These items are stolen most often in the hospitality industry, new research reveals
Theft in the hospitality industry is unfortunately not an urban legend. Research shows that something is stolen every week from 1 in 10 hospitality businesses. From tableware to an entire mirror from the wall: some guests take just a little more home with them than a hangover and a good memory.
Theft in the hospitality industry: more often the rule than the exception
According to research among 130 hospitality business owners, something regularly disappears from their establishments. In fact, for 6% of those surveyed, something goes missing every day. Think you’re safe if you run a large establishment? Nope. Medium-sized hospitality businesses are especially affected. They’re apparently big enough for a nice atmosphere and small enough for someone to sneak a pepper mill away unnoticed.
What disappears? You’ll hardly believe it
A beer mat or napkin might accidentally slip into your bag. But a projector? A Nespresso machine?! Or a mirror that was literally glued to the wall? Yes, we’ve written about it before: a lot gets stolen in the hospitality industry, and we’re really not talking about tiny things. This also applies to culinary festivals, by the way. Half the decorations are taken ‘by accident’—especially items bearing the logos of famous champagne houses are in demand.
The top 5 most-stolen hospitality items
Based on the responses from hospitality owners in the research and our own hospitality network, these are the items that disappear most often:
- Beer glasses and tableware
- Beer mats and menus
- Pepper mills and sauce dispensers
- Decorations (think candle holders, vases, even paintings)
- Toilet paper rolls and luxury soap dispensers
Why do guests steal things from hospitality businesses in the first place?
From a small table lamp to an incredibly expensive bottle of whisky, nothing is sacred. Items that are small, light and ‘funny’ disappear fastest. But even the basics aren’t safe. Yes, even toilet paper rolls are regularly taken by ‘guests’ who don’t have things under control at home. According to hospitality owners, there are roughly five reasons why their belongings suddenly change hands:
- “Nice souvenir!” (44% of those surveyed)
- Alcohol. Need we say more? (34%)
- By accident (yeah right, make that the cat wise…) (30%)
- Useful to have at home (16%)
- Guests thought it was ‘free’ (you must have had an awful lot to drink) (16%)
How much does that little prank cost?
The damage caused by theft in the hospitality industry ranges from stolen salt shakers to expensive equipment. For 81% of business owners, the loss amounts to less than €50 per month. But 2% of hospitality owners face around €1,000 in damage every month. No small potatoes, then.
1 in 5 is returned
And strikingly, one in five ‘souvenirs’ is eventually returned. Honestly, I think that’s quite a lot. It probably all comes from the group of remorseful drunk thieves whose hangovers are at least as big as their regret.
Tips for business owners
Recently, I ate at the acclaimed Bisous restaurant in Amsterdam. The food is served on beautiful Villeroy and Boch plates. As a seasoned hospitality-goer, I already know: these are going to get stolen. They anticipated that themselves, which is why they now sell the plates as merchandise.
What else can you do as a hospitality business owner? Apart from having staff keep a closer eye on things, that is. Fun gimmicks include putting up a sign by the door saying, “Yes, we count the glasses.” Or: “No, this salt-and-pepper set isn’t for taking home.”
And for the secret souvenir collectors: feel called out? Go back to your favourite café and leave a generous tip. Preferably in exchange for that stolen candle holder.
Want to know more? Read the full research on theft in the hospitality industry here.
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