If you've ever stayed in a hotel, chances are you've noticed a professional assisting guests in the lobby or near the front desk. This employee, known as a concierge, completes a variety of tasks in the hospitality industry and is a vital part of the hotel experience. Whether you already employ a concierge or are considering hiring one, it's important to understand what the job is and how it can affect your business. Below, we'll investigate what a concierge is, what they do, and how much they make.
What Is a Concierge?
A concierge, sometimes referred to as a guest relations manager or a residential concierge, is a specialized customer service representative who works in the hospitality industry. Their purpose is to ensure that guests or customers have a pleasant experience as well as access to any information or services they might need. In most cases, they can be found working in a hotel or high-end apartment building, although they are sometimes employed by high-end office buildings as well.
What Does a Concierge Do?
A concierge is responsible for completing a variety of personalized tasks and services to keep hotel guests happy. In a sense, they act as the face of the business and a resource that guests can rely on. For this reason, it's expected that a concierge exhibits excellent communication and customer service skills and interacts with guests in a friendly and approachable manner. Although the job of a concierge is specific to the building they work in, some of the most common tasks they might complete on a regular basis include:
- Greeting new or returning guests
- Managing complaints
- Managing mail, luggage, deliveries, or messages for guests
- Arranging and coordinating transport for guests upon request
- Providing information on local attractions, restaurants, and events
- Coordinating dinner reservations
- Managing housekeeping and maintenance requests
- Developing and expanding a network of contacts within the community
How Much Does a Concierge Make
In general, it's reported that a concierge makes somewhere between $30,000 and $44,000 per year. Although it can vary depending on where they work, many concierges get paid hourly, with their rates ranging from $14/hour to $21/hour on average. In some cases, their annual salary is reported to be as high as $56,000.
It's important to note that along with their base salary, many concierges make money through tips. Guests can choose to tip their concierge upon their arrival, after they are assisted, or as they are preparing to check out. In a luxury hotel, guests may tip upwards of $30 depending on the service provided to them. Furthermore, most concierges receive tips between $5 and $15 in traditional hotels. Depending on the number of guests you accommodate and how busy your hotel is, a concierge can make a substantial amount of money in tips.
Concierge Education Requirements
At the very minimum, the job requires a high school diploma. However, in most cases, an associate's or bachelor's degree is required. Many people looking to become a concierge pursue a degree in tourism, hospitality, or hotel management.
Additionally, keep in mind that the responsibilities of a concierge vary depending on the preferences of who is hiring. Because of this, the desired education level and academic background for the job is ultimately up to the hotel. For example, a hotel in a vacation destination may look for someone with a background in tourism, while a hotel in a suburban area may want someone who studied hospitality.
Beyond a formal education, some individuals looking to become a concierge may pursue additional certifications. Many schools offer courses designed to train and certify individuals in a particular skill. These certifications are focused on a singular subject and don't take as long to complete as a degree, making them a good way to gain further skills.
How to Become a Concierge
Since concierge jobs are unique compared to other professions and present a variety of different paths to employment, knowing how to become one may be difficult. If you're considering becoming a concierge, follow these steps:
- Choose an education path: Your first step towards becoming a concierge should be deciding what kind of education to work towards. Depending on the type of job you desire, a two- or four-year degree are both viable options.
- Earn certifications: To strengthen your resume, apply for courses in customer service, business management, or even tourism to earn certifications and prove that you have advanced knowledge of the hospitality industry.
- Gain related experience: To be a concierge, it's important to have experience in the hospitality industry. This can help you make informed decisions and demonstrate that you have a concept of how a hotel operates. Consider working as a hotel receptionist, tour guide, valet, or even personal assistant to gain a better understanding of how a hotel works.
Hiring a concierge can help to improve your guest's stay and ensure that your business runs efficiently. Whether you're just learning what a concierge is or have employed one for years, it's important you know the details of the job. By understanding what a concierge is and the responsibilities they have in a hotel, you can position your staff to succeed and give guests the best experience possible.
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How Hotels Can Help Prevent Bed Bugs
Bed bugs are a rising problem that can cause significant issues for businesses in the hospitality industry. These tiny pests can quickly infest a room or an entire facility, leading to customer complaints, negative reviews, and potential financial losses. Preventing bed bug infestations is crucial to maintaining a clean and comfortable environment for your guests. Thankfully, there are effective strategies and products to help you prevent bed bugs from becoming a problem in your establishment. By following these recommendations, you can reduce the risk of bed bug infestations, help protect your guests and staff, and work to maintain a positive reputation for your business. Click the links below to skip to the hotel bed bug prevention information that most interests you: What Are Bed Bugs? How Do You Get Bed Bugs? Staff Education What Bed Bugs Look Like on a Mattress Bed Bug Resistant Bed Supplies Infestation Action Plan Traveler Awareness Program Hotel Bed Bug Prevention FAQ What Are Bed Bugs? Bed bugs are small, nocturnal insects that feed on the blood of humans and animals while they sleep. While they’re only about the size of an apple seed, their bites can cause itching, allergic reactions, and sleep disturbances. Thankfully, they are not known to transmit diseases. However, they cause extreme discomfort and can ruin the reputation of a hospitality business. Bed bugs are excellent hitchhikers and can easily be transported from one location to another. They’re attracted to warmth and carbon dioxide, so they tend to infest areas where people spend a significant amount of time such as hotels, dormitories, and even public transportation. Contrary to popular belief, bed bugs are not a sign of poor hygiene or cleanliness. They can infest even the cleanest of environments. How Do You Get Bed Bugs? Understanding how bed bugs are spread is crucial in preventing infestations in commercial settings. Here are some important facts about how bed bugs are typically acquired: Travel: Bed bugs are excellent hitchhikers and can easily latch onto luggage, clothing, and personal belongings. They often infest hotels, motels, and other types of lodging establishments, which can then spread to homes and businesses. Used Furniture and Clothing: Bed bugs can hide in used furniture, such as mattresses, couches, and chairs. They can also be found in secondhand clothing, especially in items stored in infested areas. Public Spaces: Bed bugs can be found in public areas such as movie theaters, libraries, and public transportation. They can easily crawl onto clothing or bags and be brought back to a commercial establishment. Guests and Visitors: Bed bugs can be brought into commercial spaces by guests or visitors. They may unknowingly carry bed bugs on their clothing, luggage, or personal items. Providing education and awareness about bed bugs to employees and guests can help prevent infestations. Employee Belongings: Bed bugs can also be introduced into a commercial space through employee belongings. It is important for employees to be vigilant and regularly inspect their personal items for any signs of bed bugs. Encouraging employees to store their belongings in designated areas, away from potential infestation sources, can help prevent the spread of bed bugs. Hotel Bed Bug Protocol Preventing bed bug infestations requires a multi-faceted approach that includes regular inspections, proper housekeeping practices, and education. By understanding how bed bugs are acquired, commercial establishments can take proactive measures to prevent infestations and maintain a clean and comfortable environment for their customers and employees. 1. Educate Staff on Bed Bugs When it comes to preventing bed bugs in your establishment, one of the most crucial factors is staff awareness and training. Educated and vigilant staff members play a crucial role in early detection, effective cleaning protocols, regular inspections, proper handling of infested items, and compliance with regulations. Here are some important areas to train your hotel staff in: Early Detection: Bed bugs are notorious for their ability to hide in tiny cracks and crevices, making them difficult to spot. However, trained staff members can identify early signs of infestation, such as blood stains on sheets, dark spots on mattresses, or the presence of live bugs. By catching the problem early on, you can take immediate action to prevent further spread. Cleaning Protocols: Thorough and regular cleaning is essential to eliminating hiding places for bed bugs. Train staff members in proper cleaning techniques, including vacuuming and steam cleaning, to eliminate any potential homes for these pests. Additionally, they should be aware of the importance of washing bedding and linens at high temperatures to kill any bed bug eggs or nymphs. Make sure you explain the differences between sanitizing and disinfecting surfaces. Inspection and Maintenance: Regular inspections of furniture, bedding, and other areas where bed bugs are likely to hide are crucial. Staff members should be trained to look for signs of infestation during these inspections and report any findings to management. Additionally, they should be aware of the importance of promptly addressing any maintenance issues, such as cracks in walls or furniture, that could serve as hiding places for bed bugs. Handling of Infested Items: In the unfortunate event of a bed bug infestation, staff members must know how to handle infested items properly. They should be trained in the appropriate procedures for safely bagging and disposing of infested bedding or furniture. This will help prevent further spread of bed bugs and protect both staff and guests from potential bites. Awareness of Regulations: Depending on your location, there may be specific rules and regulations regarding bed bug prevention in commercial establishments. Staff members should be familiar with these regulations to ensure compliance and avoid any potential legal issues. This may include guidelines on reporting infestations, proper documentation, and required pest control measures. What Do Bed Bugs Look Like on a Mattress? Identifying bed bugs on a mattress can be challenging as they are experts at hiding in small crevices and cracks. However, some signs can help you determine if your mattress is infested: Live Bed Bugs: Adult bed bugs are visible to the naked eye and can be found crawling on the mattress surface. They are about 4-5 mm in length and have a distinct reddish-brown color. Bed bugs are most active during the night, so inspecting your mattress during the early morning hours may increase your chances of spotting them. Shed Skins: As bed bugs grow and mature, they shed their exoskeletons, leaving behind molted skins. These skins are translucent and can be found near hiding spots on the mattress, such as seams, tufts, and folds. Finding multiple shed skins is a strong indication of a bed bug infestation. Fecal Stains: Bed bugs leave behind dark, rust-colored stains on mattresses, sheets, and other surfaces they encounter. These stains are digested blood and are often found in clusters or rows. If you notice small, black dots on your mattress, it could be a sign of bed bug activity. Eggs and Eggshells: Bed bug eggs are tiny and difficult to spot with the naked eye. They are about 1 mm in size and are usually white or translucent. Look for these eggs and their empty shells in the seams, crevices, and other hidden areas of your mattress. Musty Odor: Bed bugs release a musty odor, often described as a sweet with berry essence. If you notice an unusual smell coming from your mattress, it could be an indication of a bed bug infestation. 2. Invest in Bed Bug Resistant Bed Supplies One of the most effective ways to prevent bed bugs is to use bed bug-resistant bed supplies. These specially designed products are made with materials that are difficult for bed bugs to penetrate, making it harder for them to establish a presence in your establishment. Look for bed bug-resistant mattress encasements, box spring encasements, and pillow protectors to create a barrier against these pests. Bed Bug Encasements and Mattress Protectors Bed bug encasements and mattress protectors act as a barrier between the mattress and potential bed bug infestations. Made from durable materials such as polyester or polypropylene, these covers are designed to completely encase the mattress, preventing bed bugs from accessing the fabric and hiding in the seams. Look for encasements that are specifically labeled as bed bug-resistant and have been tested to ensure their effectiveness. Bed Bug Proof Box Spring Covers Similar to mattress encasements, bed bug-proof box spring covers are essential for protecting the foundation of the bed. These covers are constructed with the same bed bug-resistant materials and are designed to fully encase the box spring, leaving no gaps for bed bugs to enter or escape. By combining mattress encasements with box spring covers, you create a comprehensive bed bug barrier. Bed Bug Resistant Bed Frames Bed frames with bed bug-resistant features are another important component in preventing bed bug infestations. These frames are typically constructed with materials that bed bugs cannot easily climb, such as metal or plastic. Additionally, some bed frames have a smooth, seamless design, eliminating potential hiding spots for bed bugs. When selecting a bed frame, look for models that are specifically labeled as bed bug-resistant. Bed Bug Resistant Pillow Encasements In addition to encasements and covers, choosing bed bug-resistant pillow encasements can further enhance your bed bug prevention efforts. Bed bug-resistant pillowcases are made from tightly woven fabrics that prevent bed bugs from penetrating the material. They’re also designed to be easily cleaned and laundered, making it easier to eliminate any potential bed bug hitchhikers. What Material Do Bed Bugs Not Like? By incorporating synthetic fabrics, vinyl and plastic, metal, leather, and hardwood into your hotel bedding and furniture choices, you can create an environment that is less attractive to bed bugs and promote a healthier, bed bug-free space. While these materials don’t eliminate the risk of bed bug infestations, they can help reduce the likelihood of an infestation and make it easier to detect and treat any potential issues. Synthetic Fabrics: Bed bugs are not attracted to synthetic fabrics such as polyester, nylon, and rayon. These materials are less porous and do not provide the same hiding spots and crevices that natural fabrics do. By opting for bedding and furniture made from synthetic fabrics, you can create a less hospitable environment for bed bugs. Vinyl and Plastic: Bed bugs have a difficult time crawling on smooth surfaces, such as vinyl and plastic. These materials are not only easy to clean but also provide fewer hiding places for bed bugs. Consider using vinyl mattress covers, plastic furniture covers, or even vinyl or plastic furniture to discourage bed bug infestations. Metal: Bed bugs have a hard time climbing smooth surfaces, and metal is no exception. Furniture with metal frames, such as beds and chairs, can make it challenging for bed bugs to access hiding spots. Additionally, metal bed frames often have fewer crevices and seams where bed bugs can hide, making them a less attractive option for these pests. Leather: Leather is another material that bed bugs are not particularly fond of. The smooth surface of leather makes it difficult for bed bugs to crawl and hide. Incorporating leather furniture, such as sofas or chairs, into your space can help deter bed bugs from settling in. Hardwood: Bed bugs prefer materials that provide hiding spots and crevices, which is why hardwood is not their preferred choice. Furniture made from hardwood, such as oak or maple, has fewer seams and crevices compared to upholstered furniture, making it less appealing to bed bugs. 3. Have an Action Plan If you suspect the presence of bed bugs in your commercial establishment, it is crucial to have a well-defined action plan in place. By following the steps outlined below, you can effectively address the issue and help prevent the spread of bed bugs to other areas of your property. Notifying Management: As soon as your staff becomes aware of a possible bed bug infestation, they must inform management immediately. This will allow you to take the necessary steps to address the issue promptly and efficiently. Relocating Guests in Affected Rooms: Making every effort to relocate guests in rooms where bed bugs have been observed is crucial. Move them to unaffected rooms or, if necessary, to another accommodation altogether. Documenting Signs of Bed Bugs: Thoroughly document any signs of bed bugs that you come across. This includes noting where and when the bugs were observed, as well as any visible stains or eggs on bedding and furniture. Detailed documentation will be useful when implementing treatment strategies and communicating with pest control professionals. Quarantining Affected Rooms: To prevent the spread of bed bugs, it is essential to quarantine the rooms that may be affected. This includes the rooms where guests were relocated to, as bed bugs can easily hitch a ride on luggage or clothing. By isolating these rooms, you can contain the infestation and prevent it from spreading further. Launder and Inspect Linens: Wash all potentially infested linens, including bedding, towels, and curtains, in hot water and dry them on high heat. Inspect them carefully for any signs of bed bugs before returning them to use. Call in Pest Control Professionals: Contacting a pest control professional is crucial for a thorough assessment of the bed bug issue and the development of an effective treatment strategy. These professionals have the expertise and tools necessary to eradicate bed bugs and prevent future infestations. Follow their recommendations closely to ensure a successful resolution. Implement Preventive Measures: Once the infestation is under control, take steps to prevent future bed bug problems. Encase mattresses and box springs in bed bug-proof covers, repair any cracks or crevices in walls or furniture, and regularly vacuum and clean your establishment. 4. Implement a Traveler Awareness Program Traveler awareness programs can help hospitality businesses prevent bed bug infestations. These programs educate guests about the risks of bed bugs during their travels and provide tips on how to prevent bringing them into their accommodations. By educating your guests about bed bug prevention and providing them with the necessary tools, you can significantly reduce the risk of bed bug incidents. The program will also help boost guests’ confidence in your establishment and can earn positive online reviews. Here's how to implement a traveler awareness program: Develop Educational Materials: Create brochures, pamphlets, or posters that provide information on bed bug prevention. Include details on how to identify bed bugs, what to do if a guest suspects an infestation, and how to prevent bed bugs from spreading. Make sure the materials are easily accessible in common areas such as the lobby, guest rooms, and laundry facilities. Communicate with Guests: Upon check-in, provide guests with information about bed bug prevention and what to do if they suspect an infestation. Include this information in welcome packets or on informational cards placed in guest rooms. Consider adding a section on your website or in email communications that highlights your commitment to bed bug prevention. Establish a Reporting System: Encourage guests to report any suspected bed bug incidents promptly. Provide a dedicated phone number or email address for reporting concerns and ensure that all reports are handled discreetly and professionally. Respond to reports promptly and take appropriate measures to investigate and address the issue. Hotel Bed Bug Prevention FAQ As a hotel owner or manager, it is crucial to prioritize the prevention of bed bugs. These pests can cause significant damage to your reputation and result in costly lawsuits. To help you understand the best practices for preventing bed bugs in your hotel, we have compiled a list of frequently asked questions. Can Bed Bugs Get through Zippers? Unfortunately, bed bugs can easily get in through a zipper thanks to their flat and oval-shaped bodies. Adult bed bugs are approximately the size of an apple seed, while nymphs (young bed bugs) are even smaller. Their bodies are incredibly flexible, allowing them to squeeze through openings as small as the width of a credit card. While they’re designed to close tightly, zippers often have small gaps or spaces between the teeth. These gaps may be barely visible to the naked eye, but they are more than enough for bed bugs to exploit. To prevent bed bugs from infiltrating through zippers, it is essential to take proactive measures. Encasing mattresses and pillows with bed bug-proof covers creates a physical barrier that denies bed bugs access. Can Bed Bugs Bite through Mattress Encasements? Bed bugs can bite through mattress encasements unless the fabric is bite-proof. This means that it should be constructed with a dense weave that is resistant to punctures. Bed bugs have a specialized mouthpart called a proboscis, which they use to pierce the skin and extract blood. Therefore, the fabric of the encasement must be strong enough to withstand these piercing attempts and prevent the bugs from reaching their food source. In addition to its fabric being bite-proof, the mattress encasement must cover the entire mattress or box spring. Bed bugs are notorious for their ability to hide in small cracks and crevices, so leaving any part of the mattress exposed could provide an entry point for these pests. Equally important is the proper installation of the mattress encasement. The encasement must be sealed tightly with no openings, gaps, or tears that bed bugs might escape through. Even the smallest opening can provide an opportunity for these pests to escape the encasement and continue infesting your sleeping area. How Long Do You Leave a Bed Bug Mattress Cover On? To ensure that all bed bugs and their eggs have died, experts recommend leaving the bed bug encasement on for at least one year. This extended period allows for the complete life cycle of the bed bugs to be disrupted and eradicated. Bed bugs go through several stages of development, including egg, nymph, and adult. By leaving the encasement on for a year, you can be confident that any eggs that may have been missed during initial treatment will have hatched and died off. Removing the encasement too soon may result in a re-infestation if any bed bugs or eggs are still present. During the year that you have the bed bug encasement on, it is essential to regularly inspect and monitor for any signs of bed bugs. This includes conducting visual inspections of the mattress and surrounding areas, as well as using bed bug traps or monitors to detect any activity. If you notice any signs of bed bugs, such as live bugs, eggs, or fecal stains, it is recommended to continue using the encasement until you are confident that the infestation has been eliminated. Back to Top Remember, prevention is always better than dealing with a full-blown infestation. By implementing these prevention strategies and training your staff, you can significantly reduce the risk of bed bugs in your hotel and protect your guests' comfort and satisfaction. Knowing that you’re taking extra precautions can attract travelers to your lodging establishment.
What Is a Bed and Breakfast?
A bed and breakfast, often abbreviated as B&B, is a business that accommodates overnight guests and offers a breakfast menu. They traditionally take the form of a large family home with a limited number of rooms. Unlike hotels, a B&B usually only hosts guests for short periods, typically overnight, as opposed to accommodating individuals interested in a longer stay. How Does a Bed and Breakfast Work? Bed and breakfasts offer hospitality services on a personal level. In most cases, the limited number of people they accommodate allows a host to establish a stronger connection with their guests. For example, if a guest has dietary restrictions, room preferences, or physical limitations, the host can make necessary preparations to make their stay more comfortable. Though many bed and breakfasts are run entirely by the owner, it’s not uncommon for them to hire a small staff. Bed and Breakfast vs Hotel A bed and breakfast offers a significantly different type of experience than most hotels, motels, or inns. While some specifics may seem familiar due to the nature of the hospitality business, staying at a B&B is unique for a variety of reasons. Below, we’ll investigate what separates these types of businesses from a traditional hotel: Atmosphere: One of the most striking differences between a bed and breakfast and a hotel is the atmosphere. Though a sense of privacy is retained, hosts and their guests are likely to have a closer relationship with one another due to events like check-in and breakfast. Conversely, a hotel is considerably larger and holds far more people, making it difficult to establish a connection with each guest. Amenities: The amenities offered by a bed and breakfast feature a personal touch that you wouldn’t get from a hotel. Instead of focusing on the luxury and extravagance that some hotels seek to attain, most B&Bs aim to make guests feel at home during their stay. It’s common for hosts to arrange gift baskets with local products, cater to a guest’s preferences, and even decorate rooms for special occasions. Individuality: A key difference between hotels and bed and breakfasts is that in many cases, each room at a bed in breakfast is unique. Hotels, whether they be part of a chain or privately owned, typically feature similar layouts and many versions of the same room. Additionally, most hotels offer a similar experience to one another, though they may differ in quality. Since bed and breakfasts are almost always privately owned and specific to their location, they benefit from unique service and bedroom layouts. Food: As its name suggests, one of the primary functions of a bed and breakfast is breakfast. Most hotels typically offer a continental breakfast consisting of light pastries, fruits, coffee, and tea. At a B&B, however, breakfast is typically homemade and consists of a variety of comfort foods or homestyle breakfast dishes. What Is on a Bed and Breakfast Menu? The contents of a bed and breakfast menu depend on a variety of factors including the host’s preferences, the B&B location, and the availability of ingredients. Despite this, there are many traditional breakfast foods that you can expect to find on most menus. In some cases, hosts offer breakfast as a sit-down meal where every guest is invited to dine with one another. Below, we’ve listed some of the most popular breakfast options served at bed and breakfasts: French toast Eggs prepared in crowd-pleasing styles Breakfast sandwiches Pancakes Fried chicken and waffles Bed and Breakfast vs Airbnb Although Airbnb is short for “air bed and breakfast”, there are several key differences between the two. The popular rental service features a variety of properties and even lets some guests book stays at B&Bs through its app, though this doesn’t make up the majority of their listings. Below, we’ll investigate some of the key differences between bed and breakfasts and Airbnbs: Host availability: The owner or host of a bed and breakfast is directly involved in nearly every aspect of a guest’s stay. They’ll ask for the guest’s preferences, meet them at check-in, and do their best to make the stay enjoyable. Additionally, the host often serves guests breakfast directly. Conversely, most Airbnb owners don’t interact much with their guests beyond check-in and check-out since their responsibilities as an owner don't require them to. Price: Though prices can vary, Airbnb rentals are often listed at a lower cost than a bed and breakfast. This is due to a variety of factors such as the nature of the stay, responsibilities of the host, and potential B&B employees. Hidden fees: In most cases when an individual books a stay through Airbnb, they’ll find a variety of hidden fees applied to their final total. Service charges, cleaning fees, and convenience fees can accumulate quickly, causing the final price of your trip to be far higher than expected. The price of a bed and breakfast typically includes the entire experience, and it’s safe to assume that the price advertised is the price a guest will pay. How to Start a Bed and Breakfast If you plan on opening a bed and breakfast, there are several tasks and steps you’ll need to complete to be successful. Below, we’ve outlined a few of the most prominent steps in the process: Identify a property: If you don’t already own a property that you’d like to convert into a bed and breakfast, your first step should be to find one. The size of the house you choose is essential to your business. It should be big enough to host multiple guests and preserve a sense of independence, yet small enough to maintain the feeling of togetherness that every great B&B has. Renovate: Once you’ve found a property, make changes to the building to be sure it’s fit to accommodate multiple guests. Depending on the status of the building, the amount of work you need to do can vary. Renovations can range from as little as buying new furniture and applying a fresh coat of paint to more dramatic changes like installing private bathrooms in each room and restructuring areas of the house. Establish a menu: Once the house and guest rooms are ready, create a menu and establish a set time for breakfast to complete the bed and breakfast experience. The food that appears on your daily menu will vary depending on your preferences as the host, as well as the guests staying with you. Create your own unique menu to set yourself apart from other similar businesses. Consider hiring staff: The number of staff members you hire, if any at all, depends on how many guests you plan on hosting at a time and the amount of responsibility you are willing to take on as an owner. It’s possible to take care of every task on your own or with a business partner, but as you host more guests this can become increasingly difficult to manage. Consider hiring a small number of staff members to make your B&B run as efficiently as possible. List your business: Once you're prepared to open your bed and breakfast, you should take the time to list and advertise it. Vacation rental websites such as Airbnb and Vrbo are especially helpful, but they may carry additional fees. You can also establish your own website and list print ads to successfully create awareness of your new business. Establishing what a bed and breakfast is and how to open one is essential information for anyone working in the hospitality industry. Whether you're preparing to open a bed and breakfast of your own or you just want to learn more about the subject, the information above is a great place to start.
How to Make Room Service Profitable
Room service has long been a staple in the hospitality industry, offering guests the convenience of enjoying a meal in the comfort of their own room. However, it can often be a challenge for businesses to make room service a profitable venture. No matter what type of hotel you operate, with the right approach and a focus on efficiency and customer satisfaction, it is possible to turn room service into a lucrative revenue stream. Below we delve deeper into how room service works and how you can optimize your room service to maximize profits for your establishment. Use these links to learn more about how to make room service profitable: What Is Room Service? How to Increase Room Service Profits Types of Room Service Who Orders Room Service? Pros and Cons of In-Room Dining When Should You Offer Room Service? Room Service Food Room Service FAQs What Is Room Service? Room service is a hotel amenity that allows guests to order food and drink to their rooms. Hotel staff arrange the meal with the appropriate dishware and condiments on a room service tray. It’s an in-room dining best practice to offer guests a rolling room service table in case they don’t want to eat in bed. How Does Room Service Work? Traditionally, customers placed their orders by calling the front desk, but modern hotels have an online app customers place their orders through. While the hotel's kitchen staff fills the order and prepares the meal, the room service waiter sets up the hotel tray and/or trolley. The room service waiter loads the meal onto the tray and brings it to the appropriate room. After the customer is finished with their meal, the hotel must decide how they want to handle the clearing of room service dishes. Some instruct guests to telephone when they want their dishes cleared, others allow guests to leave their dishes in the hallway. The latter option offers convenience for the guest who ordered the meal but forces other patrons to walk past discarded food scraps and dirty dishes. How to Increase Room Service Profits Hoteliers are in a difficult position; guests still want in-room dining, but traditional room service isn’t profitable. Typically only a small portion of hotels earn significant revenue from room service, but many travelers are still using in-room dining amenities. Thankfully, there are ways you can upgrade your operation to increase its profitability. Discover some options your establishment can utilize to save money and better satisfy your customers’ desires below: 1. Use Menu Engineering If you choose to maintain the standard room service structure, strategic menu engineering can create a stronger allure. Guests are more likely to consider room service if it’s advertised in the hotel lobby and their room. Once you have their attention, more guests will convert to room service customers if your menu is concise and scannable. A well-designed menu that aligns with aesthetic trends will create a better impression. 2. Make the Most of High-Tech Ordering Allowing your hotel guests to order digitally can boost room service sales. Digital ordering eliminates confusion caused by language barriers and/or hearing impairments, which is significant since international travelers and guests with disabilities are some of the most common room service patrons. Across demographics, digital ordering circumnavigates the awkwardness and hold-times associated with phone orders. 3. Streamline Breakfast Both leisure and business travelers want a convenient breakfast option before they start their day, which can create a morning service rush. To avoid long wait times and frustrations, encourage guests to place their in-room breakfast orders the night before so you can prepare them in advance. Business guests and travelers with early flights will appreciate the increased speed. If you have an on-site restaurant, give breakfast order forms to dinner guests and encourage them to fill them out at the end of their meal. Alternately, you could choose to forgo room service and offer a complimentary continental breakfast instead. Spend the money you save on room service staff payroll and operating supplies on a simple, free breakfast all your guests can enjoy. Hotels that offer free breakfasts often attract more customers, receive more positive reviews, and retain their clientele. 4. Upselling When it comes to making room service profitable, one strategy that should not be overlooked is upselling. Upselling is the practice of persuading customers to purchase additional items or upgrade their order, ultimately increasing the overall revenue generated from each room service transaction. By understanding your customers' needs, training your staff, offering enticing promotions, highlighting premium options, and personalizing recommendations, you can increase the average order value and maximize revenue from each room service transaction. 5. Provide a Grab and Go Service You may opt for a hotel mini mart over offering room service. This gives guests access to food options at odd hours or when it is not convenient to go out to eat. Another option is to offer a limited grab and go menu that guests can order from and pick up in the lobby. 6. Partner with Restaurants Outsourcing is one of the most popular room service revolutions. Hotels are partnering with delivery services and local restaurants to offer food for their customers. Since sampling regional cuisine is a beloved part of travel, hotels are creating curated menus featuring the bestselling food items from their local restaurants. Hotels that outsource their room service match the restaurants’ pricing and add a small delivery fee. With this service, guests can order their food through the hotel staff or an online app and have it delivered to the lobby. A staff member will then transport the food to the guest’s room. This option provides guests with the same conveniences of room service while eliminating the need for an on-site kitchen. It also protects you against the safety concerns associated with third-party delivery personnel roaming your hotel's hallways. While outsourcing room service may not provide your hotel with additional revenue, it won’t drain resources either, and it often increases overall customer loyalty. 7. Give Your In-Room Dining Service a Luxury Boost You can take your room service amenity to the next level by preparing a menu filled with local delicacies and unique options. Some hotels are increasing the extravagance of their room service experience by inviting celebrity chefs and mixologists to prepare meals. Resorts and luxury hotels may turn their food deliveries into theatrical experiences. These decadent boosts help hotels earn social media exposure. 8. Harness the Power of Rewards Programs Offer a hotel rewards program and allow guests to earn points by ordering room service. Not only will this increase the number of in-room dining orders you receive, it allows you to build brand loyalty through your room service amenity. A study by The Centre for Hospitality Research discovered that hotel loyalty program members increase their number of stays at the hotel or its affiliated locations by 49%. Back to Top Types of Room Service There are three main types of traditional room service: centralized room service, decentralized room service, and mobile room service. We examine what you need to know about each type of room service below: Centralized Room Service — Hotels with centralized room service process all their orders in their main kitchen and have a common team of servers who deliver meals to guests’ rooms. Decentralized Room Service — Some large hotels decentralize their room service by having separate pantries on different floors. Filling guests’ orders from a pantry on or near their floor expedites serving times and improves food quality. Mobile Room Service — Sprawling resorts may require a mobile room service operation. They use a van to deliver guests’ orders to the cottages and/or suites on their property. Who Orders Room Service? Just like bed and breakfasts are popular amongst leisure travelers and honeymooners, room service has its own target audience. Upscale and mid-scale hotels receive the most room service orders, and almost half of the leisure travelers patronizing upmarket properties order room service during their stay. There are four primary groups who use in-room dining services: Business travelers International guests Guests with disabilities Families with small children Why Do People Order Room Service? Ease and convenience motivates two out of every three room service orders. The desire for luxury is the smaller but still noteworthy motivation for ordering room service. Understanding why hotel guests order room service allows you to tailor your in-room dining amenity to their needs. Pros and Cons of In-Room Dining Room service can play a vital role in your guests’ experience at your hotel. However, in-room dining is often less glamorous than it’s portrayed and less profitable than it’s perceived. We break down the pros and cons of offering room service at your hotel: Benefits of Offering Room Service at Your Hotel Room service can help you gain hotel stars, since three-, four-, and five-star hotels must have accessible food options. Provides a non-strenuous dining option for guests with disabilities. Offers meals to guests traveling and working at odd hours. Valuable in remote areas with limited dining options. Room service is an important aspect of recognized full-service hotels. Safe and comfortable dining solution for solo travelers. Appreciated service in case of inclement weather. Allows business guests to nourish themselves without pausing their work. Downsides of Offering Room Service at Your Hotel A room service amenity requires staff, heat-holding supplies, meal delivery carts, trays, plates, flatware, and more. If there are cheaper meal options without surcharges nearby, most guests skip room service. Guests may question whether their meal’s quality justified its price, potentially leading to negative Yelp reviews. Food quality deteriorates and can leave food safe temperatures during transport. Many hotel guests avoid room service because they don’t know how to interact with delivery staff and wonder how to tip. Back to Top When Should You Offer Room Service? We help you determine the most profitable times to operate your room service amenity below. Breakfast Room Service – Luxury hotels can fulfill patrons’ dreams of enjoying a decadent breakfast in bed by offering room service during breakfast hours. If you manage a mid-priced hotel that primarily serves traveling businesspeople, consider offering to-go style breakfasts such as yogurt parfaits, breakfast sandwiches, and scrambled egg burritos. Lunch Room Service – In most cases, offering room service during lunch hours isn’t profitable. Typically, vacationers and businesspeople spend their afternoon hours at attractions and conferences and won’t eat lunch in their rooms. If you’re a luxury hotel that offers 24/7 room service, consider offering charcuterie boards. Evening Room Service – Evening hours are profitable for mid-priced hotels that attract a lot of traveling business clientele. Businesspeople often travel solo, making them wary of the compromised safety and awkwardness associated with finding dinner in an unfamiliar city, so they appreciate having their dinner delivered to their room. 24/7 Room Services – Many five-star hotels offer around-the-clock room service to cultivate an atmosphere of luxury for their guests. If you’re a 3- to 4-star hotel operating in a night-life district, you would do well to offer room service throughout the night. Tailor your late-night menu to pub grub bestsellers like pizza, burgers, and loaded fries. Room Service During Your Hotel Restaurant Hours – If your hotel has a restaurant, you can mitigate operational costs by offering room service during restaurant hours. Having restaurant staff prepare room service and in-person orders side-by-side reduces the number of staff required. Offering the entirety of your hotel restaurant’s menu makes in-room dining more appealing for customers who want options. Limited room service menus cause many patrons to turn to third party delivery apps. Room Service Food Delivery menu best practices apply to room service offerings, so make sure your food items travel well while keeping in mind that guests choose room service for its convenience and luxury. Your room service amenity is competing with popular delivery apps, which provide equal convenience, so you must outdo them in speed and luxury. Top 5 Food Items Delivered to Hotel Rooms Burgers Club Sandwiches Pasta Dishes Caesar Salads Fries Top 5 Beverages Delivered to Hotel Rooms Orange Juice Coffee Cola Water Beer Of course, the order preferences of guests vary by hotel type. City hotels have the most burger and orange juice orders, and design/lifestyle hotels receive the greatest number of fry orders. Hotels that host meetings, incentives, conferences, and exhibitions (MICE hotels) receive the most cola beverage orders. Back to Top Room Service FAQs We answer some of the most common room service questions and topics below: How Long Does Room Service Take? When it comes to room service, one of the most common concerns for both hotel guests and staff is the time it takes to deliver the food. Typically room service is delivered within an hour of ordering, but factors such as menu complexity, order volume, and distance from the kitchen can result in varying wait times. As a hospitality establishment, it’s critical that you deliver room service to guests at their earliest convenience. Do All Hotels Have Room Service? While room service is a common feature in many hotels, it is not a standard offering in every establishment. The availability of room service depends on various factors, including the size and type of the hotel, its location, and the target market it caters to. It's important for operators to consider the demand for room service within their target market and assess whether it aligns with their overall business strategy. While room service can be a profitable amenity for hotels, it requires careful planning and investment to ensure its success. Room Service Amenities One way of providing an exceptional experience that goes above and beyond customers’ expectations is by offering a range of amenities that enhance their stay and make them feel pampered. Stocking the mini-bar in each room with a variety of snacks and beverages is a great way to generate additional revenue. Additionally, offering an in-room coffee or tea station allows guests to enjoy a hot beverage at their convenience. Back to Top Making room service profitable is all about efficiency, technology, exceptional service, and smart pricing strategies. Positioning your room service for success helps ensure the service is a valuable revenue stream rather than a drain on resources. Additionally, a high-quality room service can be a huge boon to guests, boosting your establishment’s reputation by offering convenience and high-quality service.
