Dear Owner,
Let's tell the truth: if you could, the mini-bar would disappear with the stroke of a magic wand or the nasconderesti behind a plasterboard wall.
We know what it takes to sleep at night. Is not the occupation of the next season, but that terrible, distressing thoughts: “And if the host of the 204 downs Coca-Cola, and then, with the face of a more badass in the world, says on the receipt that has not touched anything?”.
You see, while you are shaking hands at the thought of those 3 euro and 50 cents evaporated. But today we are here to put a stop to cry on the juice d’orange paid, and understand that the mini-bar is not a thief in the profits, but as a vital tool for Brand Reputation.
Full or Empty? The dilemma that reveals who you are
If you manage a Hotel that is at least a 3 stars and your LOS (Length of Stay) the average is at least 2 nights, you have no excuse: that blessed the refrigerator must be FULL.
Why? Simple. The first night l’a guest arrives weary, the thirsty, and he has no desire to get off at the bar in pajamas. If you find the desert in the fridge, you've lost l’the occasion to make him feel welcomed, and, above all, you lost a built-guaranteed.
But be careful: manage a mini-bar full requires two qualities that are often lacking in the manuals d’usage: training and surgical precision.
- Housekeeping: Your rulers must be of snipers. The control and the supply must be methodical. If we are missing a peanut, the notification must get to the desk before l’host loads the suitcases in the car.
- Receipt: Your receptionist should cease to fear the comparison. At check out you do not ask generically “I Hope everything went well”he asks with a bright smile: “You have consumed anything from the minibar on this night?”. If l’guest try to be clever and you don't have a control system that functions, it is the fault of your organization, not of his dishonesty.
The “Model Hilton”: If just a little, move to the business
If your hotel lives of “hit and run” with a LOS of less than 2 nightsthe strategy changes dramatically. In this case, we learn from the giants: do as Hilton.
In the room? The mini-bar remains EMPTY. But not for sloppiness, for the strategy. In the lobby, however, engages a Hub dining monumental. A huge mini-market where guests, at any time, you can buy what you want, and fill up the minibar in the room of every gift of God.
The advantage? L’guest, it serves only, pay at the register (or charge) and you have to reset the cost control in the room, dramatically increasing the rotation of the products. Brilliant, no?
The move of the Master: “give it as a gift” (without losing a dime)
If the management of the account gives you l’urticaria and of the fear of the “theft” of mineral water will not close my eyes, then I have the ultimate solution: GIVE the contents of the mini bar.
Yes, you read that right. But chiariamoci: here DDV Business Management not give you a pretty good nothing.
Simply, charge the cost of drinks open directly on to the B&B rate. Clearly communicates: “courtesy Minibar is included in the living room”.
The result? 1. L’guest feels privileged because “it's all free”. 2. Your Brand Reputation is flying on each portal of reviews. 3. You have already received your margin at the exact moment of l’guest has confirmed the booking.
You have won, without having to negotiate for a bottle d’water at check-out.
The mini-bar is to service, and style is the signature of your Hotel. Gestiscilo with intelligence or use it as a marketing tool, but please: stop treating them like your worst enemy.
Good job (and go to fill that fridge!),
Domenico