As the world continues to navigate the COVID-19 pandemic and adapt to these unprecedented times, HD is checking in with members of the hospitality industry around the globe to find out how their businesses are being impacted and what they anticipate will change down the line.
Beth Campbell, Wilson Associates
What are the biggest challenges you’re facing?
We are fortunate to have an incredibly close-knit team, hallmarked by a collective spirit that has continued to push our organization forward despite the current situation. What we were once able to do in the presence of our colleagues, such as brainstorming, drafting, sketching, and sharing ideas, the team is now quickly adapting to accomplish digitally. While the adjustment was certainly a challenge, I am proud of how the team has overcome the initial obstacles together.
What is your current work situation?
As soon as we understood the risk, we implemented a remote-work policy for our design studios located throughout the world. Our concern has always been, first and foremost, to protect our team, their loved ones, and of course, our clients. We are fortunate to have an IT department that was able to respond quickly to the changes, and now our client and project team meetings are conducted virtually via Zoom.
What are some of the positive effects of working in these new ways?
Adversity always leads to positive outcomes. We’ve embraced change under the new normal through means of increased collaboration and communication between all studios, and I could not be more proud of how the team has responded to the adjustment in workflow. Though we are physically divided, there is no longer the barrier between studios. The dynamism among the team is phenomenal—we have even had the chance to work with people that we may not have interacted with in the past, and that’s been great to see.
What is your pulse on the industry?
As difficult as the pandemic has been in our everyday lives, we have found that our clients are moving forward with their developments thus far. Although there has been a great deal of uncertainty, the situation enables us, as a team, to think beyond our typical scope and foresee how the virus will impact the way we interact with others. As it relates to the hospitality industry, we may see a drastic turn in the emphasis of social spaces. In an effort to remain connected and further strengthen our relationships with clients, our team has made it a routine to host virtual lunches and “coffee runs,” in addition to virtual webinars and conferences.
What does this mean for the future of hospitality?
Ultimately, the crisis will bring forth a great deal of lessons to us, both as a team and as individuals. We will not only be tasked with questioning ourselves, but also with the way we operate a business and prepare for unexpected and monumental events such as the current pandemic. We cannot predict when life will resume to normalcy, but the hospitality industry must be prepared for the inevitable bounce-back of society. Hotels will flourish when this day comes, as people scurry to travel and do all the activities they missed out on while the world stood still. However, it is up to us to design spaces that will be a welcoming safe haven for guests who may have concerns about cleanliness and face-to-face interactions.
Lastly, share some good news! Have you done anything to stay busy in these crazy times?
While this is indeed an abnormal time, I have found myself and my team invigorated and focused on the “next normal.” We continue to push forward through a combination of curiosity that’s inherent in designers and a belief that inside every crisis is the next level of excellence.
On a personal level, I went from a 95 percent travel schedule to 0, which has significantly added to my wellbeing during an otherwise calamitous time, providing a deepened opportunity for focus and clarity. I am now finding more time for daily exercise, meditation, and reading, which creates a wonderful start to each day that I cannot always enjoy on the road. We are also finding that our clients need our support now more than ever, which keeps my day quite full. I am fortunate to be surrounded by loved ones and tethered to friends via Zoom gatherings, and we look forward to the day we may safely return to our offices. Though, I must say, we are certainly still finding joy in these strange times.
Greg Keffer and Shawn Sullivan, Rockwell Group
What are the biggest challenges you’re facing?
Greg Keffer: The basis of our design work is connecting people in shared experiences—dining with family and friends, attending theater and concerts, and learning together—the very conditions in which the coronavirus crisis completely undermines. However, we are determined to create solutions that will allow us to continue with our everyday rituals, enhancing whatever real time, in-person interactions are taking place within the space—to make them more memorable, more emotional, and ultimately, more meaningful.
What is your current work situation?
Shawn Sullivan: Rockwell Group’s New York, Los Angeles, and Madrid offices are working remotely. It’s definitely been an adjustment, but it’s also been encouraging to see how creative and empathetic our firm can be during such uncertainty. As architects and designers, we’re constantly thinking about creative solutions to meet the needs of our clients, and now we are also addressing how we work collaboratively with our staff.
GK: Fortunately, technology—especially video conferencing apps—have allowed us to stay connected with our teams and clients. We are also conscious that more check-ins are necessary now that we no longer work in an in-person environment for the moment. I can’t just walk by someone’s desk and have a conversation or provide immediate feedback. Instead, I’m doing “drop ins” via Microsoft Teams. I know our team is loving the social aspects of our Zoom happy hours and the social bonding it allows that otherwise we are missing.
What are some of the positive effects of working in these new ways?
GK: Keeping rituals is important to feeling normal. We now hold virtual studio-wide gatherings every few weeks, where we review a project together and discuss the health of the studio. It’s a way for everyone to feel the positive movement of our work and the bond of the group. Overall, we’ve been truly inspired by the Herculean efforts our staff have made to prepare for the unknown, and we are overwhelmed by the results.
What is your pulse on the industry?
GK: Like most architecture firms, COVID-19 has affected our national and international work to varying degrees. Some projects are still under construction and some are on hold for the moment.
SS: As a global firm, Rockwell Group is built to seamlessly work with our clients through technology. So in terms of staying connected, the lack of travel is the main change.
What does this mean for the future of hospitality?
SS: The COVID-19 situation is still evolving, and everyone is constantly learning about the virus and its effects. Right now, we are evaluating what we can do immediately—and in the future—to help our clients, employees, and the public. David, Greg, and I are having conversations with close friends on how we can rethink the future of hospitality, especially the restaurant industry. We’re exploring new opportunities and solutions that will support chefs and restaurants after the restrictions have lifted. Our post-pandemic world will likely be very different from the world in which we are so familiar. However, we do know it will be a world in which hospitality and design continue to play a vital role.
Lastly, share some good news! Have you done anything to stay busy in these crazy times?
GK: This experience has reinforced that our studios and firm as a whole are like a family and during these grim and uncertain times, it’s been encouraging to see how nimble, creative and empathetic our staff is. It’s easy to focus on the negative, but it’s just as easy to focus on the positive, support one another, and grow from this unexpected moment as individuals, communities, and workplaces.
Kiko Singh, BraytonHughes Design Studios
What are the biggest challenges you’re facing?
The most challenging part is dealing with the unknown. It’s like watching a wave, and you can’t see how large it is until it consumes you. We have seen other countries impacted ahead of us, and we’re trying to learn what we can from their experiences. From an employer’s standpoint, it’s frustrating not knowing when the city ordinance will lift and we can work together again face to face.
What is your current work situation?
Our office is currently working from home. We increased our Zoom and GoToMeeting accounts so team members can meet virtually and still collaborate. We also do staff Zoom happy hours at the end of the week so everyone can catch up. Sadly, we’ve had to furlough some team members as some of our projects have paused, but we hope these furloughs will be short-term solutions. The challenge for management is to stay engaged and as transparent as possible with our coworkers regarding what the future might hold. The partners also meet several times a week to review our finances and strategies as the economic climate changes.
What are some of the positive effects of working in these new ways?
Technology is a very powerful tool, and we’re able to accomplish a lot with as little as a laptop and the internet. Some parts of our roles have become very productive because people are interrupted less and can schedule work around their lifestyle. That being said, the nature of our work requires some level of in-person interaction. I know the staff misses each other, and nothing can replace holding, touching, and feeling a sample.
What is your pulse on the industry?
What is interesting is that no one sector has paused while others move forward. A few of our large hospitality projects are moving forward because they’re under construction and located in areas that have not been as affected by the virus, while other projects in earlier design phases have paused. We’re very connected to our clients, checking in on them periodically and finding different ways of working. Recently, we had a GoToMeeting walk through for a project that is opening in a couple months in place of an in-person visit. While it would have been great to be there, we were able to accomplish what was needed to stay on track.
What does this mean for the future of hospitality?
I wish we could look into a crystal ball, as the future could go in so many different directions. People’s confidence in travel for work and pleasure will be a huge factor. When this confidence returns, hopefully developers and operators will keep these projects moving forward and we can continue to do the work that we love.
Lastly, share some good news! Have you done anything to stay busy in these crazy times?
We’re using this time to hone our productivity and catch up on updating our office standards. We’re spending more time with our family and pets. And on a more exciting front, we’ve started to collaborate with a lighting manufacturer on a new lighting line, dipping our toes into other elements of the design world.
Related stories:
3 Industry Leaders on Today’s New Normal
3 Design Duos on Making the Most of Trying Times
6 Designers, Architects, and Entrepreneurs on Staying Connected
For more COVID-19-related news and stories from HD, click here.
