A Guide to Hotel Design Pt 16: Reception – Make it Smiles Better

Reception should be the friendly face of the hotel. The space needs a smile, so the interior created must be welcoming, warm, and friendly. Unfortunately, the designer has no influence over the staff, who must also smile their welcome. A famous hotelier once said to me that they could not understand anyone being in the hospitality industry if they could not smile a welcome at guests.

As a designer, I tried to imagine a guest arriving in the hotel. So come with me whilst I imagine, and see how it leads to a set of criteria for the design.
Imagine it is November. Imagine yourself as a salesperson that has not had a good day. Your car is full of samples, and no one has liked them. Much as you might want them all to be stolen overnight, your first requirement is that they are safe in the hotel car park, so as you arrive you look for the most secure place to park. It is dark and pouring with rain so as you run to the door into the hotel, you are looking for a welcome, perhaps a nice fire to dry off in front of and a welcoming armchair to sink into. A drink put in your hand would be nice, together with some slippers and a menu for a good restaurant. You have been here before so recognition would be good, along with someone taking your bag to your room and making you feel as at home as you ever are on your travels.

Is this fantasy? Not really, some hotels are able to use computing power to achieve this. Others dispense with a reception desk altogether and greet and register with a hand held tablet computer, putting a guest at their ease and sitting them down to register them. If a guest is a regular then make them feel welcome back. Use your geography, the layout of the hotel to help deliver the surprise and pleasure of a proper welcome.

Fun fact: I’m usually the person friends rely on to organise trips, schedules, and group plans.

Workhighlights: Successfully coordinating events from planning through to delivery and seeing everything come together on the day.

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Fun fact: People tell Sienna she gives off Bridget Jones vibes, and she loves to bake, always making sure there are shortbreads floating around the office

Work highlights: Sienna joined Forum Events & Media Group while studying Communications and Media, starting in the sales team where she managed and helped launch the first the PA Life Leading Venues of London SHOWCASE, where she built relationships with luxury venues across the capital. Drawn to the stories behind these spaces, she naturally transitioned into the editorial team, creating social media and editorial content. Upon graduating in June 2026, she is excited to be joining as Assistant Editor for Hotel Designs and SPACE.

Fun fact: When not working, Jess can usually be found tending to her kitchen garden in the Sussex countryside or foraging for herbs in the nearby woods. A keen grower, she recently studied a RHS Level 2 Diploma in the Principles of Horticulture during her spare time.

Work highlights: Jess joined SPACE magazine in 2022 and has since progressed from Assistant Editor to Editor. During this time, she has worked across many aspects of the publication – from shaping editorial strategy and overseeing operations to contributing to art direction and representing the brand on stage at industry events including Surface Design Show and WOW!house.

Alongside her role at SPACE, Jess has built a creative career spanning the arts, culture, design and travel sectors. Prior to joining the magazine, she spent more than a decade in the commercial art industry, in artist liaison, gallery management, and curating collections for the hospitality sector across hotels and cruise ships. During this time, she also worked on freelance projects as a writer, photographer, and creative content producer.
 
Jess studied photojournalism at London College of Communication and the Danish School of Media and Journalism and holds a first-class BA (Hons) in Culture, Criticism and Curation from Central Saint Martins.

Fun fact: Katy has spent years perfecting all kinds of accents and loves a good impersonation!

Work highlights: Katy has been with Hotel Designs since the beginning, way back in 2015 when Forum Events & Media Group acquired the brand.

During this time, she has fostered many meaningful relationships with clients from across the hospitality spectrum, as well as playing a pivotal role in the launch of The Brit List Awards, Hotel Designs MEET UPs, client-led roundtables and panel talks, brand and website redesigns, HD Wellness Sets, DESIGN POD podcast, Hotel Designs LIVE panel talk series, Accessible Design Talks and more. Katy is always on the lookout for the next opportunity to help grow the Hotel Designs brand even further.
 
Most recently Katy has stepped in to the role of Publisher atSPACE magazine, the printed bi-monthly publication focused on hotel design, architecture, and development.
Together these platforms offer a comprehensive 360-degree service encompassing digital media, print publishing, and live events – providing unparalleled value to advertisers, partners, and readers alike.