News for the Hospitality Executive
Donít Eat in Bed: Tips for Making the Most of Room Service,
the Costliest Way to Enjoy a Meal
By Daniel Edward Craig, February 2009
For weary travelers, thereís nothing more appealing than having a hot, scrumptious meal delivered to our hotel room. Room service brings out the kid in us. We get to do things we canít do at home: eat in bed, watch TV, and leave our dirty dishes in the hallway. Yet the experience rarely lives up to expectations. Meals take forever to arrive, food is cold and soggy, and prices mysteriously double after we place the order.
Hotels are often accused of gouging when it comes to pricing, but the costs of delivering a single meal to a room are comparable to running a full-service restaurant with only a few customers per night. Itís a service hotels provide to guests, and almost invariably itís a money-loser. From a guestís perspective, itís one of the costliest ways to take a meal and everything should be perfect. But can it be?
As a hotel manager and frequent traveler Iíve been on both sides of the room service quandary. Iíve thumbed through menus and huffed in indignation at the prices and Iíve chaired meetings where those prices were set. Last year, while living in a hotel for five months, I became intimately acquainted with the pros and cons of ordering a meal to oneís room. Here are some tips for hotel guests for making the most of the room service experience.
1. Consider Taco Bell. Iím loath to discourage guests from spending money, but in todayís economy itís difficult to justify dropping the cost of a weekís worth of groceries on a single meal. Yet the alternatives can be bleak: dining alone in the wastelands of the hotel restaurant or foraging for food in the mean city streets. A more prudent decision might be to head down to the local Taco Bell for an enchilada platter. If you canít bear to leave your room and miss the latest episode of Hellís Kitchen, consider raiding the mini-bar instead. Yes, a can of Pringles, a Kit Kat and two Buds is a revolting meal, but the calorie intake will be no greater, and in either case youíll be filled with self-loathing afterward. Use the savings to splurge on breakfast in the hotel restaurant or beachfront property in Malibu.
2. Do the math. Ordering room service is like booking a flight on a discount airline: the base price sounds reasonable; itís all the extra charges that leave you feeling swindled. In addition to taxes, hotels typically add a delivery chargeóa lump-sum that goes to the hotelóand a service chargeóa percentage that goes to the employee. Before confirming your order, ask for the grand total and clarify whether a gratuity is included. This spares you the embarrassment of struggling over simple math calculations while the delivery person is staring at you expectantly. A 15 to 20% gratuity on net food and beverage costs is standard. If the tip is included, donít expect the attendant to volunteer this information; heíll be long gone by the time you realize you double-tipped.
3. Ask the right questions. If you call down to place your order and think youíve been patched through to a remote island in the South Pacific, itís because room service is usually located in the bowels of a hotel next to the kitchen. In smaller hotels you might place your order with the front desk, the switchboard, or, if labor is really tight, the general manager. Donít be shy about asking questions. If youíre a fussy eater, ask to talk to the kitchen directly. Keep in mind these people are busy, so try to have an idea of what you want before you call and avoid idle chitchat and long, boring stories. Before you hang up, make sure the attendant repeats your order and gives an estimated delivery time. It shouldnít take more than a half-houróforty-five minutes tops during peak times.
4. Donít leave good habits at home. Room service food tends to be bland and overdone or rich and overdressed. To avoid feeling like barfing afterward, ask for sauces on the side, bypass fried foods, and order fruit for dessert. Donít hesitate to order off-menuóany decent kitchen can whip up a green salad or grill a breast of chicken. But clarify prices first. At a Los Angeles hotel I told the order-taker I was so sick I wanted only a simple bowl of broth. She charged me $47. Go easy on the environment by requesting filtered tap water instead of bottled water and bulk condiments instead of those cute miniature bottles. Few hotels can afford to retain overnight kitchen staff, so after 11:00 PM expect a limited menu of pre-prepared items heated in the microwave. You might want to call the local pizza parlor instead. Or better yet, sleep off that booze-fueled craving.
5. Donít expect Michelin three-star cuisine. Room service has come a long way in recent years, but itís still virtually impossible to deliver a piping hot, perfectly cooked meal to a room in thirty minutes or less. Attendants must navigate a back-of-house obstacle course of broken furniture, soiled linen, slow service elevators and chatty colleagues. Food warmers help keep things hot but tend to overcook the meal. Before the attendant arrives do her a favor and put away your underwear, turn off the porn, and pull on a bathrobe, ensuring the belt is securely fastened. Before she leaves perform an inventory and quality control check; otherwise you might be buttering your dinner roll with a teaspoon. If youíre not satisfied, speak up and give the hotel a chance to remedy thingsódonít eat every morsel and then complain at checkout.
6. Donít eat in bed. The idea of eating in bed can be highly appealing, but the execution is always awkward and messy and sheets end up acting as very large napkins. To avoid tossing and turning in breadcrumbs all night, ask for your meal to be delivered on a rolling table rather than a trayóand use it. If you donít want to wake up the next day to a horrific stench of festering leftovers, cover your plate with a napkin and place the tray in the corridor. Be sure to put on a bathrobe first, thoughóhotel doors self-close. Then call down to have the tray removed so your fellow guests donít have to see your ketchup-smeared carnage when they pass your room. This also helps prevent the theft of shiny pretty silverware.
Yes, room service is expensive and fraught with risk, but in a well run hotel it will be quick, beautifully presented and served with a smile. There is simply no better way to relax on the road than by enjoying a meal in the comfort of your hotel room.
Daniel Edward Craig
|Also See:||Hotel Industry Trends in 2009: A Lighthearted Approach / Daniel Craig / January 2009|
|Home Sweet Hotel; Living in a Hotel Not as Glamorous As it Sounds / Daniel Edward Craig / October 2008|
|Stars Want to Meet the Hotel General Manager & Other Misconceptions / Daniel Edward Craig / June 2008|
|Why Everyone Gets a Hotel Room Upgrade... But You / Daniel Edward Craig / April 2008|
|You Are Where You Stay / Daniel Edward Craig / March 2008|