My Executive


    Jun 05, 2013

    Era of hotel room service coming to an end?

    PLANS by one of the largest hotels in New York City to jettison room service could spur other hotels to scrap the luxury to improve profits, Hilton Worldwide's chief executive said.

    The New York Hilton Midtown, a 2,000-room, full-service hotel, plans to eliminate room service in the coming months. It will instead open an on-site eatery that will offer gourmet take-out.

    CEO Christopher Nassetta, speaking at a hospitality conference hosted by New York University on Monday, said he expected other hotel companies to scale back or scrap room service since fewer guests are using it and it is not profitable for many hotels.

    Mr Scott Berman, who leads the hospitality and leisure practice at PwC, said: "It's big news because room service is iconic within a full-service hotel operation.

    "But for a long time, it's been a drain on its ability to perform."

    Hospitality and tourism management professor Bjorn Hanson of New York University said that he is aware of hotels that are looking at alternatives to room service, and expects announcements over the next three months regarding breakfast-service changes, in particular.

    He added that travellers do not want to spend an hour waiting for a room-service order to be delivered.