Room service
Room service or in-room dining is a hotel service enabling guests to choose items of food and drink for delivery to their hotel room for consumption. Room service is organised as a subdivision within the food and beverage department of high-end hotel and resort properties. It is uncommon for room service to be offered in hotels that are not high-end, or in motels. Room service may also be provided for guests on cruise ships.[1] Room service may be provided on a 24-hour basis or limited to late night hours only. Due to the cost of customized orders and delivery of room service, prices charged to the patron are typically much higher than in the hotel's restaurant or tuck shop, and a gratuity is expected.
History
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Room service has dated back many centuries in various early forms of rooms service depending on the hotel, early forms had the customer personally go to the receptionists to be provided such services. It was rare for hotels to provide room services, as this was usually a service only high-class hotels have. The Waldorf Astoria hotel in New York which was already a symbol of fame and distinction after its construction during the late 19th century.[2], specifically the new Waldorf which opened in 1931 in another location, this new Waldorf was the first to introduced room service as well as introducing other advancements into the industry such as reservations at the restaurant and full electrical wiring.[3] Nowadays room service is now considered a necessity for any hotel and even to have this type of service become a worldwide occurrence.
To address clinical issues and reduce mortality rates related to nutritional issues, the Mater Private Hospital Brisbane in Australia, became the first to offer room service in a hospital setting in 2013, providing more appropriate nutrition at an affordable price point. [4] Though as technology advances, hotel customer services continue to evolve, allowing hotels to provide all customers room service and even including more options.[5]
Standards
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Organizations tend to have their own standards for room service, as there are no universally held best practices as they differ from business to business and the best practice depends on the guest's perspective, but generally it can be considered the guest's ability to order a meal, the meal being prepared and be served the product in the privacy of their own room as to maximize the customers comfort.[6][7]
Occupations
A variety of hotel staff categories work on room service.
Hotel management
The role of hotel management in regards to room service is to ensure guest satisfaction and to address any complaints and queries that may arise.[8][9] Their responsibilities also include recruiting, training and supervising staff, they also manage the budget to maintain financial records, planning maintenance, events and the bookings for rooms, promotions and marketing.[10]
Restaurant manager
In addition to making guests feel welcome and providing an enjoyable dining experience, restaurant managers are responsible for processing room service orders accurately and efficiently and ensuring compliance of the relevant health and safety regulations. [11] The restaurant manager is responsible for recruiting, training, supervising staff, managing budgets, menu planning, greeting customer and handling the customers complaints and inquires.[12]
Waiter/waitress
Waiters and waitresses (also known as "servers") are responsible for setting up the hotel restaurant, delivering food to rooms, and making sure that guests have everything they need.[13] Waiters and waitress often have to have patience, personality and persistence as their responsibility can often includes greet and escort customers, presenting, understanding and specials the information on the menu, preparation of tables, utensils and glasses and communicating between the kitchen staff.[14] Some servers bringing food to clients' rooms have faced sexual harassment, such as guests making sexual comments.
Executive chef
Executive chefs also known as head chef are responsible for overseeing the operations that occur in the kitchen. They monitor and maintain the quality of all dishes that are served to customers, create menus, invent new dishes, and supervise the kitchen staff. Their responsibilities tend to be administrative in nature.[15] The executive chef is mostly coordinating the other cooks as well as inspecting the kitchen equipment for sanitary reasons to keep with sanitation policies, they can also hire and train, maintaining food ingredient stocks.[16]
Kitchen staff
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The kitchen staff are responsible for preparing the food according to service standards and work procedures. They assist chefs as they cook, evaluate the quality of ingredients, and place orders with suppliers. In addition, they schedule the delivery of food or beverages and supervise kitchen production as part of their duties.[8] Kitchen staff usually have a large range of jobs within the fast-paced kitchen, though they are mostly used to assist head cooks and other staff members with the meal preparation. Basic food preparation includes organizing the kitchen and ingredient preparation to make cooking and presenting the meal as efficient as possible, though it also includes washing, cutting and peeling. They also properly store the ingredients in the kitchen, storeroom and cold storage even moving supplies if necessary, proper cleaning and sanitizing of equipment, dishes, floors, counter-tops and cutting boards to maintain sanitation and health standards. [17]
Housekeeping manager
The housekeeping manager, similar to other manager roles, is responsible for planning, organizing and developing the housekeeping departments. They oversee staffing, training of the staff and scheduling. They manage daily activities such as the cleaning, seating areas, washroom, restaurants, suites and all public areas, guaranteeing customer satisfaction through effective planning and organisation of team members, supervision of housekeeping and grounds keeping staff, maintaining supplies, equipment and budget, recruiting and training staff and even conducting inspections of public areas.[18]
Housekeeping supervisor
A housekeeping supervisor role is to oversee the activities of the staff that clean the facilities to make sure of the sanitation, orderly and appeal of the rooms is up to high standard in the hotel but can also include other establishments such as hospitals and anything in a similar regard. they may also assist in the duties of other staff members and inspect the work, they also address the complaints and inquires about the housekeeping service as well as recruit and train new staff members. [19]
Continental breakfast attendant
The continental breakfast attendant's main role is to provide a hot and cold breakfast buffet service throughout the morning. A continental breakfast usually includes coffee, juice, jam, fruit, and baked goods such as bread and pastries, items chosen because they are shelf-stable, and can be served in portion sizes that are appropriate for large groups of people. The attendant cleans the serving area during the breakfast, refills empty serving dishes or jugs and supplies (e.g., napkins), ensures equipment such as toasters and coffeemakers are functioning well, and answers patron questions. After breakfast, the attendant cleans and prepares the area for the next morning. The attendant may also prepare ingredients, refill beverage dispensers, clean and replenish utensils. Attendants may even do duties similar to a waiter for customers that have special needs. Attendants may have to do paperwork or record-keeping.[20]
Food runner
They can serve multiple roles, but the main function is the food runner acts as the "middle man" between the customer and the kitchen staff, both delivering food to the correct table as quick as possible, assisting staff with the priority of orders and addressing any customer issue that suddenly arises. Generally any business that serves food to customers have food runners such as bars and coffee shops and even room service, being able to switch between front and back of the house. Food runner's duties are to deliver food, identifying customers questions and complaints and addressing those appropriately, greeting guests, providing and explaining the menu, inspecting the food, clearing and cleaning tables.[21]
Hotel security
Hotel security monitor the security system in the restaurant and communal areas of the hotel. They establish and maintain emergency procedures, and identify and implement risk management programs on order to be prepared for an unlikely emergency situation such as food poisoning.[8]
Advantages and disadvantages
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Advantages
- Guest can eat and drink within their own private room in the hotel.
- Guests can order meals whenever they want.
- Room service can reduce food wastage.[22]
- Convenience for guests with children and babies.
- Promotes safety, as guests are able to stay inside their hotel.
Disadvantages
- Food and drinks are much more expensive than average.
- Hot food can become cold before delivery to the room.
- The guest may be less likely to experience local food.
- Guests cannot observe the food being prepared.
- Room service menus are often limited so that items can be cooked at all times by cooks on different shifts with common skills.[22]
Hospital room service
Some hospitals have started to provide room service for their patients' convenience.[23] Patients are able to order the food of their choice from a menu at a time that is suitable for them. Hospital staff may need to assist patients to ensure that they comply with their dietary restrictions. Visiting guests may order from the room service for a fee.[citation needed]
Advantages of room service in hospital
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- Improved patient satisfaction.[citation needed]
- Additional meal trays and unwanted food plates are eliminated.
- Improved meal accuracy.[citation needed]
- The opportunity for increased revenue by serving patients' family and visitors.
- Food service workers may enjoy more contact with patients, boosting their morale.[citation needed]
- Fresher food is provided with better quality and temperature.[citation needed]
References
- ^ "Star Princess". Shipdetective. Retrieved 26 December 2015.
- ^ McKenzie, Kristen (2014-01-24). "8 hotels that changed the industry". CNN Travel. Retrieved 2019-02-01.
- ^ Staff, Hipmunk (2015-07-12). "The History of Room Service (and some great spots to find it)". TAILWIND. Retrieved 2019-04-27.
- ^ Suboleski, Stanley. "Room Service Principles and Practices". Retrieved 2019-04-28.
- ^ Jacobs, Greg. "Hotel Lovers See The History of Room Service". Retrieved 2019-04-28.
- ^ Suboleski, Stanley. "Room Service Principles and Practices".
- ^ Suboleski, Stanley (2012-12-01). "Room Service Principles and Practices: An Exploratory Study".
- ^ a b c Morse, Carolyn (April 21, 2000). "Hospitality: Hotel Management" (PDF). ACAP.
- ^ "Bachelor of Science in Hospitality Management". University of Nevada.
- ^ "Hotel manager: job description". Target jobs.
- ^ "Types of Hospitality Jobs - Oxbridge Academy". www.oxbridgeacademy.edu.za. Retrieved 2019-02-21.
- ^ "Restaurant manager: job description". Target jobs.
- ^ "Tasks List". www.ift.edu.mo. Retrieved 2019-02-21.
- ^ "Waiter or Waitress job description". workable.
- ^ "Types of Hospitality Jobs - Oxbridge Academy". www.oxbridgeacademy.edu.za. Retrieved 2019-02-21.
- ^ "What Does an Executive Chef Do?". Best Hospitality Degrees.
- ^ "Kitchen Staff Job Description". JobHero.
- ^ "Job Description Housekeeping Manager" (PDF). Coyotes.
- ^ "Housekeeping Supervisor". Career Planner.
- ^ Gerlach, Jenna (2018-12-31). "Breakfast Attendant Job Description". Career Trend.
- ^ "Food Runner Job Description". Job Hero.
- ^ a b "Room Service". Slide Share. Jan 17, 2015.
- ^ "Patient Food Service".