DESIGN
happens when opening a hotel .” On June 11 , the café made its debut ; on July 11 , a sit-down brunch was introduced ; the bar and bar snacks launched mid-August ; and in November the full dinner experience became available . Carlson says the unfolding chapters revealed a better way to correctly open a hotel , extend its publicity period and look after team members ’ wellbeing as brand ambassadors – all factors that fueled Yours Truly D . C .’ s rise to TripAdvisor ’ s fifthbest hotel in D . C .
The “ living room ” area of Mercy Me restaurant and bar
GATHERING PLACE According to Simeone , the brief from Shai Zelering , managing director , real estate , Brookfield Properties , was to create a place that speaks directly to guests , almost a gathering place first before a hotel . Her research showed that the brand messages shown on other Dupont Circle hotels ’ websites didn ’ t match customers ’ feedback on social media , and no properties had such a multifaceted identity that they were also a magnet for locals . SDDG needed to create that missing hub .
Other hotels “ were so busy deciding who they wanted to be that they weren ’ t listening to their guests ,” says Simeone . “ We had an opportunity to create ever-changing , serendipitous experiences with retail , a coffee shop , a cool chef , a great cocktail program and DJ jam sessions so that people really don ’ t want to leave . But unless we had buy-in from the developer , the operator , the GM and the staff , it would fall flat .” Fortunately , they did — particularly since all employees from the Wink , except for F & B , stayed on board for the new hotel . Whether “ Yours Truly ” or “ Truly , Yours ” — the official sign-off for correspondence — the branding not only answers Zelering ’ s vision , it reflects the management ’ s philosophy of giving team members the freedom to care for guests in their own unique ways . The result is customer service born from employees ’ sense that the hotel is truly theirs as well .
Guestroom
Event space
30 hotelsmag . com January / February 2021