Navigating the Changing Landscape of In-Room Food and Beverage Service
December 4, 2018 1:30pm
By Adam Hoydysh, Vice President of Hotel Sales at Plum
Let’s take a moment and consider these scenarios:
In the first scenario, you’re in town on a business trip and having just landed from a long flight — coupled with a layover delay — you’re ready to settle in for the night and finish off some work. After checking-in and collecting your things, you make your way to your room and do a quick scan of the amenities. There’s a mini-fridge situated in the far corner of the room, and a room service menu left on a small coffee table. You roll your suitcase to its respective spot beside the bed, kick off your shoes and grab the menu to look through its offerings. It’s been a long day, and a glass of wine sounds like a pretty tempting nightcap to pair with emails. But as you look through the menu, you consider the delivery charge, and the time it will take for that wine glass, wrapped in cling wrap, to actually end up at the door. ‘Is it really worth it, for one glass of wine?’ You ask yourself…
In the second scenario, you roll your suitcase to its respective spot beside the bed, kick off your shoes and grab the menu to look through its offerings. However, something else catches your eye, first. You notice that your room features an automatic wine by the glass device, serving up a chilled and preserved bottles of red and white wine by the glass, on-demand. The decision is easy, you help yourself to a glass (tracked by a cloud service) and get going on those emails, wine in hand.
We like the sound of the second scenario best, don’t you?
Over the years, the landscape of the in-room food and beverage experience has changed to meet the evolving needs and expectations of guests. We’ve witnessed the transition from the days of room service to mini-bars (with people to staff them), online ordering and now, in-room devices to cater to an on-demand experience. This comes as no surprise, as the travel and hospitality industry have, at large, adopted a more personalized approach as we continue to transition into the ‘Age of the Guest’. With prospective travelers demanding more from the hotels they frequent, the ability to provide a seamless travel experience and responsive, on-demand service are more critical than ever before. In fact, according to studies, 54% of customers have higher expectations for customer service today compared to one year ago.
Curating a seamless, service-driven food and beverage strategy becomes especially important to hoteliers when we consider the primary revenue streams hotels rely on. First, hotels generate revenue from initial bookings and, second, they generate additional revenue from each guest while on the property. This represents a wealth of opportunity for hotels to connect with the “new hotel guest” as we look to those travelers who not only expect an enriched food and beverage experience on the property, but also within the comfort of their room. So what does this have to do with wine, you might wonder? Well, a lot, actually.
Online sales of beer, liquor and wine for delivery grew 32.7% in 2017, according to reports. By far the most popular kind of adult beverage bought on the web is wine, which represented more than 65% of online alcohol sales during the 25-month period. Again, this comes as no surprise, as we observe a consumer shift in favor of self-service technology and instant gratification.
The installation of in-room appliances enable hotels to increase sales while offering unparalleled convenience and unique amenities. This keeps modern guests happy, while also helping to lessen the burden of cost associated with traditional food and beverage programs and upkeep. In today's world of instant gratification, there are new and innovative ways of delivering services and products that readily meet and exceed the expectations of guests. This is where Plum and the new wave of beverage service comes into play. Much like the rising popularity of Nespresso's in-room coffee service, Plum offers on-demand, chilled red or white wine, with cloud-based tracking of consumption to enhance in-room profit. Considering 80% of luxury hotel guests drink wine regularly, this represents an exciting opportunity to improve guest engagement, increase direct bookings and reduce labor costs.
Moreover, for anyone thinking, ‘Well, if there are restaurants and room service available on-property, why would guests be interested in an in-room wine appliance?” consider this:
Hotels have been pushed to adapt their offerings based on modern consumers and their everyday habits. Once an admirable profit center, hotel revenue from traditional services such as phone calls, in-room pay per view movie rentals, and mini-bars are becoming a thing of the past. Today’s guests are accustomed to sophisticated technology at home, and they expect it in their hotel room too.
So, what do you say — are you ready to exceed guest expectations by offering the Plum experience? Click here to learn more.
Tags: adam hoydysh,
food & beverage
Adam Hoydysh is Vice President of Hotel Sales for PLUM. He has more than 20 years of B2B technology and hospitality sales and management experience at F5000 corporations and start-ups. Prior to joining PLUM, Adam was Director of Sales for Juniper Networks, driving sales and sales training efforts for Juniper's advanced technology portfolio of security products. Previous to its acquisition by Juniper Networks for $80 million in 2012, Adam was Director of Sales for Mykonos Software, the leading provider of intrusion deception security for Layer 7. Mykonos was the winner of Wall Street Journal Innovation Award for Information Security. Adam started his career in hospitality at Vail Resorts, the premier mountain resort company and leader in luxury travel.
PLUM reimagines every aspect of the wine by the glass experience. The world's first appliance that can serve a glass of wine just as the winemaker intended, Plum allows hoteliers to satisfy the moments that inspire guests to enjoy a glass of wine in the hotel's room product. Plum delivers an unforgettable experience - and profits - in extraordinary style, one glass at a time. To learn more visit www.plum.wine
Contact: Adam Hoydysh
Four Seasons Resort Lanai Appoints Dan Mizrahi as New Food & Beverage Director
Coast Canmore Hotel & Conference Centre Upgrades With OpenKey
Award-Winning Alfond Inn Enhances Luxury Experience with In Room Wine by the Glass Powered by Plum
Plum Sees Record Growth in 2018 Fueled by Strong Demand for Innovative In-Room Wine by the Glass Technology
Don't Neglect the Bottom Line: Why Amenities Matter to Your Guests
Riegel Linen Setting the Stage for a Fine-Dining Experience at Williamsburg Inn
The Hotel Amenities Travelers Really Want
The Hidden Benefits of Tasting Events
Hotels Transform Dining Options for Time-Pressed Travelers
Arizona Biltmore, A Waldorf Astoria Resort, Partners With Plum to Bring On Demand In Room Wine By the Glass to Guests
Hotel Internet Services Showcases Latest Enhancements in In-Room Television Casting, Voice Control and Wi-Fi Network Solutions at Stay Boutique Live Trifecta
Puzzle Partner's Newest Client, Plum, Develops Innovative New Product That Brings Wine by the Glass Directly to Your Hotel Room
HIS Introduces BeyondTV GuestCast™ Solution to Address Evolving Hotel Guest Content Streaming Preferences
Single-Serve, On-Demand Wine for Hotels: The Future Is ‘Here’ and ‘Now’
Dream Hotel Group Appoints Dimitri Mitropoulos as Vice President of Food & Beverage
The Inn at Harbor Shores Deploys Full INTELITY Platform
What Corked Wine Teaches You About Service Excellence
St. Regis First Hotel in Washington, D.C. Metro to Feature Plum In-Room Wine By-the-Glass Amenity
Why Hotels Should Be ServingUp Self-Service to Gain a Competitive Advantage and Inspire Guest Loyalty
Four Seasons Riyadh Appoints Alvaro Acebal as New F&B Director
Please login or register to post a comment.