HotelsMag July-August 2012 | Page 68

F & B : ROOM SERVICE
The room service menu at The Merrion in Dublin features fish and chips with mushy peas and tartar sauce for € 26 ( US $ 32 ).
Technology revolution ? Going forward , room service innovation may advance even more quickly thanks to up-and-coming technologies . Since Hotel Bel-Air reopened in Los Angeles last October , the property has used in-room iPads to facilitate room service ordering , eliminating the need for a printed guest compendium . Although Director of Food and Beverage Stephane Lacroix notes the property has had to adjust the room-orientation process to be more technology-focused , the devices have improved room service response time and reduced the likelihood of order inaccuracies .
“ Additionally , the iPad allows us to streamline communication with our guests and gives them the feeling of efficiency ,” Lacroix adds . “ They can put down exactly what they want , and they receive an email or text confirming the order .”
The Sheraton Dallas Hotel features a website dedicated to room service that enables guests to browse menus and place orders from a computer or mobile device . Orders can be delivered to guests at any location within the hotel . Lapin highlights emerging digital applications that allow guests to place room service orders before they arrive at a hotel , maximizing speed and convenience , not to mention hotels ’ ability to track guest preferences . “ People are becoming comfortable doing all of their transactions digitally ,” he says . “ When you take the human element out of it , it becomes much more efficient to operate . It ’ s also a value-add for guests .”
Not everyone is buying into the technology revolution just yet , though . “ We think our guest still prefers to talk to a person to place his order ,” says Christian Heidenreich , executive assistant manager – F & B , Regent Beijing . “ A lot of times there are special requests , and they are better told in person .”
Adds New World ’ s Suardi , “ My strategy toward room service has remained constant : The most important thing to remember is that it is a ‘ service ’ first and foremost . When it ’ s done right , it ’ s a critical determinant of guest satisfaction .”

ON THE HORIZON

Here is a sampling of predictions for the next big trends in room service :
“ GUESTS WILL WANT TO ORDER A VARIETY OF SMALL TASTING PLATES , OR TAPAS .” – Willem du Toit , food and beverage director , Taj Cape Town , South Africa
“ I WOULD LOVE TO SEE US GET AWAY FROM PRINTED MENUS IN THE GUESTROOMS AND TRANSITION TO DIGITAL MENUS THAT CAN BE IMMEDIATELY UPDATED AS NEEDED .”
– John Northcutt , director of food and beverage , Sheraton Dallas Hotel
“ WATCH FOR FOODS THAT ADDRESS SPECIFIC DIETARY PREFERENCES , SUCH AS VEGAN .” – Paul Tchen , general manager , operations and planning , The Peninsula Hotels , Hong Kong
“ I EXPECT A MORE ETHNIC- INFLUENCED MENU TO BE THE NEXT BIG THING IN ROOM SERVICE .” – David Cruz , director of food and beverage , The All Inclusive Collection , Miami
“ A PANTRY STOCKED WITH PRE-CHOSEN ITEMS .” – Corey Nyman , director of operations , The Nyman Group , Las Vegas
“ IN A CITY HOTEL , NO ROOM SERVICE .” – David Bedinghaus , executive chef , Kirimaya Golf Resort & Spa and Muthi Maya Forest Pool Villa Resort , Khao Yai , Thailand
“ SPEED AND QUALITY WILL NEVER GO OUT OF STYLE IN ROOM SERVICE . GET THOSE RIGHT , AND YOU DON ’ T NEED TO SEARCH FOR THE NEXT BIG TREND .” – Ivan Suardi , vice president , food and beverage , New World Hospitality , Hong Kong
66 HOTELS July / August 2012 www . hotelsmag . com