Dealing with hotel customer stealing practices: a managerial perspective

Abstract

PurposeThe incidents of hotel theft constitute a significant cause of concern for the hotel industry. Such incidents result in substantial financial implications, inventory management issues and complications in finding exact replacements. This study, therefore, investigates customer stealing practices in Indian hotel industry.Design/methodology/approachA structured email interview was conducted with twenty-five senior hotel managers. The data were analyzed by adopting a coding technique using inductive content analysis.FindingsThe results were discussed under seven headings-extent of such stealing incidents, financial consequences of such practices, strategies to prevent such instances and, finally, how to deal with customers when caught stealing.Research limitations/implicationsThis study highlighted themes related to the profile of customers involved in stealing practices, motives, consequences and strategies required to manage such customers. Future studies can focus on restaurants, airlines, airports and tourist attractions to identify strategies and best practices for preventing such practices.Practical implicationsThe study's findings have tremendous potential for the hospitality industry. Dealing with customers’ stealing practices is a very sensitive issue. Furthermore, hotels bear lots of expenses if the policy for tackling the problem still needs to be implemented. Furthermore, if not handled professionally, a lack of effective guidelines can cause embarrassment for managers.Social implicationsThe study has the potential to raise awareness among the members of society to be more responsible toward hotel property.Originality/valueThis study extends to the limited literature on hotel guests' theft. The comprehensive analysis of the themes generated from an interview with the senior managers of the hotel industry provides a unique insight into the nature of the problem. The solutions offered in this study are an original contribution to the literature.