Grab-and-go markets and vending machines continue to proliferate in the hotel industry, offering guests the option to always have some kind of food and beverage available while saving hoteliers on labor costs.
While the offerings aren't new, the next evolution for many hotels is streamlining their grab and go, particularly with self-checkout.
Stephen Szczygiel, senior associate at Hotel & Leisure Advisors, said the rise of grab and go has coincided with heightened expectations for convenience among consumers.
"Within the last decade, there was a noticeable push for hotels to compete with services like Uber Eats, DoorDash and Grubhub, as guest demand drove the market for quick, easy and more affordable options compared to typical room service pricing years ago," he said. "During this time, we saw many major operators change their food-and-beverage and convenience offerings."
At the same time, hotels have had to cope with more sophisticated competition.
"It is hard to say if this concept will have staying power or continued growth potential, as the more robust online restaurant delivery platforms will always offer more variety, and we see major brands partnering with them to offer guests discounts throughout the mid-week," he said. "However, it certainly has helped to keep hotels' in-house F&B and convenience offerings more relevant."
Many of these pantry concepts across brands have some type of self-serve checkout in addition to the typical front desk checkout process, Szczygiel noted.
Stuart Clarke, senior director of brand food-and-beverage programs in the Americas for Hilton, said grab and go has improved in the time since it was introduced.
"It has definitely grown, but I’d also say the grab-and-go concept has evolved and been refined to better meet the needs of today’s travelers," he said.
Hilton's grab-and-go offerings vary by brand. Hilton Garden Inn offers locally-made products in its markets. At Homewood Suites, there are beer and wine selections for extended-stay guests. In the full-service and all-suites categories, grab-and-go areas feature higher-end meals that cater to late-arriving and early-departing guests. This way, they always have a meal option, Clarke said.
He added self-checkout is an evolving concept as well. The technology is improving, and guests are becoming increasingly more comfortable with the process.
"However, there’s still some hesitancy about removing this touch point from the hospitality experience," Clarke said.
Sarah Lynch, chief operating officer of Brick Hospitality, agreed that self-checkout is the next wave for grab and go. These systems address challenges such as labor shortages and guests' preference for contactless services. Data indicates that 60% of lobby market purchases occur between 7 p.m. and 7 a.m., a period when staffing is typically reduced.
"Implementing self-checkout kiosks allows our guests to make purchases conveniently at any time, enhancing their experience and increasing operational efficiency," Lynch said.
Modern grab-and-go markets offer a diverse range of products, including ready-to-eat meals, specialty coffees, alcoholic beverages and local items. These offerings cater to guests seeking convenience and a taste of local culture, Lynch added.
"The flexibility and quality of these offerings have made them popular among travelers, contributing to higher guest satisfaction and additional revenue for the hotel," she said.
Krishna Paliwal, president of Hawthorn Extended Stay by Wyndham, La Quinta Inn & Suites by Wyndham and head of architecture, design and construction for Wyndham Hotels & Resorts, said that grab-and-go vending is a great solution for hotel owners who want to provide options for guests without a heavy lift from staff like a traditional breakfast service may require.
"Particularly in the economy segment, guest preferences have shifted. Take our Echo Suites Extended Stay hotels, for example, where we’ve made automated vending machines a brand standard in the lobby. The suites at the hotel are already equipped with kitchens so guests have more autonomy over what groceries they buy and the kinds of meals they want to cook for themselves day-to-day," Paliwal said.
The grab-and-go markets provide an option that can make guests' stays more comfortable, Paliwal said. For hotel owners, this is a cost-effective solution to deliver that service without needing additional staff, while also bringing in incremental revenue to their business. Because these machines are automated, they track inventory in real time and make it simple for owners to keep them stocked effectively.
Michael Trampas, executive vice president business development & marketing at Rentyl Resorts, said grab and go has increasing importance for hoteliers.
"The grab-and-go concept has evolved from a simple convenience offering to a strategic touch point for guest satisfaction and revenue generation," he said. "Guests consistently value the convenience of grab-and-go options, but preferences are leaning toward customization, like build-your-own meal options, beverage pairings or experiences like specialty coffee tastings."
Rentyl Resorts are also using, and continue to explore, tech-forward solutions such as self-checkout kiosks and mobile app integrations, allowing guests to pay seamlessly and reduce wait times, he added.
The company is experimenting with new do-it-yourself concepts, Trampas said. For instance, Rentyl has created an interactive cotton candy machine experience in its lobby, where guests of all ages can create customized candy treats as a grab-and-go offering.
"A future-facing opportunity lies in integrating technology to personalize grab-and-go options, such as apps that recommend items based on past purchases or real-time offers," he said. "Combining this with third-party partnerships could amplify engagement and satisfaction."