

2. that based employees, customers, suppliers, competitors and the public is also important, but
its impact on the hotel design is very small in comparison of the Marc environment (Parsa,
Gregory, & Terry, 2011). So, in other words, the hotel design is not only architecture,
building or property but more than that and based on micro environment factors. The
consumer behaviours, product development and branding strategies are also important to
effectively enter into the hospitability business (Braun, 2011).
Issues
In this study, we analyse the Ruemz Hotel public areas to find out the areas that most
important to improve to increase the customer satisfaction. The Guest Rooms and Public area
are identified as most important areas that need improvements in this hotel to increase
customer experience and provide the competitive advantage to this hotel after improvement.
These areas are described in detail and currents issues are highlighted in these areas, and the
best possible solutions are also recommended to improve the overall experience of Ruemz
Hotel.
Guest Rooms
The quality of the Guest rooms is also based on the fixtures provided in the bathroom
(Papamichail, 2012). The bathroom is considered the most expensive room to build. The
standard practice is three fixture based bathroom that contains a toilet, a bath and a sink.
However, the luxury hotels offer the 5 five fixture bathrooms that contain a toilet, stand alone
shower, a bath and two sinks.
Guest rooms are important to determine how the hotel is good and attractive. The issues
observed in the guest rooms of this hotel are the distribution of the ventilation in guest rooms,
Dirt and water stains are observed on walls and ceiling, No bed light available in bedrooms,
ventilation of bathrooms is also poor. These issues are discussed, and their impact is also
highlight on the perception of the hotel.
The Indoor Air quality is important to considered because it has a significant impact on the
health and thermal comfort of a human being. The importance of the Indoor air quality
increased with the new lifestyle because now human being spent more time in the indoor air.
The shortage of the energy, energy prices and more specifically environment friendly energy
consumption develop a pressure to minimise the use of the energy to manage the buildings.
The development and adoption of the new technology significantly increase the opportunity

3. of the pollutant in an indoor environment because the new buildings material and applications
are the source of air pollution that affects the indoor air quality. A large amount of chemical
emitted from these sources includes the formaldehyde and volatile organic (VOCs) (Chan et
al., 2011). The increased amount of the air pollutants in the indoor air quality and the energy
conservation strategies create the serious issues of the indoor air quality. The increasing
issues of the indoor air quality impact the comfort and are considered issues in the entire
world.
The hotels are responsible for providing the clear and safe indoor air to customers, but many
hotels try to minimise the energy cost that consumes in the operations of the fans and the
conditioning of the ventilation air (cooling or heating depends on the external weather). The
over ventilation is now doubt a waste of resources.
The walls and ceiling in hotel rooms are important because most of the time customer looks
at the walls and if the walls and ceiling are maintained clean and attractive, it significantly
influenced on the customer satisfaction. The walls and ceiling in Ruemz Hotel have
observable stains of dirt and water on walls and ceiling, and these cause serious impact on
customers perception. The customers in all cases cannot compromise on these basic
requirements. The hotel should take a step for minor renovation and replace the existing
surface of the walls and installed new stain free wallpapers on walls and ceiling is also need
to replace. This is not only enough to renovate because there should be some issue in
housekeeping practices of the hotel that leads to this situation (Tuzon–Guarin, 2016). The
administration revised its SOPs for the housekeeping and applied more check and balance to
ensure this issues will not arise again after the renovation of the rooms.
The lighting is considered one of the costly item in hotels because the necessary level is
required to maintain in a various portion of the hotel (Susskind & Verma, 2011). The
minimum level is determined by the local authority. The lighting in parking, rooms and other
sections play an important role, the adoption of the LEDs lights is play a key role to minimise
the cost of the lighting (Matsushima et al., 2011). The improves lighting to increase the
customer experience and improved their satisfaction.

4. The Ruemz Hotel has no bed lights that affect the service quality and the customer
experience. Moreover, the hotel has not optimised lighting system that also increases the
operational cost.
The ventilation in the washroom is not appropriate that significantly influence the service
quality of the hotel.
Public area
It was found out that a contemporary hotel lobby acts as a social hub of activities and a
gathering place for social interactions (Penner, Adams, & Rutes, 2013). Therefore, it is
essential to a hospitality business to adapt to the customers’ needs and develop innovations
and products to enhance the quality of the service environment. The successful innovative
lobby design is a product of a creative idea, a well-designed plan, courage and
implementation. Moreover, it needs to attract and stimulate a positive perception and
experience towards the lobby, its products and services to create customer satisfaction. For
that reason, it is vital to combine lobby design concepts with services marketing strategies
when developing a successful lobby experience (Strannegård & Strannegård, 2012).
The more individualised and refined clients' needs and desires turn into, the more
troublesome it is to fulfil those. A few feelings or distinctive tastes result in various results
and yields of plans, administration offers, and ideas. Bunches of examination is going ahead
in writing about what is a contemporary outline and what does the client of the 21st century
truly need and need (Avermaete, 2013 ).
Because of the phenomenal media impact of our dream, creative energy, inventiveness, and
recognition, our desires towards this present reality have changed as well (allude to an over-
burden and immersion of clients' detects). The client of the 21st century needs stimulation,
energy, style, form, and innovation from one viewpoint, and serenity, wellbeing, placidness,
and liberality on the other. Consolidating those clients' needs and goals under one rooftop, the
contemporary lodging is manufactured. The present day client needs to be implanted in a
passionate go of faculties, intense pictures and unadulterated expressiveness. Those
components are critical parts of the contemporary plan.
The key aspect of the contemporary design is the infrastructure and interior design of the
hotel and specifically the design of the lobby to provide world class feel based on the local

5. culture thoughts though the design and interior (Georgiadou, Frangou, & Marnelos, 2014).
The lobby in Ruemz Hotel is not properly decorated and organisation required to take some
actions to improve the lobby decorations.
(Source: “Three-star hotel lobby decoration picture,” 2013)
The signs are important to provide best experience because in the hospitality industry the
customers are most of the time new to the facility and if the sings are not proper they feel
difficulty to reached they required position. There are no proper signs in the public areas
specially lobby in Reumz hotel that indicates on the very first stage that service quality in this
hotel is not high.
Recommendation
This study provide the deep insight about the two areas such as guest house and public area.
The issues of the each area are described in detail to develop complete understanding. These
issues should be resolved to increase the design quality and improve the customer
satisfaction. Moreover this improvement also provide the competitive advantage to Reims
hotel in the hospitality industry. To improve these issues recommendations are provided for
every issue to facilitate the hotel to manage its issues properly.

6. It is recommended to adopt the demand control ventilation system and used the CO2 level in
air to operate the demand-based control system because CO2 is human effluent and if is
regulated then another chemical such as formaldehyde and volatile organics are also not
created issues (Nassif, 2012). Ventilation based on CO2 level is much more to dilute those
chemical in external environment and keep indoor air clean. (Boonyayothin et al., 2011).
The functional lighting is one of the important techniques that help the organisations to
manage the lighting effectively. It is recommended to Ruemz Hotel to adopt the functional
lighting techniques that based on a combination of different sensor and operates the lights
when they are required. This help to manage the lighting in car parking’s, restaurants, ball
rooms, conference areas, bars, lobby and guest rooms. This approach help to provide the
lighting on more places with improve flexibility and also reduce the energy consumption in a
hotel up to 10 %. This cost reduction also helps the Ruemz Hotel to increase profit margin
(Blanch, 2014).
The existing ventilation system either not designed properly or currently operated partial but
is insufficient to meet the ventilation requirements in washrooms. The administration must
replace the existing fans with new and improved designed fans that have more capacity of
ventilation (Klitzke & Thomas, 2011).
The most important concept that indicates that hotels are not only the livings rooms but the
entire setup should attract the customer and increase their experience about the service and
the facility. The new design demands the high attraction and the involvement in public places
as well. The Lobby in Ruemz Hotel is not up to the mark because the decoration was
substandard and demands the significant improvement. The new attractive decoration is
required to increase the experience of the customers. The lobby in the hotel must attract the
customer from the first step and develop the perception of the hotel.
It is also recommended to improve the hotel lobby by redesign the interior of the lobby and
include the eye-catching quality decoration that provides the attraction to customers and also
increase (Li, Ye & Law, 2013). The decoration must be properly designed and include the
wall paintings, corner decoration and also fancy lighting to maximum the attraction. The
lobby must have open space and not provide the confined environment feeling.

7. It is important to place the sign boards appropriately to increase the customer satisfaction.
The New LEDs signs are a preferable option (Belk,& Yeh, 2011). Because they create more
attraction and increase the overall satisfaction of the customers.
It is also suggested to adopt the continuous improvement approach to improve both the
design and service quality is all aspect in future and emerge as one of the leading hotels in the
hospitality industry in the country.
Reference
1. Matsushima, K., Nishimura, T., Ichikawa, S., Sekiguchi, M., Tanaka, T., Mizuki, S.
A. S. A., & Tazuke, F. (2011). Indoor Lighting Facilities. Journal of Light & Visual
Environment, 35(2), 160-173.
2. Nassif, N. (2012). A robust CO 2-based demand-controlled ventilation control
strategy for multi-zone HVAC systems. Energy and buildings, 45, 72-81.
3. Tuzon–Guarin, J. M. (2016). Housekeeping Management Practices and Standards Of
Selected Hotels and Restaurants of Ilocos SUR, Philippines. Browser Download This
Paper.
4. Chan, C. S., Lee, S. C., Chan, W., Ho, K. F., Tian, L., Lai, S. C., ... & Huang, Y.
(2011). Characterisation of volatile organic compounds at hotels in southern
China. Indoor and Built Environment, 20(4), 420-429.
5. Belk, R., & Hsiu-yen Yeh, J. (2011). Tourist photographs: signs of self. International
Journal of Culture, Tourism and Hospitality Research, 5(4), 345-353.
6. Jaya, R. H. S. (2014). Ruemz hotel, Subang Jaya, Malaysia. Retrieved February 15,
2017, from https://www.ruemz.com/
7. Li, H., Ye, Q., & Law, R. (2013). Determinants of customer satisfaction in the hotel
industry: an application of online review analysis. Asia Pacific Journal of Tourism
Research, 18(7), 784-802.
8. Georgiadou, Z., Frangou, D., & Marnelos, D. (2014). Xenia Hotels in Greece:
Rejection or Re-use? A Holistic Approach. In Proceedings of the 4th International
Conference on Tourism and Hospitality Management (pp. 20-33).

8. 9. Fernández, J. I. P., Cala, A. S., & Domecq, C. F. (2011). Critical external factors
behind hotels' investments in innovation and technology in emerging urban
destinations. Tourism Economics, 17(2), 339-357.
10. Parsa, H. G., Gregory, A., & Terry, M. (2011). Why do restaurants fail? Part III: An
analysis of macro and micro factors.
11. Papamichail, K. (2012). 17 Accessible Hotels: Design Essentials. Best Practice in
Accessible Tourism: Inclusion, Disability, Ageing Population and Tourism, 53, 241.
12. Susskind, A. M., & Verma, R. (2011). Hotel guests’ reactions to guest room
sustainability initiatives.
13. Penner, R. H., Adams, L., & Rutes, W. (2013). Hotel design, planning and
development. Routledge.
14. Strannegård, L., & Strannegård, M. (2012). Works of art: Aesthetic ambitions in
design hotels. Annals of Tourism Research, 39(4), 1995-2012.
15. Avermaete, T. (2013). Hotel lobbies and lounges: the architecture of professional
hospitality. Routledge.
16. Klitzke, C. J., & Thomas, R. (2011). Bioterrorism: What Should Hotels Do to Reduce
the Risk?
17. Three-star hotel lobby decoration picture. (2013). Retrieved February 15, 2017, from
https://www.google.com.pk/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=
rja&uact=8&ved=0ahUKEwi8yqfy1ZHSAhWIMhoKHeI2CZ8QjRwIBw&url=http%
3A%2F%2Fwww.download3dhouse.com%2F2013%2F11%2F26%2Fthree-star-
hotel-lobby-decoration-
picture%2F&psig=AFQjCNHKsgC7QmAe8jykEfbC1z4dQ1O4Ww&ust=148723328
7499496
18. Boonyayothin, V., Hirunlabh, J., Khummongkol, P., Teekasap, S., Shin, U. C., &
Khedari, J. (2011). Ventilation control approach for acceptable indoor air quality and
enhancing energy saving in Thailand. International Journal of Ventilation, 9(4), 315-
326.
19. Braun, R. (2011). The Lobby as a Living Room: What Interior Design Innovations
and Products do Luxury Hotels Implement to Attract Guests to their Lobby. Zavrsni
rad. Modul University Bec.
20. Blanch, A. (2014). Hospitality lighting solutions communication framework.