Room service has been an ongoing Food & Beverage operation in many hotels over the years. It has been incorporated as a brand standard in many properties and to some extent, a differentiator for various hotel brands i.e. you would find room service in certain star or graded properties. The thing with room service is that historically, it costs a bomb to run and makes very little money. Hospitality trends for 2014 indicate that room service is due for a shake up! So how would you change room service if it was all up to you?
It was reported by Lodging Magazine that the New York Hilton Midtown (New York’s largest hotel) recently closed its entire room service operation because it wasn’t financially viable any longer. So is the writing on the wall for other hotels who offer room service? Do guests even want a room service option given that its reputation is battered because of cold, uninteresting food that is served at ridiculous prices?
The bottom line is that guests still want room service because it’s convenient. Here are some ideas that we think may help:
Quick and simple breakfasts
What about breakfast bags to go? Pick up your breakfast bag on your way out the door and enjoy a fresh fruit juice or coffee, croissant, yoghurt or a ‘breakfast roll’ which could be in a veggie option or standard bacon and egg roll. These items are easy to prepare, bags are easy to make up and if it’s displayed in reception, chances are, you’ll grab a few extra customers for breakfast than you normally would.
Lunch to go
Again, sandwiches, wraps, pre-made salads, sushi and fresh smoothies are a great ‘to go’ option. Eat in or out with the pre-prepared options that take minutes to assemble. Fresh, fast and reasonably priced.
Dinner time grill option
Many South African resorts have a braai/grill on the patio of each room. Hotel Interactive reports that Boulders Arizona offer a ‘Grill Your Own’ menu where they provide a picnic basket of ingredients for starters and mains and you are able to grill your own meal, at your own pace, with all your dips, accompaniments and sauces at your fingertips.
Whichever way you go, know that room service needs to change in order to move with the times – like technology changes, so our service offerings will need to be tweaked continuously to ensure we are satisfying what guests want, and that we’re making money whilst we’re doing it – we are in business after all to satisfy both.
If you have some cool and clever room service ideas, give us your thoughts in the comment section below. We’d love to hear from you!