The time has come to step up in-room dining presentation, so says Bob Zappatelli, Benchmark Hospitality’s VP of F&B. Benchmark makes a special effort with room service by delivering locally inspired dishes presented with the flair of unique serving vessels. Zappatelli believes there is a need to rethink the entire in-room dining presentation model and is addressing this by incorporating some common international dinnerware pieces that are more attractive and fun for guests.

“We approach in-room dining in a streamlined fashion,” explains Zappatelli. “Menus are limited to what can be done with expedience, while maintaining the highest quality.” For the menus, Zappatelli says Benchmark tries to regionalize the selection, such as offering New York deli sandwiches at a New York property and serving them the same way a customer would be served in an authentic deli: in a basket with a pickle, chips, and a beverage.

THE DIFFERENCE
Benchmark properties have started using a variety of serving vessels, including Japanese bento boxes and stackable tiffin boxes from India. “Guests find it very interesting that we use these,” says Zappatelli. Benchmark also uses a variety of beverage vessels, including carafes and thermal containers for hot beverages and soups.

“We still use the traditional hot box, but we are always looking for better ways to deliver in-room orders to guests. The rolling cart with the hot box underneath is a durable staple, it’s just not exciting.” These new service items, on the other hand, are not only interesting, but they can be carried to the room and set up on existing furniture, which can help avoid exorbitant prices on the in-room menu.

The tiffin box uses each compartment to hold a separate starch, protein, vegetable, etc., which Zappatelli says is enjoyable for guests to open. “Most of our guests comment on these pieces, asking ‘Where can I find something like this?’ They also comment on how neat and clean these new styles are. A high-end boxed meal served in a bento box, for example, looks really great.”

In addition to attractive presentation, these service vessels need to provide the proper space and heat maintenance, “but India and the Far East have used tiffin and bento service for many years for both household and commercial use. They are simple and easy to deliver,” Zappatelli says. Food items easily fit into these vessels, and the containers come in several sizes and configurations to accommodate different foods.

“The storage constraints we face in the hotel industry still apply here,” Zappatelli adds. “We are always stretched for space, and the nice thing about these items, in particular, is that they usually clean and stack easily.”

The goal of a successful resort or conference facility is to offer almost everything guests might need. When a guest chooses the in-room dining option instead of ordering out for pizza or bringing food in from a local deli or grocer, the efforts taken for menu selection and presentation pay off. At the same time, Zappatelli insists that “not trying to deliver full menus is the smartest move to avoid the delivery of mediocre.

“In-room dining can be a great source of revenue, but most properties view it simply as a necessary offering and not as a revenue generator,” Zappatelli continues. “At Benchmark properties, we are not yet across the portfolio with these new deliveries and vessels, but we do get a little better every day.”

Mckenzie Brown is a freelance writer and editor. She is currently based in Manchester, Vermont, where she covers the hospitality industry, food, wine, and spirits.