New UI for Back End

Operators running multiple sites and outlets face a time-consuming challenge: creating, updating, and maintaining menus and guest directory items, to ensure content is always up-to-date and accurate. This complexity extends across individual venues, departments, and even group-wide operations. Recognising the need for a more efficient approach, IRIS has upgraded the functionality and UI within the back end of its app to enable operators to now update menu and guest directory items simply and efficiently. 

Now users can create or amend a section (i.e. breakfast), category (i.e. pastries), and item (i.e. croissant) in just one convenient page. Even better, once an item has been created, it is now easier and quicker for operators to add modifiers or hide/display the item as and when required.

The same approach applies for guest directory items. For example, local services or attractions which can also be uploaded and modified centrally.

For both F&B and guest directory, operators have the option to upload more images to not only save time but enhance guest appeal, overcoming the challenge often presented by language barriers. Many operators report guests find images more compelling and are more likely to respond by placing an order, compared to text listings. Adopting a more image-led approach to menu displays, whether for F&B or directory items, is key to delivering increasing orders and spend as well as boosting profit margins. 

The new functionality will enable operators to take a more dynamic, flexible approach to managing their menus, introducing seasonal menus or daily specials, and maximizing popular items at key times. This is in addition to highlighting items as popular, recommended by the Chef or as a special to enhance the guest’s experience, so they can enjoy more variety and choice according to their own preferences.

It will also be supported by a reporting function to deliver greater visibility on what items are selling when and by which outlet, so operators can take a more informed approach to managing future menus and F&B and guest directory strategies. 

Re-order and upselling

In addition to an enhanced back-end functionality, the two new re-order and upsell features have also been launched to deliver a more frictionless and personalized dining experience for guests that also delivers more orders and revenue for operators. 

Via the new “Order Again” button, guests can quickly and easily reinstate all the items from a previous order back into their cart for a quick, fuss-free and complete re-order that saves time and can be completed quickly, without the need to wait for a member of staff or run the risk of mistakes.  

Likewise, the “Related Items Categories” feature has also been built with the same ethos of equipping and enabling operators with the functionality to reduce pressure on staff and maximise each and every revenue opportunity. Operators can now include additional suggestions for nominated menu items. For example, a choice of red wines or side dishes to accompany a steak, so that guests can see at a glance how best to complement and enhance their meal and, critically for operators, increase their order size. 

These features can also include discount codes along with allergen aspects eg dairy free, for complete transparency to again enhance the guest experience and build trust. 

Martin Daniel Voštiar, B&F Coordinator, W Barcelona, comments: “It is the functionality of the new UI that holds the strongest appeal. In particular the Guest Directory and Food & Beverage buttons. They make the process much more intuitive and easy to understand how the individual parts interact with each other, which has made implementing it across our operations and our team simple and straightforward.”

David Molofsky, Product Manager at IRIS, adds: “Mobile tech has become an essential tool in hospitality, fueled by surging guest demand for mobile-first experiences. Operators must now deliver a dynamic, engaging experience that offers choice, convenience, and exceptional service – all while ensuring their mobile ordering solutions are agile, optimise operations, and unlock upsell and revenue potential.

“Many clients report that whilst room rates and occupancy rates are approaching peak levels, there is now pressure on other departments to increase revenue and average guest spend to drive profitability across the board. F&B is an incredibly important revenue stream for operators, so ensuring it is working at its full potential is critical. The new range of features have been designed to enable operators to realize their revenue ambitions beyond room rates – and are already delivering impressive results.” 

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The sleek and modern hotel, which is part of IHG Hotels and Resorts and located next to Atlanta International Airport and the Porsche Driving Experience, boasts 214 guest rooms, including 18 executive suites, nine track-view suites and one presidential suite.

Kimpton Overland Hotel recognized the evolving needs of their guests (mainly business and corporate travellers) seeking comfort and convenience after a long day. As such, the hotel implemented IRIS Mobile Ordering to streamline its room service process, drive F&B revenue, and provide a faster and more efficient digital ordering solution so guests could enjoy dining in the comfort of their rooms.

“We are thrilled to collaborate with IRIS to elevate our guests’ dining experience with mobile ordering,” said Kerry Ringham, General Manager at Kimpton Overland Hotel Atlanta Airport. “As a hotel situated in a bustling travel hub, it’s imperative for us to offer innovative and convenient solutions that save our guest’s time and enable us to boost order volumes and F&B guest spend. IRIS provides us with the perfect platform to enhance our room service operations, increase revenue and exceed guest expectations.

We are excited to watch it grow, especially when we leverage this service at our Rooftop bar when the weather improves to enrich the guest stay further.“

The integration of IRIS mobile ordering allows guests to easily and swiftly place F&B orders directly from their rooms, eliminating the need to physically visit the restaurant or call the front desk. By simply accessing the digital menus via prominently placed QR codes in their rooms, on flyers, tabletops, and at the front desk, guests can effortlessly browse and select their desired items. Furthermore, the platform enables guests to schedule their orders for delivery at their preferred time, offering unparalleled flexibility and convenience.

“Our partnership with Kimpton Overland Hotel Atlanta Airport underscores our commitment to revolutionising the hospitality industry through innovative technology,” said Graham Rushin, VP Sales and Marketing at IRIS. “By leveraging our platform, the hotel is not only enhancing guest satisfaction but also driving operational efficiencies and increasing revenue streams.”

Since implementing IRIS Mobile Dining, Kimpton Overland Hotel has witnessed a surge in room service orders and a notable increase in average guest spend. The seamless integration of digital ordering has not only expedited the ordering process but has also improved order accuracy, resulting in heightened guest satisfaction and loyalty.

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The Marriott Executive Apartments, Dubai Creek provides business travellers with an ideal setting for long stays during their relocation to Dubai, UAE. The hotel offers a magnificent location overlooking downtown and the serene Dubai Creek and is just five minutes from Dubai International Airport. Each of their one-, two- and three-bedroom luxury executive apartments indulge guests with 5-star amenities and personal attention such as housekeeping, room service, and 24-hour security.

Maximizing Revenue and Elevating Culinary Experiences

With high occupancy and recognizing the need to maximize revenue beyond room rates, Marriott Executive Apartments, Dubai Creek has honed in on Food and Beverage (F&B) as a key area for growth. The decision to adopt the IRIS mobile dining app stems from a comprehensive strategy to increase sales and average guest spend.

Saad Al-Ghamdi, Multi-Property General Manager from Marriott Executive Apartments, Dubai Creek said, “In response to an evolving market where guests are increasingly turning to online delivery apps, we sought to offer a superior in-room dining alternative. 

IRIS’ mobile dining app provides the same user-friendly journey with upselling functionality and vivid imagery, ensuring a fresher, quicker, and higher-quality in-room culinary experience for our guests.” 

Enhanced Guest Journey and Streamlined Operations

The IRIS mobile dining app serves as a multi-functional tool, enhancing the overall guest stay and streamlining the in-room dining ordering process. This technology empowers the hotel to cater to the evolving expectations of guests, particularly those on extended stays, who seek variety and convenience in their dining experiences.

“With IRIS, we have the opportunity to provide an extensive range of tailored menu options, easily editable for seasonal changes and the rotation of daily specials. The digital menus not only match the ease of delivery apps but also allow us to communicate new options effectively to our guests,” adds Al-Ghamdi.

The app’s upselling functionality, complete with customised recommendations, is anticipated to boost average guest spend. By leveraging data analytics, the hotel can refine and enhance its F&B offerings with swift adjustments to categories and menu items, ensuring they align with guest preferences.

Seamless Implementation and Operational Efficiency

The mobile ordering platform reduces operational load by seamlessly integrating with the hotel’s Point of Sale (POS) system. Orders are delivered straight to the kitchen, eliminating the possibility of human error in order processing and improving accuracy.

“With fewer guest calls to the front desk, mobile dining not only streamlines our operations but also reduces the strain on our resources. The app allows us to plan service times and staff workflows more accurately, leading to increased staff efficiency” adds Al-Ghamdi.

Graham Rushin, VP Sales and Marketing at IRIS commented, “Marriott Executive Apartments, Dubai Creek has recognised the importance of embracing new technology, and maximising the revenue potential from their F&B operations with mobile dining. With high occupancy, this is an opportune avenue to take to help the hotel boost revenue from other areas of their business. 

And with mobile dining comes the added benefit of freeing up staff time so we’re confident they’ll enjoy a multitude of resource savings and incremental revenue through the app especially with the marketing plans they have in place to drive guest uptake. They’ll be promoting the app through QR codes in every apartment, signage in elevators, inclusion in guest newsletters, and on social media.”

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It selected both its mobile dining solution to deliver an in-room dining service and a world of culinary delights direct to its guest’s doors, in addition to its digital guest directory solution to provide all guests with direct access to hotel and local area information, whilst at the same time maximizing sales and profits.

The luxury hotel, popular with both residential and day guests, has reported notable results since implementation. Most notably, a 60% increase in average guest spend across all operations via mobile dining compared to traditional dining. More specifically, since deploying digital dining, 35% of all F&B room service orders are now placed digitally, accounting for nearly half (46%) of all revenue.

Commenting on the results, Martin Daniel Voštiar, B&F Coordinator, W Barcelona said, “Guests appreciate the ease and efficiency of serving themselves and enjoy the convenience of being able to access information wherever they are, in their own time – they are fully in control of their experience.

“The IRIS app is a convenient and holistic tool that ensures guests have all the information at their disposal and the ordering and booking process is as seamless and enjoyable as possible. Remarkably intuitive, it boasts a user-friendly interface that’s easy to navigate and manage. Considering the increase in guest spending through online orders, it’s undeniably delivering a substantial return on our investment.

Operationally, the team has reported significant improvements in efficiencies and guest service management. In-room dining has reduced the workload for its “Whatever/Whenever” team who previously took all room service orders over the phone. They now have more time available to focus on other aspects of their role and enhance guest service, particularly during peak times when phone lines are congested, eliminating the need for guests to wait on hold to place an order. It has also assisted the In-room dining team, allowing them to concentrate solely on preparing and delivering orders more efficiently.

Alongside mobile dining and ordering, the digital guest directory means guests can easily access information on the hotel facilities, fitness classes, special events and what’s on in the local area. Additionally, guests can download a range of newspapers and magazines, book appointments at the Spa, barber and Tattoo Studio, and view information on the hotel’s services and sustainability policies. A wealth of information is clearly visible and accessible in the palm of the guest’s hand, wherever they are in the property or local area.

From a guest perspective, they have found it simple and easy to use, and have been swift to adopt the simplicity of self-service ordering from the comfort of their own device, particularly during peak times when staff are busy.

The hotel has invested heavily in promoting the app (accessible via QR codes) at check-in to ensure guests are provided with complete and accurate information on its facilities and services in the most convenient way possible.

Offering a more cost-effective, sustainable alternative to traditional paper menus and directories, the hotel team can simply edit and add information online as and when required without the costly and inconvenient job of re-printing and replacing material in all 473 bedrooms. Likewise, they can amend and keep menus and opening hours up to date to ensure the app is always accurate with correct information at no extra cost. Multi-lingual, it delivers a consistent experience for guests, regardless of their nationality and reduced guest wait times with a direct integration to the Micros POS.

“Following its success we are now planning to extend digital dining in 2024 to our Salt Beach Club,” said Voštiar. “Guests will be able to access digital menus via QR codes printed on the sun beds. They will be able to place their order, have a dip in the sea and return to their lounger with their order waiting for them and we look forward to fulfilling this enhanced guest experience next year.”

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IRIS, a leading provider of digital F&B and guest experience platforms, was chosen by Le Méridien Pasadena Arcadia to provide guests with a modern, digital F&B ordering experience and maximize F&B orders from leisure and corporate guests, especially during peak occupancy.

With 233 hotel rooms and over 14,000 square feet of stylish event space, the four-star hotel has subsequently increased F&B revenue by 24% year-on-year through IRIS’ mobile dining app, with digital orders surging by 18%.

Tes Deregla, Director of Food & Beverage at Le Méridien Pasadena Arcadia added, “Mobile dining is not only time-saving for both guests and staff, but also combines the best of both worlds in terms of efficiency, customization and convenience.

The digital ordering app has significantly elevated our F&B revenue and enhanced guest satisfaction. The streamlined QR code process and user-friendly app ensures swift and convenient navigation for guests – akin to UberEats, but with shorter wait times and a fresher, superior culinary experience!”

Committed to sustainability and streamlined resources, the hotel aimed for a paperless, efficient F&B ordering system. The mobile dining app aligns with this vision, offering a modern, digital alternative to traditional paper menus, and empowering the hotel to allocate resources based on demand, enhancing operational flexibility.

Graham Rushin, VP Sales and Marketing at IRIS commented, “In the dynamic landscape of the hospitality industry, Le Méridien Pasadena Arcadia’s success story with IRIS’ mobile dining app serves as an inspiring example of how embracing technology can revolutionise F&B operations, drive ancillary revenue, and elevate the overall guest experience. The seamless digital ordering experience has become a guest favorite, creating a win-win for both the hotel and their valued guests.”

Guest satisfaction and average spend has also improved. Guests can now customize and personalize their orders, add messages to the chef and enjoy a quicker, more accurate delivery with customer wait times being halved. Guests are more comfortable ordering online in their own time, from the comfort of their own devices – they don’t feel judged, they can order as much as they like and can add a range of additional items and condiments to their order thereby boosting spend.

It’s evident that guests have readily adopted this streamlined approach, making the most of the convenience offered by digital ordering.

Read more on the IRIS and Le Méridien Pasadena Arcadia’s success story here.

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With breath-taking views over Navarino Bay and a peaceful Mediterranean backdrop, the stunning hotel offers sweeping bay vistas and the perfect combination of luxury, style and privacy. This is the luxury brand’s first outpost in Greece.

Through the IRIS app, guests can order a range of food and drink items (to be enjoyed in their rooms, at the Tranquillity Pool or at the Ormos Beach Club) and peruse the hotel’s range of bespoke services and amenities, all available to order and reserve from the palm of their hands. Furthermore, the app optimizes processes, reduces operational costs for the hotel and creates new revenue streams, demonstrating its multi-faceted benefits.

Andreas Zografos, Director of IT at Mandarin Oriental, Costa Navarino stated, “We are delighted to offer our guests IRIS’ innovative digital dining and guest experience app, designed with our guests’ convenience in mind. With this seamless technology, we aim to enhance our guest’s stay, offering a mobile ordering experience at their fingertips.

Not only does it elevate guest satisfaction and boost F&B revenue, it also streamlines our operations, allowing our team to focus on delivering an exceptional experience and creating unforgettable memories for our valued guests.”

Graham Rushin, VP Sales and Marketing at IRIS added “We are thrilled to announce the successful deployment of our cutting-edge digital F&B ordering app at the hotel in just two weeks! Thanks to the dedication and hard work of both teams, the implementation process was incredibly smooth and swift.

With the new app, hotel guests can access to a wealth of hotel and local area information and can enjoy an elevated dining experience. Through the convenience of digital food and beverage ordering, guests can savour exquisite culinary offerings with just a few taps on their devices. This seamless integration of technology and luxury will enable the team to offer an unparalleled service and an enriched guest stay.

It’s an exciting time for the partnership between IRIS and Mandarin Oriental which we have enjoyed for over 4 years now, with many more deployments in the pipeline.”

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Ahead of the busy festive season, and at a time when rising costs and staffing continue to bring challenges, the question of how hospitality operators can optimize resources and realise revenue ambitions has never been more pressing.

Increasingly they are turning to technology for the solution and for many that lies with digital F&B ordering. However, with a growing number of platforms, providers and integrations on the market it can be difficult to know where to start and crucially, how to select the right platform.

The latest guide from the expert team at IRIS includes the following:

• An overview of online F&B ordering platforms
• How to assess what you require from a system, the results you want to achieve and the challenges you need it to resolve
• The key features and functionalities to look for to ensure you get the best fit for your hotel or restaurant
• How digital dining benefits your staff, your business and your guests, helping businesses stay competitive and efficient

Digital F&B ordering has seen a phenomenal growth in both its development and adoption from both sides of the menu – operators and guests. Operators have been swift to employ it as a dynamic and engaging way to showcase their F&B offering. It brings with it the agility and flexibility to update menus at the touch of a button alongside remote and real time access that can be utilised by team members. Coupled with integrations to both the PMS and POS it also has the added benefit of improving service times, securing payments and boosting profits. For guests the convenience of being able to browse, order and pay from the palm of their hand also has an increasingly positive impact on their own experience.

Kate Fuller, Senior Marketing Manager at IRIS comments, “Our latest guide has been designed to offer hospitality operators a clear, practical roadmap for digital F&B ordering. The demand for a mobile-first experience from guests has seen an exponential rise in recent times which shows no signs of abating.

“Operators need to ensure they understand not only the capabilities of digital F&B ordering but also choose the right platform that is fit for purpose in their venue. Then they can be sure they are delivering the best ROI for their staff, their guests and their bottom line.”

The IRIS Hotelier’s Guide to Choosing a Digital F&B Ordering Platform is available to download here

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Part of the Ennismore Group, Sanderson London offers five-star style and service. With extravagant and original interior design by Philippe Starck, guests can enjoy a variety of dining options from a la carte dishes and afternoon tea to hearty sandwiches and signature cocktails.

Alan Hynes, F&B Director at Sanderson commented, “IRIS’ online F&B ordering app has enabled us to improve guest services, save labour and maximise revenue opportunities.

Guests crave comfort, convenience and value and the IRIS app provides guests with an accurate and efficient means of ordering wherever they are, from the comfort of their own device. Guests place their own orders and can inform the chef of any allergies or preferences themselves, so order accuracy has now improved, as has the guest experience.

“Guest spend and revenue has increased with in-room digital ordering as the guests order more per transaction online [versus phone orders] with there being more items to choose from and upselling prompts.”

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The hotel has ambitious plans to boost revenue further by expanding the online ordering capabilities to other areas of the hotel like the bar area and for corporate events and conferences.

“We’re delighted with the results that the Sanderson London are enjoying since implementing our mobile dining app. As most room service orders are now processed digitally through IRIS, it has enabled the hotel to simplify operations, improve the precision of orders and minimize lost revenue.

We’re looking forward to working with the hotel to continue to expediate opportunities even further,” said Graham Rushin, VP Sales and Marketing at IRIS.

By leveraging the mobile dining platform and automating processes (so orders go direct to the kitchen), the hotel no longer need staff members to manage phone orders which is also helping the team optimize resources, operate more sustainably and lower costs.

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In a labor-constrained inflationary market, the pressure is on for hoteliers to boost revenue from their digital platforms and meet guest expectations.

F&B online ordering platforms are a great way of generating additional income and saving resources, but just having a platform is not enough.

Although today’s guests are tech-savvy, hotels and restaurants still need to promote their platform to ensure maximum success and ROI.

IRIS’ eBook demonstrates how hoteliers can drive awareness and uptake of their app, increase order volumes, boost guest spend and meet today’s travellers’ self-service expectations.

What’s in this guide?

There are 15 top marketing tips to inspire hoteliers to increase engagement and drive F&B revenue growth through their digital ordering app. These tips will not only delight guests but will add to the hotel’s bottom line.

This guide will show operators how to:

• Drive awareness of their app and increase guest usage.
• Increase order volumes without overstretching their staff.
• Boost average guest spend and maximise revenue gains.
• Meet the modern guests’ service expectations and fulfil their needs for a seamless, digital experience.

Kate Fuller, Senior Marketing Manager at IRIS commented, “Deploying an online F&B ordering platform in your hotel and restaurant is a great first step to boosting your revenue and streamlining operations. However, hotels can maximise the performance of their platform by implementing a few key marketing strategies to supercharge its success.

An effective digital ordering platform also helps alleviate staffing challenges, frees up staff time and fulfils the needs of today’s digitally savvy guests.

These are tried and tested methods that our clients have adopted and it’s great to hear how some of the leading hoteliers of the world are promoting their online ordering platform to sustain growth and exceed guest expectations.”

Time to supercharge sales and drive ancillary revenue with your mobile dining platform? Download the guide now.

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The IRIS digital platform was recently implemented in the hotel’s Lobby Bar to boost ancillary revenue, enrich the guest stay, and support growing guest numbers and order volumes. Guests and staff alike have been swift to adopt the new platform which now offers breakfasts to satisfy guest demand at this time of day.

Located in the heart of East London, UK, a hub of businesses and culture, One Hundred Shoreditch offers 258 bedrooms and suites alongside a variety of places to eat and drink including the Seed Library, a rooftop bar and terrace, a coffee shop, and a lobby bar. The Lobby Bar is a relaxing space offering a choice of coffees, beers and cocktails alongside pizzas, burgers and bar snacks.

Since implementation, the IRIS mobile ordering app has enabled the busy hotel to take a more efficient, streamlined and integrated approach to managing orders and fulfilling guest requirements.

Gavin Allison, Regional Director of IT, One Hundred Shoreditch comments, “We have seen a marked shift in demand for mobile ordering and the expectation from our guests that we can and should offer a digital, self-service function. Guests recognise that it can enhance their stay, whether that be a quick coffee, cocktail or a longer meal. Many guests now like to be in control of what and when they order and likewise how they pay.

Since implementing IRIS’ online F&B ordering, we’ve seen an increase in guest usage as guests frequently open a tab online for the duration of their stay which typically bolsters their average spend.

Like many other operators across the industry staffing has been a challenge so we have to find new solutions to enable us to deliver a positive guest experience, without compromising on operations and service.

We’re looking forward to extending the platform to other outlets throughout the hotel to maximise revenue further.”

Often with large footfall throughout the day, having the capability and platforms in place to fulfil a large volume of orders was critical to enabling the hotel to drive revenue and boost guest loyalty.

The hotel’s F&B team are now empowered to process more orders and covers without overstretching their existing team. As orders go direct to the kitchen, customer wait times are reduced, mistakes are minimised, and guest expectations are exceeded. The hotel benefits from more streamlined operations and the capability to manage orders and turn tables at a faster rate to drive more revenue.

Additionally, IRIS’s seamless payment integration with Stripe enables guests to retrieve their bill and pay for their items directly via the app. As a result, guests can pay more quickly and efficiently at the end of their meal without having to wait for a member of staff.

Graham Rushin, VP Sales and Marketing at IRIS, comments: “Mobile for many operators now has a critical role to play in day-to-day operations and has swiftly proved itself to be an important ally in enabling operators and staff to fulfil their roles on a daily basis.

Many guests expect a mobile ordering experience. For many of our clients, therefore, one of the key benefits of the IRIS platform is its scalability and we look forward to working with the team at One Hundred Shoreditch as they look to extend their mobile ordering service further and enable them to realise their operational and revenue ambitions.”

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