Hotel Coffee Machine Solutions: The Key to Higher Hotel Ratings
Hotel coffee machines are often underestimated in how they impact a hotel’s success and guest experience. In this article, we explore the strategic value of coffee machines for hotels – from how they can influence guest loyalty and help hotels gain a competitive edge, and even support ratings.
In any hotel, a welcoming cup of quality coffee upon arrival can help set the tone for a guest’s stay. Whether it’s a tired business traveller, a family looking for the ultimate place to relax, or a group of friends ready to explore a new city.
Hotel coffee machines do more than serve coffee – they create a warm, inviting atmosphere from the moment guests step into your lobby. They reflect your hotel’s commitment to comfort and quality, shaping a good first impression. These thoughtful touches can lead to positive reviews, higher ratings, and loyal guests who continue to return (while attracting new ones too).
This year, one of the UK’s largest independent hospitality groups, Macdonald Hotels & Resorts, reported a 10% rise in coffee sales across its hotels and resorts in the UK.1 This demonstrates the growing expectation for quality coffee as part of a great stay.
So, how can hotels maximise a coffee machine’s potential?
The Importance of Quality Coffee in the Hotel Industry
There are different ways you can enhance guest satisfaction with coffee. After a long day of travel, a comforting cup of coffee on arrival is a simple yet effective way to create a welcoming experience.
Similarly, coffee machines for hotels make it easy for guests to include quality coffee in their morning routine every day before leaving the hotel. Providing this early in their stay (and early each day) creates a positive sentiment right from the start.
A Quality Stay
A reliable, quality coffee machine in your hotel lobby helps to positively position your hotel through several key factors…
- Your brand values: Your choice of coffee machine and its beans communicates something important about your brand – the kind of experience and atmosphere you aim to create for customers. A luxury hotel with high-quality coffee reinforces a premium image. A mid-range or budget hotel with reliable, tasty options shows attention to detail. This directly influences perceived value and brand loyalty.
- Setting you apart from competitors: Hotel lobbies are a hub for all kinds of activity. Remote working and quick business meetings. Group trip meeting points. Relaxation spots for reading, eating, or socialising with friends after a long day. If you can tick multiple boxes with quality coffee for a wide range of guests, it helps you stand out. It can even increase dwell time in lobby areas and encourage secondary spending.
- Positive reviews: Online reviews talk about amenities like coffee, with positive mentions linking to higher overall satisfaction scores and specific amenity ratings. Similarly, negative hotel reviews mentioning coffee machine issues impact overall hotel reviews and negative online ratings. Investing in a coffee machine that provides the best experience for guests can really contribute to positive results across the board.
Features to Look for in Hotel Lobby Coffee Machines
Choosing the right commercial coffee machine requires careful balance.
Several key elements are essential from a customer experience perspective – from menu variety to consistent quality and ease of use for guests and staff.
Operationally, factors like speed, capacity, maintenance, and hygiene are crucial.
Let’s take a closer look…
Capacity and Speed
Busy breakfast services or conference breaks call for high-capacity coffee machines in hotels. High output coffee machines built for speed may include large bean hoppers (1kg+) and dual dispensers. This reduces queues and frustration, whilst delivering a smoother guest experience.
For instance, a machine that delivers a 30-second espresso vs. a 90-second dispense can cut queuing times by 40%. The result? A smooth flow through your hotel breakfast coffee station and significantly reduced wait times.
User-Friendly for Staff and Guests
Hotel coffee stations should be effortless for guests and staff. Touchscreens with one-touch presets and clear icons help make lobby self-service coffee easy to navigate. Most coffee machines offer multi-language menus and adjustable heights to accommodate all users. For staff, simple interfaces can reduce training time, plus auto-start and remote monitoring features help reduce workload.
Variety of Drink Options
Offering guests enough variety is a key element to get right. A quality bean-to-cup coffee machine can serve up espressos, lattes, and flat whites, amongst others. Consider machines that allow guests to customise the strength, temperature, and milk foam. With growing consumer demand for choice, plant-based milk alternatives and flavoured syrup options may be valuable additions.
Durability and Quality of Machine
Commercial coffee machines for hotels are in constant use. Durability is essential for keeping replacement and maintenance costs low. Consider machines designed for longevity with stainless steel builds, internal water filters, and reinforced grinders. Fewer service interruptions mean happier guests and staff.
Easy Cleaning and Maintenance
Look for machines that make cleaning easy for staff and help you comply with hygiene and health and safety standards. Machines with automated cleaning cycles, water filtration, milk-line cleaning or a powdered milk option (for lower maintenance), and removable parts are well-worth investments. They help save staff time (so they can focus on guests) and support safe, hygienic environments.
Customising Coffee Solutions for Your Hotel
Customising your hotel’s coffee solutions helps reflect your brand and the experience you want to create for guests.
Here are a few ways you can achieve this with the right machine…
- Enable customisation: Provide guests with options to customise their coffee according to their preferences.
- Offer ethical and sustainable coffee: Choose brands and machines that supply sustainable and ethical coffee. NESCAFÉ uses Selezione beans which are Rainforest Alliance accredited, and many of its commercial coffee machine units are made from 100% recycled materials, including used coffee grounds.2
- Align quality with brand promise: Select a machine and bean quality that matches your brand positioning. For instance, a luxury hotel may opt for barista-style machines with premium beans. An affordable hotel may prioritise a robust, easy-to-maintain bean-to-cup machine delivering consistent quality.
- Consider staff training support: Work with a machine partner that provides the right training for your staff. Exceptional training plus strong operational and maintenance support will help your team deliver a seamless coffee journey.
The Role of Coffee Machines in the Hotel Industry
Effective hotel coffee machines enhance your guests’ experience and help you serve beverages with ease and efficiency – contributing to a better service and reviews. Here are a few tips on getting the most out of your machine:
- Provide training: Offer staff appropriate training on your coffee machine, covering cleaning and basic troubleshooting. Using machines efficiently streamline workflows and free up staff to focus on guest care.
- Strategic placement: Install your hotel coffee stations in the most convenient areas like lobbies or breakfast rooms. This helps create a hassle-free customer experience and can reduce front desk queries.
- Utilise technology: Streamline coffee service using helpful features such as stock management and maintenance schedules. Maximising this technology can boost efficiency and prevent machine downtime (a common guest complaint).
- Maximise different dayparts and events: Ensure your coffee machine is ready to serve key occasions throughout the day. Breakfast is a huge opportunity to enhance guest satisfaction with quality coffee, so a high-capacity machine offering menu variety is key. A seamless coffee experience also supports different events and meetings, providing quality coffee moments at any time of day.
Common questions and considerations:
What is quality coffee and why is quality coffee important in the hotel industry?
Quality coffee means fresh beans, precise brewing, and plenty of options. It’s a top guest priority, helping to support satisfaction and better reviews.
What types of coffee machines are commonly found in hotel lobbies?
Bean-to-cup, espresso, and drip machines are popular, with self-service bean-to-cup models leading for versatility.
How do hotel lobby coffee machines differ from regular coffee machines?
Hotel machines are built for high volume, durability, and automation – unlike home units that are not built to handle commercial demands.
Are hotel lobby coffee machines self-service?
Yes, most have intuitive touchscreens and presets, making them easy for guests to use without staff help.
What features should I look for in a hotel lobby coffee machine?
Look for speed, capacity, drink variety, durability and easy cleaning to help keep guests happy and operations smooth.
How often should hotel lobby coffee machines be cleaned and maintained?
Daily cleaning is required for surfaces and milk systems, with weekly deep cleans recommended to meet hygiene standards. Regular professional servicing should be scheduled according to manufacturer guidelines and usage levels. Consult UK Food Hygiene Standards for specific requirements.
What kind of coffee makers are in hotel rooms?
Compact pod or drip machines are common, but mini bean-to-cup units can be found in some premium rooms.
How hot do hotel coffee makers get?
They hit 90-96°C (195–205°F) for extraction and safety.
Hotel beverage solutions are a strategic investment which can help ‘make’ a hotel experience.
A well-chosen and integrated coffee solution can enhance how guests enjoy the hotel and its facilities. When utilised effectively, coffee machines can create not only comforting coffee moments, but they can also increase guest perception and satisfaction.
Something as straightforward as a coffee machine can contribute to improved reviews and star ratings – directly boosting your reputation and success. If you would like to assess and optimise your current coffee solution, contact the team for expert support.
