Intorduction
Room service is an essential service in many hotels, offering guests unrivalled comfort by allowing them to enjoy meals and drinks directly in their room. Whether you are travelling for business or pleasure, room service allows you to enjoy a meal in complete privacy, without having to leave the comfort of your bed or desk. This service, often associated with luxury establishments, has been democratised considerably and is now an integral part of the modern hotel offer.
In this article, we explore:
- What room service is and how it works,
- The benefits for guests and hoteliers,
- Recent innovations in the field.
In addition, we will discuss the challenges faced by hotels in maintaining a quality service while optimising their operational costs. Whether you’re a fan of in-room breakfasts or simply curious to understand how they work, we’ll be there to help you.
What is room service hotel?

Room service is a hotel service that allows guests to order meals, drinks and sometimes other services directly in their room. This service is designed to offer comfort and convenience, allowing travellers to enjoy a meal without having to go to the hotel restaurant or outside. It is available in most hotels, but its terms and conditions vary according to the standard of the hotel.
How room service works
Room service generally follows a well-established organisation, often managed by the hotel restaurant. Here are a few key points on how it works:
- Simple ordering : guests can place their order via their room telephone, a dedicated app, or even a tablet provided by the hotel.
- Varied menus : hotels offer a selection of dishes to suit different times of the day: breakfast, lunch, dinner, or even late-night snacks.
- Flexible hours : in the top-of-the-range hotels, room service is available 24 hours a day, while other hotels offer this service during limited periods.
Why choose room service?
Room service is particularly popular with travellers looking to :
- Enjoy a meal in complete privacy: ideal for those who wish to remain in the comfort of their room after a long day.
- Maximise your time: an excellent choice for professionals on the move who need to work while eating.
- Relax: room service makes indulging effortless, whether it’s breakfast in bed or a leisurely dinner after a busy day.
Many hotels, such as the Hôtel 15 Montparnasse in Paris, go even further by offering special menus for vegetarians and gluten-free diets. Room service therefore remains a key service for meeting the varied expectations of guests, while enhancing their overall experience.
Why is room service essential for hotels?

Room service is much more than just a catering service for hotels. It plays a key role in enhancing the customer experience and contributes directly to traveller satisfaction and loyalty. Here are just a few of the reasons why room service has become an essential part of the hotel industry:
1. Improving the customer experience
Room service offers an unrivalled experience of comfort and privacy. Guests, whether on business or on holiday, appreciate being able to dine in their room without having to worry about the hotel restaurant’s opening hours or finding an outside restaurant. This allows hotels to cater for the specific needs of guests, whether they want breakfast in bed or a late dinner after a long day.
According to one study, 75% of hotel guests say they are prepared to pay more for personalised service, making room service a real driver of satisfaction and revenue for the hotel.
2. Competitive differentiation
In a competitive market, room service is a key differentiator. Luxury hotels, in particular, use this service to improve their image and offer top-of-the-range services. This includes personalised menus, the possibility of ordering gourmet dishes or even special offers for special events.
Some hotels are even incorporating innovations such as menus in jars to meet the demands of health- and ecology-conscious guests.
3. Increased turnover
Room service enables hotels to generate additional revenue, in particular by offering extra meals and drinks. By offering a varied range of services, such as cocktails, desserts or top-of-the-range drinks, hotels increase the average value of orders. In addition, complementary services such as a minibar or courtesy tray also help to increase profits while offering guests more convenience.
4. Customer loyalty
Quality service, including room service, contributes to customer loyalty. When they feel well looked after and are able to relax fully, customers are more inclined to return. What’s more, exclusive services such as personalised meal delivery or options to cater for special dietary requirements, reinforce this loyalty.
How does room service work in hotels?

Room service in hotels is a well-structured service, requiring meticulous organisation to guarantee guest satisfaction. Although the way in which room service operates may vary from one hotel to another, depending in particular on the category of establishment, certain principles and stages remain constant.
1. Order taking
The order is generally placed by the customer from their room. Ordering methods vary:
- Telephone : Traditionally, the customer dials a specific number to place the order.
- Mobile application : In more modern hotels, a dedicated application allows guests to order directly from a tablet or smartphone.
- Interactive remote control : Some luxury hotels offer TV-integrated systems that allow guests to browse the menu and place their order.
The whole process is designed to be quick and convenient, often with just a few clicks or a call.
2. Meal preparation
Once the order has been received, it is passed on to the hotel kitchen, which may have a dedicated room service area. Meals are carefully prepared to be :
- Served hot and fresh : Dishes are developed to withstand transport without quality degradation, which often includes trays or thermal boxes.
- Adapted to preferences : Hotels frequently offer vegetarian, vegan, or gluten-free options to meet guests’ specific needs.
3. Room delivery
Hotel staff then deliver the meal directly to the guest’s room. Delivery follows a strict protocol to ensure an efficient and discreet service:
- Delivery time: In general, delivery takes between 20 and 30 minutes after the order is placed, depending on the time of day and the complexity of the request.
- Careful presentation : Meals are often delivered on a tray or in a trolley, with particular attention paid to the presentation of dishes, cutlery and drinks.
4. Additional services
Room service is not limited to catering. Depending on the hotel, guests may also request:
- Alcoholic beverages : Many hotels offer a wine and cocktail list that can be delivered to the room.
- Cleaning services : Some hotels include the possibility of having dishes cleaned or requesting additional items such as towels or pillows.
5. Return and cleaning
Once the meal is finished, the guest can leave the tray in the room or leave it outside for staff to collect. This also includes the cleaning of utensils and trays in a dedicated area of the hotel.
6. Billing
Room service is added to the customer’s final bill, either immediately after each order or on departure. Hotels sometimes offer packages that include in-room meals, such as breakfast formulas or dinners included in the price of the night.
In short, room service relies on fluid organisation and well thought-out logistics to ensure a quality service while guaranteeing the discretion and speed that are essential for a successful customer experience.
Recent innovations in room service
Room service has evolved in recent years, taking advantage of new technologies and consumer trends to offer a smoother, more personalised customer experience. Here are the main innovations that are revolutionising this service.
1. Digitalisation: ordering via apps and tablets
The digitalisation of room service has considerably simplified the experience for customers. Gone are the days of phone calls at reception, with many hotels now opting for mobile apps or tablets placed in rooms. This allows guests to :
- Browse the menu easily,
- Place orders in just a few clicks,
- Track delivery progress in real time.
Among these innovations, the Utelys application stands out as a complete solution for hotels wishing to modernise their room service. Utelys not only enables you to place orders quickly, it also offers customisation options to ensure that each guest has a tailor-made experience. Thanks to TF, you can automate the sending of an SMS after your customers check in with a link to the room service or ask for their opinion on the quality of the room service automatically after a room service order. This type of solution not only satisfies customers, but also optimises internal hotel operations.
2. Personalised service: recommendations based on customer preferences
Today, personalisation has become a priority for improving the customer experience. Thanks to the data collected via applications such as Utelys, hotels can offer recommendations tailored to guests’ preferences:
- Dish suggestions based on dietary habits (vegetarian, gluten-free, etc.),
- Drink or dessert recommendations based on the customer’s past choices.
This level of personalisation allows hotels to better meet the expectations of each guest, while creating a more engaging relationship. The result is not only increased satisfaction, but also additional sales thanks to relevant and targeted suggestions.
3. The trend towards local partnerships
One of the emerging trends in room service is the integration of local and artisanal products. More and more hotels are working with local producers to offer a more authentic experience:
- Offer regional wines or gastronomic products from the area,
- Use fresh, organic ingredients from local farms.
These partnerships not only help to differentiate the hotel, but also respond to a growing demand for more sustainable and responsible products. It also reflects a growing environmental awareness among guests, who are looking for more environmentally friendly options.
In conclusion, technological innovations such as Utelys and TriggerFlow, coupled with personalisation and a focus on local, are redefining room service as an essential element of modern hospitality.
Challenges and costs of room service for hoteliers
Room service, while popular with guests, represents a significant challenge for hotels in terms of operating costs and logistical management. Offering a quality service while maintaining profit margins is a difficult balance to strike, especially for smaller establishments or those with fluctuating occupancy rates.
1 Labour costs
One of the main challenges of room service is the cost of staff. To ensure fast, quality service, hotels must :
- Employ dedicated teams : This includes cooks, waiters and delivery staff. For hotels offering a 24-hour service, it is necessary to have staff on duty all day, including off-peak hours, which adds to salary costs.
- Staff training : Ongoing training is required to maintain an impeccable service, both in terms of preparation and room service, in order to guarantee the desired customer experience.
2. Logistics and infrastructure
Room service requires a specific infrastructure to operate efficiently:
- Dedicated kitchen: Some hotels have to allocate a separate kitchen space just for room service, which can be costly in terms of fit-out. If the main kitchen is used, this can create bottlenecks during peak hours.
- Trolleys and equipment : Hotels are investing in suitable equipment to transport meals without loss of quality. This includes thermal trolleys, trays and special containers to keep food warm and fresh.
3. Profitability
Room service, although popular, is not always profitable for hotels. Several factors have a direct impact on profitability:
- Low margins : The high cost of staff, ingredients and logistics can significantly reduce profit margins. The price that customers are prepared to pay for room service is not always sufficient to offset these costs.
- Off-peak : During periods of low demand, maintaining an operational room service can be costly. Hotels must decide if they wish to limit this service to certain times of the day to optimise costs.
4. Environmental challenges
Managing room service waste is a growing challenge for hoteliers:
- Single-use packaging: Many dishes are delivered in disposable containers, generating additional waste. With increasing pressure to reduce the ecological footprint, hotels need to invest in more sustainable solutions, such as recyclable or reusable packaging.
- Energy consumption : Keeping kitchens and delivery equipment running all the time also increases a hotel’s energy consumption, which has a significant impact on costs and the environment.
5. Solutions for optimising costs
To meet these challenges, many hotels are adopting strategies to optimise their costs:
- Limited hours : Some hotels choose to restrict service to certain hours, such as dinner and breakfast, in order to reduce costs during off-peak hours.
- Local partnerships : Hotels may partner with local suppliers or partner restaurants to outsource part of the service, reducing costs while diversifying the offering.
Conclusion

Hotel staff registering people at resort, filling in records at reception desk in lobby. Asian woman receptionist giving assistance to guests with registration forms to give access key card.
Room service is a key element of modern hospitality, offering guests a level of comfort and personalisation that greatly enhances their experience. Whether it’s breakfast in bed, a romantic dinner or a late-night snack, room service allows travellers to make the most of their stay without leaving the comfort of their room.
For hotels, however, this service represents a major challenge. Between labour costs, logistics and profitability, it is essential to find the right balance so that room service is both appreciated by guests and economically viable. Despite these obstacles, room service remains an essential service, particularly for top-of-the-range establishments, where the expectation of personalised service is high.
Room service is therefore not just a catering service, but a powerful lever for enhancing the customer experience and generating additional revenue, while adapting to changes in the sector.
Would you like to go further in improving the customer experience and managing your establishment efficiently? Utelys can help you implement customised solutions to maximise your room service offering. Contact us now to turn every in-room meal into an unforgettable experience. Discover Utelys and boost your hotel services!