Capturing the Impulse Buy

For years, hotels relied on in-room minibars to satisfy guests’ last-minute cravings for a candy bar, can of soda or bag of potato chips. Whatever time of day, although especially in the evening following a long day of meetings and appointments or sightseeing, guests would turn to the minibar to satisfy their sweet tooth or quench their thirst.

Minibars still have their place in the lodging universe because they’re convenient and excel at capturing impulse purchases. Room service, on the other hand, offers a more extensive menu but typically requires 20-30 minutes for delivery, if not longer.

Another recent option that has gained traction with hotel owners, operators and the brands is the lobby market, a scaled-down convenience store near the hotel front desk that sells food, beverages and other frequently requested items. These mini stores offer a far wider range of goods, appealingly displayed, than ever could be squeezed into a minibar.


The Market at the Fairfield Inn & Suites New York Manhattan/Central Park

Convenience doesn’t come cheap! The candies and beverages for sale in the lobby market – like at minibars — are priced at a premium.

Ideally, the market is located in close proximity to the front desk for two reasons. First, it allows the front desk agents to keep an eye on the merchandise. Second, the proximity makes it easy for guests to pay for purchases, either with cash, a credit card or putting the charges on the guest room folio.

Like minibars and room service, lobby markets represent an additional revenue stream for hotels as well as widely appreciated guest service. Considering that many analysts expect the lodging industry to enter a downturn in the next few quarters, any additional revenue stream, however modest, is welcome. That said, there’s also a larger benefit that plays to the core of the concept of hospitality: satisfying the guest’s wants and needs.

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