Maintaining a steady level of income throughout the year and, indeed, throughout the week, is a longstanding problem for the hotel trade. In city tourist destinations, weekend occupation is usually high, while lower midweek occupation forces down rates to attract custom. Spanish chain Petit Palace Hotels reckons to have an answer in its use of individually tailored, high-quality background music systems.
Petit Palace Hotels (PPH) specialises in areas with good communication routes and high commercial activity such as Madrid and Barcelona, targeting both business and leisure custom. Licences for building hotels in these areas are becoming increasingly rare, however, due to geography or population density. For this reason, the company’s policy is to adopt historic buildings and adapt them to hospitality use.
PPH (and it’s ‘luxury’ marque, Icon) offers a ‘complete experience’, unique to the brand, including high quality background audio. With converted buildings often possessing interesting and attractive architecture, establishing the right atmosphere without visually intrusive modern equipment is vitally important.
‘In the hospitality industry there are many different levels, so recognising the competition is very important,’ says PPH Madrid SuperHost, Felipe Morales. ‘The customers we want to attract are not necessarily those who would, for example, choose a franchised brand hotel or the likes of AirBnB. We are developing a portfolio of boutique hotels with historic or cultural charm and our aim is to provide an experience that our customers cannot get elsewhere.’
‘Experience’ is a much-used – and often misused – word in the hospitality industry. However, it is entirely appropriate for what PPH aims to achieve. For us it means every aspect of a guest’s interaction with the hotel,’ he continues. ‘From the minute that the booking is confirmed, we go out of our way to make sure our guest expectations are catered for. Whether it’s a business person who is seeking a quiet place to relax or prepare for their busy schedule, or a long haul tourist visitor who is planning to immerse themselves in luxury shopping opportunities. We are there to help prepare their trip and advise.’
Creating the desired ambience within the hotel requires discreet, architecturally-sympathetic background music systems to work almost subconsciously with décor, lighting and aroma.
Installation company Com2000 has worked with PPH for many years and the company’s Managing & Technical Director Enrique Bravo Peco has made it his task to constantly monitor the technology available for the hotel industry, and to advise PPH on the best way to achieve their goals, as well as installing and maintaining the equipment.
‘As part of PPH’s ongoing programme of new and refurbished hotels, we have been asked to specify a background music system that would blend in with the décor, as well as provide a clear and balanced sound,’ he says. ‘Yamaha CIS loudspeakers are tastefully designed and very discreet. Despite their small size, they also sound very good, even at low levels. One of the problems with so many speaker systems is that they lose definition at low levels. With the Yamaha speakers we don’t have this problem.’
Hand-in-hand with aesthetics and audio quality, the choice of soundtrack is very important. The PPH marketing department individually selects playlists for each public area of every hotel, which are streamed from Spotify. Throughout the day, the atmosphere in these areas is precisely tailored to suit the mood, with all the sensory elements subtly changing as time progresses, working seamlessly together to deliver the perfect ambience for each moment of every 24-hour period.
‘It’s all about creating a luxurious, relaxed and approachable atmosphere, carefully planned at all times to match the expectations of our guests,’ Morales says. ‘Having made so much effort to choose the right music in our hotels, we want our guests to enjoy it. However, if instead they want to focus on something else, such as an intimate conversation or writing an email, the music shouldn’t interfere. Getting the balance right is really important. The music should never interfere; it is there to enhance the customer experience, not dominate it.’
As well as the aesthetics and audio quality of the speakers, a comprehensive ‘behind the scenes’ infrastructure ensures that this careful balancing act is maintained at all times. ‘Yamaha audio processors and amplifiers are equally important to the success of PPH installations,’ Peco says. ‘The whole system means that we are able to deliver the aesthetics and sound quality that they are looking for. Dedicated iPad controls also mean that, whenever necessary, the management teams are able to discreetly control the system manually to suit the occasion.’
Proof of the success of the PPH concept is in the way that its hotels attract repeat visits from both local and international business travellers, as well as discerning tourists from around the world, particularly from Latin America and Russia.
‘Recently our president, Cristian Andersen, visited the Icon Wipton Hotel in Madrid and remarked, without prompting, how good he thought the sound was,’ says Marales. ‘I think this shows that Com2000 has got it right.’
More: www.yamahaproaudio.com
