Abstract
This article details the findings of a preliminary study into the operational aspects of room service. The research sought to ascertain the extent and nature of this form of guest service from the perspective of the provider–the hotel. The survey was carried out in October 1994 with a group of hotels in Edinburgh, known as the Edinburgh Principal Hotels, a grouping of 27 operations situated in and around the capital, and required general information on how room service is organised and managed within their operations, what products are offered, who is responsible for this service and what the communication mechanisms are.
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