describing“ a confirmed 20 % uptick in order size.” |
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HCN previously piloted its Dine Inn service, through which outside restaurants deliver directly to hotel rooms.
TECH TAKES THE ORDER At Café Riggs, Hall says the property uses Tray Away to track tray deliveries and retrievals, providing greater visibility into response times and helping the team staff more effectively.
At Rosewood Washington
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D. C., Bonner says mobile ordering, in-room tablets and digital platforms have helped streamline ordering, reduce errors and improve response times, while traditional phone ordering remains important for guests who prefer personal interaction. |
Kevin Bidner, president and CEO, The Hotel Communication Network.
Guest-room tablets can also create new revenue opportunities. Bidner says Hotel Communication Network’ s platform allows hotels to suggest additional purchases based on what guests are ordering.“ We see that you’ re ordering a steak. How about a nice bottle of wine with that steak? And it’ ll pop up on screen for selection,” he commented.
Bidner also says the company has measured an increase in order size when guests order through tablets rather than by phone,
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Crowne Plaza HY36 allows its restaurant team to handle inroom orders without maintaining a separate room service operation. |
WHERE HOSPITALITY SHINES BRIGHTEST The emerging model puts more emphasis on choice. But hotels still have something delivery apps cannot easily replicate.“ Third-party apps have moved the goalposts regarding convenience, speed and order tracking,” Hall said.“ What keeps in-room dining relevant is everything an app cannot deliver: a well-thought presentation, genuine hospitality and a personal touch that turns a meal into an experience rather than a transaction.”
For Beck, technology should ultimately disappear into the background.“ The best room service experience is one the guest barely has to think about,” he said.“ They should be able to see the menu, order exactly what they want, understand the total cost upfront and choose how they want to receive it.”
Room service, then, is not necessarily disappearing. It is becoming less about recreating a restaurant in the guestroom and more about delivering food in a way that fits how guests already live, order and eat.
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James Bonner, director of food & beverage, Rosewood Washington D. C. |
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74 hotelsmag. com Oct / Nov 2026 |