Room Service Isn’t Dead, It’s Just Evolving Says Hilton CEO

Every full-service Hilton Worldwide property has room service, or a variation of it, but the particulars of the offering will increasingly depend on the market.

That’s the view of Hilton Worldwide CEO Christopher Nassetta, who says that when it comes to hotel offerings such as room service and mini-bars, a major trend in global hospitality is that the services will depend on market conditions.

Giving customers what they want “and what they are willing to pay for” will drive reinvestment in hotels, Nassetta says.

He says this sort of “flex service” will limit any deterioration of service standards as some properties saw a deterioration of standards because they were providing services that weren’t making any money.

In August 2013, the Hilton New York Midtown caused a stir when it discontinued room service but it brought it back a month later, albeit with deliveries to guest rooms in paper bags, and only during breakfast and dinner hours.

The meals, including breakfast, lunch and dinner from Herb ‘N Kitchen, are “packaged to take away or [for] in-room delivery for hotel guests,” Hilton said at the time.

Nassetta, speaking at an NYU hospitality investment conference in New York City June 1, said in the future some Hilton Worldwide full-service properties will have traditional room service while other properties will operate the service albeit with limited hours or will offer the pre-packaged meals’ delivery service like the Hilton New York Midtown does.

The shape of room service will depend on local market conditions.

These changes come as the hotel industry is seeing strong demand for limited-service properties, which traditionally don’t offer room service at all.