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Hotels Reconceptualize Room Service Amid COVID-19 Pandemic

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Hotels have started to reimagine their in-room dining service and the food options they offer.

“As we have continued to serve guests in recent months, room service has actually been a critical component of ensuring guest comfort and safety during their stay,” said Jay Caiafa, chief operating officer of InterContinental Hotels Group’s Americas region.

“In anticipation that many guests will continue to prefer room service delivery versus other F&B options, we have made a variety of changes to deliver a great experience even in this challenging environment,” he added.

Adopting New Protocol

IHG-branded hotels will adopt new practices in order to protect the safety of guests ordering room service. Employees must wear masks and gloves while delivering food.

They will replace traditional dining ware and utensils with disposable containers and napkins. They will also include sanitizing wipes in their dining setup

Hilton Hotels will “bring food in a shopping bag without contact,” according to Fox Business. They’re doing this instead of using “traditional rolling cart deliveries, paired with single-use serviceware.”

Guests at Kimpton Hotels may choose to order in-room dining at any property they visit. However, “the execution will be tweaked to remain in line with pandemic-related standards.”

“With current restrictions and regulations in place, we are evolving our in-room dining options to ensure our guests have everything they need while they stay with us, and most importantly to ensure our guests stay safe,” said Nick Gregory, senior vice president of hotel operations at Kimpton Hotels & Restaurants.

For hotels where room service is not a regular option, guests can access “grab-and-go options or delivery services from outside restaurants that the hotel helps facilitate or recommends,” Fox Business reported.

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