Dispenser theory - Insights

Dispenser theory

I’m old enough to recall metal foil packets of shampoo in the hotel shower as well as the arduous task of trying to open one when the starter cut was improperly positioned!

Today, however, such amenities are far more guest-friendly. Most hotels have an amenity kit that, at a minimum, includes shampoo, hair conditioner and a bar of soap or another liquid body wash equivalent. These amenities are provided in a tiny, 30ml allotments, or perhaps a bit larger for a luxury property. Therein we find two problems related to this daily quota Ð what happens when you use too much and run out of product, and what does the hotel do with all the leftovers?


Quite evident from a recent trip to Japan Ð and indeed already in use at many hotels throughout Europe Ð only one hotel had traditional bottled amenities, with all the others such as the Sheraton Grand Hiroshima (pictured) utilizing a variety of different dispensers. Easy to operate, with transparent covers to afford housekeepers a view of content levels, these dispensers provide a better solution to the amenity issue, particular insofar as handling leftovers and the issue of recycling.

There are numerous reasons why you should consider a dispenser:

  1. Eco-friendliness and reduced waste in-house with no partially used bottles to discard
  2. Eliminating the quantity issue and any service issues pertaining to when there isn’t enough cleaning product to go around
  3. Reduced amenity expenses as, after the capital installation charge, bulk refills are highly cost-effective
  4. Lower labor costs as you can trim a minute off per room credit, which will add up over any serious breadth of time

Conversely, there are a number of issues that make the decision harder:

  1. Many guests have come to expect small bottles in the shower, and moving to a new dispenser system represents a change that may draw suspicion
  2. With the exception of the dispenser pictured here, there’s a quality image at play as most dispensers can look rather cheap
  3. Guests recognize brand names and, without this reinforced via the label on the bottle, they may question the supply source

To my knowledge, major cosmetic providers largely do not offer a dispenser program. Hence, to ameliorate these three guest stigmas, you will have to engage in some very proactive communications in order to shift the narrative. For one, decorative or well-designed dispensers are always a plus, as exterior quality insinuates interior excellence. Next, promote the move as one part of a larger goal towards becoming more ecofriendly while also highlighting several other initiatives you have undertaken.

I, too, was once wary of dispensers, but this latest Japanese trip firmly changed my mind. Find a supplier and test a dispenser program in your property. But do it right. Involve your executive housekeeper and closely monitor customer feedback. My prediction is that there is a dispenser in your near future!

About the author

 width=One of the world’s most published writer in hospitality, Larry Mogelonsky is the principal ofÊHotel Mogel Consulting Limited, a Toronto-based consulting practice. His experience encompasses hotel properties around the world, both branded and independent, and ranging from luxury and boutique to select-service. Larry is also on several boards for companies focused on hotel technology. His work includes four books ÒAre You an Ostrich or a Llama?Ó (2012), ÒLlamas RuleÓ (2013), ÒHotel LlamaÓ (2015), and ÒThe Llama is InnÓ (2017). You can reach Larry atÊ[email protected]Êto discuss hotel business challenges or to book speaking engagements.

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