Hotel Tech Firm TrayAway Streamlines Room Service Tray Retrieval

Addressing an Operational Challenge

Hotels globally often face the challenge of efficiently retrieving room service trays, which can accumulate in hallways and impact cleanliness and guest satisfaction. TrayAway, a technology firm, has introduced a Wi-Fi-based device designed to resolve this overlooked operational issue.

The system enables guests to notify hotel staff with a single button click when they have finished their meals, prompting timely collection.

According to TrayAway co-founder and CEO Josh Johnston, this technology not only enhances staff efficiency and reduces labour expenses but also ensures a higher standard of hotel cleanliness, contributing to a better guest experience and protecting the hotel's reputation.

How the System Works

The TrayAway system operates through a small, physical tracking device, measuring 2.5 inches by 2.5 inches, which is discreetly placed on room service trays by kitchen staff after an order. Once guests complete their meal, they press a button on the device.

This action sends an immediate alert to hotel staff via the property's existing Wi-Fi network, indicating that the tray is ready for pickup. Guests can then choose to leave the tray inside their room or outside their door. Upon retrieval, staff use the TrayAway Pro application or a computer to mark the room number as 'completed'.

Johnston noted that the system is designed as a standalone solution, avoiding integration with other hotel systems to maintain security and IT simplicity.

Global Reach and Expansion Plans

TrayAway's technology first launched in 2018 at the Fairmont hotel in Austin, Texas, which continues to use the service. Since its inception, the product has expanded its footprint to over 300,000 hotel rooms worldwide. The company plans significant growth, aiming to reach 1 million rooms within the next 18 months, by March 2028.

TrayAway currently serves customers in more than 50 countries, with over 90% of its services administered remotely. This remote implementation capability allows hotels to reduce setup and operational costs. The firm has primarily focused on luxury properties, including four- and five-star hotels, as well as full-service establishments offering in-room dining.

Implications for Asian Hospitality

For hotels across Asia, TrayAway's solution presents a tangible method to enhance operational efficiency and guest satisfaction. Faster room service tray retrieval directly contributes to maintaining hotel cleanliness, a critical factor for guest reviews and repeat business in competitive Asian markets.

The reduction in manual tracking tasks can lead to lower labour expenses for Asian hotel operators, allowing staff to focus on other guest-facing services. Furthermore, the remote implementation model makes the technology readily accessible for properties throughout the region, minimising the need for costly on-site technical support.

With a subscription model costing several hundred dollars per month, this offers a predictable operational expense for Asian hotels seeking to modernise their service delivery.