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Tradavo Advice

Are You Experiencing Revenue Losses Due to Shoplifting?

Posted by Janine Roberts

Mon, Jul 07, 2008 @ 13:07 PM

 

A Few Tips to Avoid Giving Away Profits!

When running a retail operation of any kind, shoplifting is always a revenue issue that must be considered and effectively addressed. But how do you remain hospitable while trying to deter guests from walking out of your hotel pantry without paying for merchandise?

Try these useful tips for remaining polite while protecting your profits!

1. Have a price list in plain sight in front of the merchandise. Many hotels prefer not to price individual items. In this case, place a neatly typed price sheet in a frame to display on your merchandiser, so guests are clear that these are not free amenities.

2. Be aware of shoppers. Most pantries are located in the lobby and the majority are near the front desk. Be sure to maintain unobstructed views between the front desk and your retail operation. If you are under construction on considering adding a market or pantry, be sure to keep this in mind.

If someone enters the pantry, greet them by saying, "I'll be happy to check you out at the front desk whenever you are ready!" If you are not engaged with front desk activities, step into the pantry and ask if you can help them locate what they are looking for.

Door monitors that make a sound when guests enter or exit can be used if approved by your operations department. These serve as much to let the desk clerk know that there is a customer in the pantry as it does to let customers know that someone is aware they are shopping which can greatly reduce the inclination to sneak in and grab a free snack.

3. Avoid accusations or confrontations. Never speak confrontationally such as "Sir, you have to pay for those," or "Ma'am, that isn't free! If you see a guest take an item without paying for it, make eye contact and say, "Sir/Ma'am, May I ring that up for you?" or  "would you like me to charge that to your room for you?"

4. Never let a customer leave without paying in order to avoid an uncomfortable situation. It is a loss of revenue - and no one can afford those! Be polite, but be assertive.

5. Market your pantry! Let guests know at check-in that the pantry sells snacks and sundries for their convenience 24 hours a day. The clearer you make it to guests that these items are for sale, the less likely they will be to come down for a "free" midnight snack.

Other suggestions on ways to deter shoplifting? Please feel free to share!

Topics: hotel pantry, retail advice, deter shoplifting