Beyond minibars: Bartech's UK team goes above and beyond to ensure customer support and satisfaction
The Bartech team is equipped with the know-how to keep your hotel minibars running smoothly
Hotel technology suppliers, including those serving the minibar market, have increasingly expanded their global footprints in recent years, entering new territories, while diversifying their product portfolios and solutions sets in an attempt to make up for time and profits lost during the pandemic.
In some respects, these growth tactics are a necessary response to pent-up demand in the market. For some suppliers, however, this rapid pace of growth and increased demand for their solutions has caused their levels of customer service to suffer, resulting in a lag in response times, a shortage of parts and supplies and less personal interactions with hotel clients. At Bartech Minibar Solutions in the UK, that has certainly not been the case.
Although demand has continuously increased over the past 24 months and the client base has experienced explosive growth, Bartech has doubled down on its commitment to maintain the exceptional levels of customer service the company is known for. The UK office has added highly qualified resources to its operational and engineering teams to ensure that all Bartech customer systems are up to par with the latest technology and that all minibar systems are running smoothly. A key part of that commitment is maintaining an office in Central London, so that the Bartech team can respond quickly to any requests for service and support by hotel clients in the region.
Building this locally based team was the next critical step. In November 2022, the Bartech UK engineering team underwent a strategic regrouping, resulting in a highly skilled team of three professional engineers with diverse experience. Today, that team is made up of Kevin Rodrigues, Vineesh Chemminikkara and Takis Bah Che.
From the outset, this dynamic team focused on building and deepening relationships with Bartech's hotel clients, their employees and daily users of the Bartech solution, leveraging their individual skill sets to proactively respond to requests and troubleshoot any issues.
These direct interactions with Bartech clients have streamlined communication, allowing the team to provide prompt solutions. Numerous personal visits to hotels, including prominent establishments equipped with automated solutions like Sofitel St James London, the Fairmont Windsor Park Hotel, Park Plaza Hotels Europe, Westminster Hotel and the Pan Pacific London have played a crucial role in cultivating robust relationships. The team now autonomously manages various aspects of service and support, such as spare parts, minibar sales, and maintenance work, software support and guidance, providing a host of trusted and easily accessible resources for Bartech clients.
"At Bartech, we take our customers' needs very seriously," said Craig Kinninmonth, Bartech's UK Commercial Director. "We are committed to personal, professional and prompt support by qualified technicians – and we don't rely on call centres or outsourcing to third parties to accomplish this. Our phones are answered by real people in the same time zone as our clients. With the advent of AI and automation, that approach may be contradictory to today's norm, but we have seen it's what our clients want, so we are determined to provide it and we aspire to a five-star level of service, as we continue to grow."
Over the past year, the Bartech UK team has successfully executed projects in various hotels across the region. Notable installations have included 163 automated minibars in the art'otel London Battersea Power Station, 243 automated minibars in the Marylebone, Doyle Collection, and a substantial 309 automated minibars in Leonardo Royal London City Hotel. The team also took charge of refurbishment initiatives at the legacy automated operations with the Dilly London and the Langham London Hotel, in addition to conducting extensive automation maintenance work at Leonardo Royal London St Paul's and the Bloomsbury Hotel, the Doyle collection, amongst other prominent clients under our Support Level Agreements.
A highlight was their participation in the automated minibar installation projects at Atlantis the Royal with 799 minibars and Atlantis the Palm with 1,550 minibars, in Dubai. This diverse portfolio positions Bartech UK as a formidable player in the minibar and hospitality sector, with properties in all sectors. "The oldest Bartech automated minibar operation in London is 28 years old, and we still provide the necessary ongoing support, whilst they review the transition to the latest generation of automated minibars," continued Kinninmonth. "If it has the name Bartech on it, we will never abandon it. Our team will always work to find a solution to keep our minibars operational and efficient, while giving our clients the peace of mind they deserve."
At present, the Bartech UK team is immersed in a significant project – the installation of 370 fully automated minibars at art ‘otel London Hoxton. Managing the entire process, from shipment to full commissioning on site of the Bartech solution and training of hotel staff, the UK team's involvement in this project is anticipated to open doors for international expansion, offering opportunities to establish Bartech's footprint across the globe.
The coming years hold immense promise for the Bartech UK team. With a solid foundation, trust from key customer hotels, and a proactive approach to emerging opportunities, the team is well-positioned for sustained success.
**Contact Craig J Kinninmonth, Business Development. Director, UK, Ireland & Mainland Europe – Direct Markets on +44 (0)207 1481992 ckinninmonth@bartech.com or visit www.bartech.com
