Hotel chain — onboarding merch kits for new properties
How a hospitality client in Portugal delivered branded merch end-to-end — from procurement RFQ through proof, production, QC and on-site delivery. Anonymised but representative figures from a programme coordinated from the Lisbon hub.
About the customer
The client operates in the hospitality space in Portugal with a Europe-wide footprint. Procurement was led by an internal category manager, with brand and marketing approval gates on artwork and Pantone Delta-E ≤ 2.5 matching. NDA was signed before brief disclosure; e-invoicing handled via IVA 23% with Portal das Finanças (AT) e-invoicing.
What we did together
Discovery call → written scope → bulk pricing for 50/100/250/500 units → physical pre-production sample → bulk production at audited supplier → packing and labelling per delivery destination → consolidated shipment via CTT Expresso/DPD/DHL Express from the Lisbon hub → on-site receipt with photo proof and serialised packing list.
The result in numbers
Outcomes: 3 new properties, 65-110 staff per property, EUR 18,400 average per opening, 4-week lead time, recurring framework agreement. Approval cycle compressed from typical 4 weeks to 11 working days. Defect rate under 0.4% on inspected units. Net 30/45 payment via SEPA after successful receipt; full IVA 23% with Portal das Finanças (AT) e-invoicing-compliant invoice issued day-of-delivery.
Pricing & lead times — Portugal
All quotes in EUR excluding IVA 23% with Portal das Finanças (AT) e-invoicing. Tiered pricing at MOQ 50/100/250/500 units, with quantity breaks at 1,000+ and 5,000+. Standard lead time 7-10 working days from artwork sign-off, rush 4-6 days at +30-40%. Production coordinated from the Lisbon hub with CTT Expresso/DPD/DHL Express nationwide; direct-to-office, direct-to-event and direct-to-home distribution supported.
FAQ
How long has this customer been with you?
Multi-year framework — typical 2-4 year renewals after a successful first programme.
Do they use a single PO or multiple?
Single annual blanket PO with call-off orders against it — simplifies procurement and accounting.
How is artwork managed?
Brand-book on file, single creative contact on customer side approves digital proof and signs off Pantone match.
What is delivery cadence?
Quarterly drops for the SaaS pattern, per-event drops for automotive/conferences, opening-day drops for new hotel properties.
How is invoicing handled?
IVA 23% with Portal das Finanças (AT) e-invoicing compliant, net 30/45/60 days against PO terms, single consolidated invoice per call-off.