Beyond Check-In: How Construction Shapes the Guest Experience

In hospitality, design sets the tone but construction defines the experience. Spatial layout, acoustics, lighting, and even the flow between back-of-house and front-of-house operations all influence how guests feel, behave, and ultimately rate their stay. As hotels evolve to meet the needs of remote workers, wellness seekers, and lifestyle travellers, the physical environment must work harder than ever—both aesthetically and operationally.

This is where construction plays a decisive role.

At Pullman Orchard, these principles were put to the test. Tasked with transforming a legacy hotel into a flagship destination for the French luxury brand's first outpost in Asia, TCG in Singapore had to balance speed, precision, and guest sensitivity while working in the heart of Orchard Road.

This article explores how we delivered a full building refurbishment and interior fit-out across 326 rooms and 45,000 square feet of guest-facing areas in just 17 weeks. From phased planning and stakeholder coordination to bold visual statements and operational continuity, here’s how we built an experience worth checking into.

A Flagship Vision Meets Real-World Constraints

When Pullman Hotels took over the former Grand Park Hotel, they inherited a centrally located property on Orchard Road that no longer matched the expectations of today’s luxury traveller. Disjointed public areas, inconsistent rooms, and an underwhelming arrival experience fell short of Pullman’s bold, cosmopolitan brand.

The brief was clear: transform the space into a vibrant lifestyle destination without disrupting daily operations. TCG in Singapore delivered a full building refurbishment and interior fit-out across 326 rooms, seven floors, and 45,000 square feet of guest-facing areas, all within a live hospitality environment.

Despite the challenges, the transformation was completed in just 17 weeks. This was made possible by close stakeholder coordination, careful planning, and a phased construction approach focused on guest comfort and operational flow.

Coordination Behind the Curtain

Every seamless hospitality renovation is underpinned by strong coordination. At Pullman Orchard, our team worked closely with CBRE and the hotel’s operations team to ensure our construction services supported guest experience at every step.

Daily briefings helped align access, scheduling, and service touchpoints. We adjusted sequencing in real time, deferring works during check-in peaks and managing noise during VIP arrivals. This was made possible by a clear pre-construction strategy and a phased approach, developed in close consultation with project stakeholders.

Our collaboration with EDG, the appointed designers, extended to every detail. As part of our interior design and fit-out services, we reviewed layouts through an operational lens, ensuring smooth service flow, clear sightlines, and easy housekeeping access. Design and build workshops, supported by BIM visualisations and mock-ups, allowed us to identify and resolve installation challenges early. Keeping site activity precise and efficient once works began.

Piya, lead designer at EDG Asia, brought a clear vision to elevate the guest experience. For instance, the L-shaped building layout offered little opportunity to separate front-of-house dining from back-of-house operations. In response, we constructed a discreet service corridor and tunnel, concealed behind ribbed glass blocks. This preserved the architectural rhythm and allowed natural light into adjacent meeting rooms while keeping staff movement hidden from guest view.

Phased to Precision

The project was delivered in two distinct phases. The first focused on guest room upgrades across seven floors, including repainting, window replacements, new furniture, lighting, and M&E enhancements. These were more than surface updates. They reflected the Pullman brand’s bold, fashion-forward spirit and were sequenced floor by floor to keep rooms in service throughout.

The second phase covered the interior fit-out of Front of House, dining, and public areas. To minimise errors and streamline coordination, we used BIM technology to develop 3D mock-ups of complex spaces like the show kitchen, lounge, and the P.S.O. Beach Club, Singapore’s only “beach club” in the heart of Orchard Road. These digital models allowed us to coordinate M&E services and lighting before site work began.

A standout feature of this transformed space is the metallic blue and gold chain ceiling, made up of over 700 LED lights controlled by a central system. This bespoke centrepiece was not just a design statement. It was a technical feat that required precision planning and close collaboration between subcontractors, lighting specialists, and the site team to get every detail right. One of the key challenges was the low existing ceiling, a common limitation in older buildings. To achieve a sense of openness, we worked with EDG to redirect ducting and free up vertical space, allowing the ceiling to be raised as high as possible without compromising services.

Value Beyond Scope

Faced with a tight timeline and split scopes, we implemented risk-mitigation strategies that kept quality front and centre. By engaging multiple carpentry and furniture vendors, we maintained momentum across trades without sacrificing workmanship. Our team ensured that every vendor met Pullman’s standards for finish, durability, and detailing. Delivering fast should never mean cutting corners.

Our team was also quick to suggest design-led value engineering where it made sense. Like replacing a platform lift with a more efficient and cost-saving ramp design, which accelerated installation and improved overall flow.

Throughout, our focus on safety never wavered. With strict access controls and daily toolbox briefings in place, the site remained fully compliant and injury-free. The project was completed with zero reportable incidents. A reflection of our commitment to safe, high-quality construction services that meet both guest and owner expectations.

---

Pullman Orchard’s successful launch marked a confident debut for the brand’s flagship presence in Singapore. The transformation of a dated property into a bold, design-led destination was not only completed on time, but also scored 90% and 93% in client satisfaction at the end of each project phase. From the guest rooms to the striking arrival experience, every space now reflects Pullman’s cosmopolitan identity, helping the hotel stand out in a competitive hospitality market.

At TCG, we understand that thoughtful construction services do more than deliver a physical outcome. They shape how guests arrive, rest, move, and remember. By integrating interior design and fit-out services with operational needs, we created a space that works just as well behind the scenes as it does for the guest.

Pullman Orchard is proof that even in the most complex, live-site conditions, it’s possible to deliver with speed, precision, and care. And we’re ready to do it again with partners who value the difference good building makes.