Hospitality

Help guests find their way without asking.

We help inns, resorts, and restaurants design how guests find information, get around, and book what they came for, so your staff spend less time answering the same questions.

How we look at a stay

We look at a guest's stay the way a software designer looks at an app. Every guest has a need, like finding dinner or booking a boat trip, and a path they take to meet it. When that path is clear, guests help themselves. When it isn't, they wander, miss what you offer, or line up at the front desk.

What we work on

Guest information

In-room guides and menus organized by what guests want to do: relax, explore, eat, or get help.

Wayfinding

Simple maps and signs placed where guests make decisions, at eye level, in the same colors as the guides.

A brand that does a job

A short set of color and type rules, so a guest can tell at a glance which material is about dining and which is about activities.

Staff roles

We write out each team's daily routes and duties, so overlapping jobs get sorted out and nothing falls between roles.

An example

At one resort, every room had a set of identical blue binders full of useful information, and guests rarely opened them. The property map mixed staff areas with guest areas and was posted once, at hip height, off the main path.

Before: four identical blue binders. After: four guides in four colors labelled Relax, Adventure, Dining, and General. Before RelaxAdventureDiningGeneral After

We proposed:

  • Four guides, each with its own color: relaxation, adventure, dining, and general information.
  • A simpler map in the same four colors, showing only what guests need, with opening hours on it.
  • That map posted at eye level at path intersections, with a "you are here" marker.
A simplified resort map in four colors: relaxation, adventure, dining, and rooms, with a you-are-here marker and opening hours. Spa Water sports 9 am to 5 pm Restaurant 7 am to 10 pm Rooms You are here

A guest who reads about water sports in the orange guide can find the orange area on any map and see when it opens. The resort's leadership welcomed the plan.

Who it's for

Inns, B&Bs, lodges, resorts, and restaurants in Vermont and nearby New York.

Further reading: Guest Journeys: More Than Just a Slogan · Our portfolio, including the Slate Valley Leisure Index

Start the process

Tell us about your property and where guests get stuck.

Book a free, private 30-minute call