Delivering a Consistent, High-Quality Refreshment Experience
Project Summary
Challenges
Inconsistent coffee quality across hotel locations and guest environments.
Long service response times from their previous supplier caused operational disruption.
The need to provide a reliable, premium refreshment experience throughout the guest journey.
Solutions
A refreshment strategy that covers restaurants, breakfast areas, guest rooms and conference spaces.
Installation of a range of premium coffee solutions, including La Spaziale traditional machines, Schaerer bean-to-cup machines and K-Fee in-room pod systems.
Ongoing servicing, remote support and centrally managed consumables to ensure consistent quality across locations.
Results
Noticeable improvements in coffee quality and guest satisfaction across multiple sites.
Faster engineer response times and reduced servicing costs compared to previous suppliers.
Greater operational efficiency for hospitality teams through automated coffee workflows.
Elevating Coffee Experience
As a leading hotel management company, Kew Green Hotels places strong emphasis on delivering a high-quality guest experience across its portfolio of properties. From early morning breakfast service through to evening dining and in-room refreshments, coffee plays an important role in shaping the overall guest journey.
As part of its ongoing focus on guest satisfaction, the group began reviewing its existing refreshment provider and set-ups to explore how the coffee experience could be further enhanced across its hotels. While complimentary coffee was already available in a variety of settings, the team saw an opportunity to improve both the consistency and quality of drinks being served, while ensuring equipment support matched the demands of a busy hospitality environment.
By reassessing their refreshment strategy, Kew Green aimed to introduce a more reliable and premium coffee offering that could deliver consistently high standards for guests while simplifying day-to-day operations for their teams.
Machines for Every Touchpoint
Working closely with the Kew Green team, Liquidline helped design a refreshment approach tailored to the different environments within each hotel.
In restaurant spaces, the La Spaziale S10 traditional espresso machine was selected to deliver barista-quality coffee service. Paired with Anfim Luna grinders, PUQ Press M6 automatic tampers, and the Perfect Moose milk steaming system, the setup provides hospitality teams with the tools needed to produce consistent, high-quality espresso drinks while streamlining workflow during busy service periods.
Breakfast areas and conference spaces were equipped with reliable bean to cup solutions, including the K2 powdered milk coffee machine and Schaerer Coffee Soul machines, ensuring guests can quickly access a wide range of coffee shop-style beverages throughout the day.
To extend the refreshment experience further, K-Fee One capsule machines were introduced in guest rooms, giving visitors convenient access to quality coffee whenever they choose, from early mornings to late-night arrivals.
By combining traditional espresso equipment with automated bean-to-cup and in-room solutions, the final setup ensures guests can enjoy great coffee at every stage of their stay.
A Reliable Partner
Beyond equipment selection, a key priority for Kew Green was ensuring that support and servicing could keep pace with the demands of a busy hospitality environment.
Liquidline is the one-stop shop partner for this, being able to provide premium subsidised maintenance with six-day coverage, alongside responsive engineer support and remote troubleshooting when needed. This approach has significantly reduced machine downtime compared to previous supplier arrangements, ensuring that coffee service remains consistent for guests and staff alike.
The hotel group also benefits from easy ordering through Procure Wizard, allowing sites to easily manage consumables ordering while maintaining a centrally agreed product range and price structure. This helps ensure the same high-quality coffee beans and ingredients are used across locations, reinforcing consistency throughout their sites.
Supporting Consistency Across a Growing Estate
Today, the partnership continues to expand as additional hotel locations adopt the new refreshment solutions. The combination of premium coffee equipment, responsive servicing, and centralised product management has helped Kew Green Hotels deliver a noticeably improved refreshment experience for guests while simplifying operations for hotel teams.
With quality coffee now available throughout the guest journey, from breakfast and restaurant service to conference areas and in-room machines, the group can confidently offer a consistent and premium experience across its properties.
Working with Liquidline
At Liquidline, we work with hospitality businesses to design refreshment solutions that enhance guest experience while supporting the operational realities of busy venues. From consultation and equipment selection through to installation, servicing and ongoing support, our end-to-end approach ensures hotels can deliver consistently high-quality coffee wherever their guests need it.
“Liquidline Coffee has proven to be the perfect one-stop shop for all of Kew Green Hotels Ltd’s coffee requirements across our diverse and comprehensive hotel portfolio. From the outset, their team has demonstrated a clear understanding of our varied needs, delivering tailored solutions that elevate each of our coffee offerings.
Our account manager, Darcey Brown, has been exceptional throughout. Her dedication, attention to detail, and commitment to finding the right solution for each coffee category have made a real difference. She has worked tirelessly to ensure that every property receives an offering that suits both operational needs and guest expectations.
The training provided by Liquidline has been equally impressive. Our hotel teams have benefited greatly from the hands-on, professional approach, resulting in improved consistency and a noticeably higher quality product. This has had a direct impact on guest satisfaction, with positive feedback across the board.
Compared to our previous partnership with a well-known high street brand, the improvement in both product quality and service has been significant. Liquidline has raised the standard of our coffee offering and delivered a level of support that truly sets them apart.
Kew Green Hotels Ltd is proud to partner with Liquidline Coffee Solutions and we look forward to continuing to grow and enhance our coffee offering together.”