The Untold Secrets of a Successful Model Room Review

First, my take on Model Rooms is that they are probably mis-named.  Or perhaps better, they are misunderstood.  It helps if everyone on the review team understands that the functional name here is Model Room, not Perfect Room.  It’s a mindset.  The whole point of creating this model, this prototype, is to bring to life the fusion of a specific set of functions and aesthetics so that all stakeholders can have their “A-ha” moment.   This group of stakeholders includes those people who can visualize and those people whose skillset doesn’t include hallucinating for a living - like interior designers and architects do.  The review is important because from this point forward, this prototype begins the roll-out of many, many more rooms of its kind, and quite probably many more which are slightly different, either in their physical configuration or their contents (different FF&E pieces).

Equally important, it’s key that each stakeholder understand the value of their feedback and opinions and express those as openly and as quickly as possible to the entire project team, sharing all standards, goals, expectations, schedules, budgets, etc.  Stringing out feedback over weeks can slow the project down incredibly and can be counter-productive to the process.  For the vast majority of the time, my reviews have taken merely several hours, start to finish.  However, I’ve also had model room reviews which lasted eight weeks and involved a cast of hundreds.  Design by committee and certainly review by committee is very inefficient and is counterproductive to moving a project with any pace.  The obvious exception to this is if the project is a genuinely new product prototype being reviewed by focus groups and time is needed to test, adjust, test, and gain consensus as to what the preferences are of a given target market group.

Unless otherwise requested, there really shouldn’t be a design element in the final model room which hasn’t been seen before.  No ambushes, no sneaky substitutions.  Surprises at holidays and birthdays are great, but not in a model room.  An exception to this would be that something was either built or fabricated incorrectly and there was no time to get the mistake corrected.  In such an instance, having the renderings, specification, drawing/shop drawing and correct color, material or sample on hand will help to clarify intent and hopefully be sufficient to allow for an approval so things can keep moving forward.

In addition to what I’ve just mentioned, I’d also like to share some valuable insights, tricks and tools which should greatly improve your Model Room experience. 

1. Schedule the review as early as possible so that all stakeholders have sufficient time to plan travel and accommodations.  Establish the expected duration in the invitation.
2. If the project is a renovation model room, I feel strongly that the review should begin in the “old” room so that the context can be set.  Many times, people are not intimately familiar with the “before” room and its various challenges and faults.  By beginning the review in the “before” room and then transitioning the group to the “after” room, the team can better grasp the magnitude and depth of changes when they are seen in comparison.
3. Begin the review with recap of project scope, objective/purpose and accurately defined constraints (what I call the Big 3 - Schedule, Budget and Quality).  This should be in written form and handed out to all stakeholders.
4. Identify attendees and stakeholders in advance.  All stakeholders and participants should be introduced to one another if not already known. Third party representation and surprise visitors can be disruptive and can stifle candid discussion and criticism.  You could also consider splitting the review into two groups, with the primary internal review done first, then the project team afterwards, so that the points of the first review can generate action items, and “champions” for those action items can be assigned.  I also feel that Operations, Housekeeping, Sales & Marketing, and Asset Management should be represented.  Reiterate their roles and expected feedback limitations, however.  Everyone has an opinion; however, opinions with regard to aesthetic considerations (which is better? blue or red?) are best left to those qualified to express them.  Making a property-wide design decision based on personal favorites is a misguided assessment and lacks the necessary clarity.
5. The model room should include all design elements (FF&E, interior architecture, etc.).  Having options for items which are still up in the air and having samples of full size pieces made by different manufacturers to compare is a great help.  This can include seating, accent pillows, patio furniture, lamps, wallcovering, stone counters or carpet colorations. These elements will give the review team the tools they need to make faster, better informed decisions. Plus, with seating for example, there is no substitute to having the ability to have a sit-test and make any necessary adjustments.
6. Products which are being reviewed should bear no manufacturer’s logo or naming identification so that an objective evaluation can be made.  Additionally, all evaluation criteria should be stated - e.g. price, production time, durability, operational requirements, performance standards, warranties/guarantees.
7. Make sure you’ve got clear, scaled plans, reflected ceiling and lighting plans, and pertinent details, sketches and renderings which were created as part of the design and approval process. Also present should be the complete FF&E spec binder including all samples, CFA’s and shop drawings. In some instances, you need to clearly see the path of how and why an item resulted as it did.
8. Provide a room matrix and distribution list indicating total number of rooms and identifying all room types within the project scope.
9. Provide a full, itemized budget breakdown of both FF&E as well as GC related work.  Include add alternates and deduct alternates, as well as VE options.  Be prepared to discuss this in granular detail.
10. Provide an updated project schedule indicating start, duration and completion dates and staging.  The PM’s approach to cycle time, staging and shift work and duration of turns.  If the model room is for a renovation, include the proposed plan for take-down as well as protocol for minimizing guest disturbance and property disruption.  This protocol should be well coordinated with hotel operations.
11. Review all staging, warehousing, logistics and installation plans.  Make confirming approvals as needed.
12. The PM should lead the meeting and delegate specific segments to the appropriate party or subject matter expert (interior designer, architect, purchasing agent, general contractor, etc.)
13. Set the house-rules and conduct assumptions.  Control the review so that you minimize sidebar discussions and multiple conversations.  Be prepared to reign-in folks from time to time to keep things on schedule and on topic.
14. Ensure that there is sufficient heat or air conditioning, ventilation (the basement of hotel and minimal A/C makes for a miserable environment and can overly tax peoples' resources).  Consider providing a small offering of refreshments, breath mints and waste disposal bin outside the room.  Let attendees know where restroom facilities are.  We once had a Model Room inside a container in Long Beach.  People were hot and thirsty!   
15. On hand (and hidden away) should be any last minute touch-up cleaning supplies and a vacuum cleaner as well as a steamer should you have pressing needs.
16. As an interior designer, personally I always bring a large tape measure, drawing/sketching paper and tools.  I’ve solved many a challenging issue on-the-fly by quickly sketching design solutions for the stakeholders to review on the spot.  Other goodies in my MacGyver kit include paint fan decks, grout sample boxes, yarn poms, quick-set adhesive, duct tape, packing tape, non-marring painter’s tape (the green stuff), a selection of colored tape dots, multi-tool, scissors, Swiss army knife, small pry-bar, gloves (vinyl and leather), light bulbs in varying wattages and color temperatures, torpedo level, razor scraper, hand towel & soap.  You might want these with you too.
17. The final model room should also include either real or representative examples of all devices such as thermostats, Fire/Life Safety, door handles and locking mechanisms for all doors, including patios and entry doors if they are within scope.
18. If in scope, the corridor should also be reviewed.  All the above criteria and considerations should be considered where applicable.
19. Accurately document discussion points, proposed changes and all final decisions and approvals.  Consider recording either in audio or video format so that all details are recorded accurately.  You can then easily have the recordings transcribed (rev.com is great for this) so that you can make final edits.  Issue meeting minutes to all stakeholders in as timely a manner as possible.

The most successful Model Rooms I’ve attended have not necessarily been those with the least amount of issues; they’ve been those that were well organized and the team’s mindset was that we were all present to craft a beautiful room together.  Those two characteristics really make a difference.   

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