Room service at Strip hotels: You want it, they’ll bring it

The Four Seasons is no barbecue rib joint.

But that didn't matter when a guest called the hotel's room service and ordered ribs recently. Instead of telling him it wasn't an option on the menu, an employee picked up a rack of ribs from a local restaurant and delivered them to the man's room, says Mark Hellrung , the hotel's general manager.

In the past, that would have been an unusual request for room service to fill, if room service filled it at all, Hellrung says.

Not anymore. Strip resorts have taken room service to a new level, one that combines the service of a concierge, an experience that rivals a fine dining restaurant and a "can't say no" approach. You want it? Hotel room service has it. And, if it doesn't, it will make it or acquire it. In some cases, it will be delivered faster than a Domino's pizza.

Last month, Four Seasons instituted an express in-room dining program nationwide, promising to deliver room service within 15 minutes of ordering. At larger resorts, such as the Four Seasons here, that delivery time is 20 minutes, Hellrung notes. Servers have a greater distance to travel from the kitchen to the hotel room, hence the extra five minutes.

The express menu, which is available from 10 a.m. to 6 p.m., was the result of guest demand, Hellrung says. It offers a selection of items -- sandwiches, soups, salads, egg dishes -- that can be freshly prepared and delivered to a room within 20 minutes. The resort also offers its regular room service menu 24 hours daily.

"Delivery time is always critical to guests, particularly breakfast," Hellrung says. "In the evening, it's important but it's critical that you get it right at breakfast."

To make room service even more convenient, Four Seasons plans to release a room service app for use on smartphones and tablet computers, Hellrung says.

Two years ago, Caesars Palace introduced a pilot program that allowed guests to order room service through text messages. It was so successful, says Director of Resort Operations Tommy Harris , that it led to a smartphone and tablet app call the Octavius Tower app, which launched Jan. 2.

It allows guests staying in the Octavius Tower to view the room service menu and place their order from their smart device using their room number. So, if they're leaving a show and want to eat dinner in their room, they can place their order and eliminate much of the wait time, Harris says.

It provides a convenience that guests asked for, Harris says. By midyear, Caesars plans to roll the app out propertywide.

But express options are just one of several changes seen in room service on the Strip, hotel representatives say. During the past five years, it has transformed from a somewhat rigid, unexciting meal option to a luxurious in-room amenity.

Menus have expanded. Fully customized meals and substitutions are the norm now. Before, if you ordered a piece of fish, it came with specific side dishes, such as rice and steamed broccoli. Today's menus are free-form, says Edmund Wong , executive chef for food and beverage for Bellagio. If you don't like broccoli, don't order it. You could get fish with fries and a baked potato, if you want.

Room service has become "what would you like" instead of "here's what we have," Hellrung says.

There's also a concerted effort to provide the same experience in your hotel room that you would have in a gourmet restaurant, Wong says. That's why Bellagio calls its program "in-room dining," he adds.

That subtle difference between room service and in-room dining has an influence on the staff's perception of their program, which translates to better food and better service, Wong says. Bellagio has a team of 45 people designated to provide in-room dining service, from order takers to sous chefs.

In 2011, the Bellagio team averaged 53,073 orders per month.

Delivery time for room service at Bellagio ranges from 30 to 45 minutes, depending on the time of day, Wong says. The hotel's emphasis is on providing five diamond service in in-room dining; it offers everything from caviar service to pepperoni pizza.

"We have these hotel rooms with all the best amenities," Wong says. "In-room dining is no different."

In the past few weeks, Bellagio modified its program to let guests personalize their orders. The menu has an a la carte feel to it and offers more items that people identify with, Wong says. The full menu also is offered 24 hours daily.

While the menu features hundreds of items, people often order items that aren't listed. But if the kitchen has the ingredients, it will prepare the dish, Wong says. Once, a guest ordered a gyro, something that Bellagio doesn't serve. The chef improvised with lamb.

These expanded options in room service have become something that guests expect, hotel representatives say. It's even moved beyond the hotel room to the airport and convention centers. If a guest is in a hurry to check out or attend a business meeting, room service can usually make a to-go meal. Both Bellagio and Four Seasons offer boxed meals. Bellagio has an artisanal meat and cheese tray or build-your-own sandwich options while Four Seasons has sandwiches, wraps, hummus and other items.

"We try to enhance your experience and then get you set up and positioned to have a really enjoyable room service meal," Hellrung says. "If you like what you get, you're more likely to have it tomorrow. We want room service to be special enough so guests say, 'Let's do that again.' "

Contact reporter Sonya Padgett at
spadgett@reviewjournal.com or 702-380-4564.
Follow @StripSonya on Twitter.