The luxury hotel increases average guest spend by 40%, since appointing IRIS’s F&B online ordering platform to manage its in-room dining service for guests
IRIS, a leading provider of digital F&B and guest experience platforms, was deployed to provide guests with a seamless and efficient mobile dining service and to maximize F&B opportunities and drive revenue across the hotel.
With 950 bedrooms and 7 restaurants and al fresco bars, JW Marriott Phoenix Desert Ridge Resort & Spa is located in the heart of the Arizona desert and offers a host of state-of-the-art facilities, including five pools, luxury cabana cottages and pool suites.
The IRIS app, first installed prior to Covid, enables the hotel to enrich the guest stay and drive ancillary revenue with a quick, effective method of ordering and paying for food and drink items. Orders are delivered directly to the kitchen via the EPOS integration, and as a result demands on staff time are minimized, processes are streamlined and delivery times are quicker, all serving to increase operational efficiencies.
Nebojsa Sarenac, JW Marriott Phoenix Desert Ridge Resort & Spa’s Senior F&B Operations Manager commented, “The IRIS mobile dining platform gives us many options to maximize ancillary revenue across our resort and enhance the guest experience. With the simple and seamless ordering platform, in-room sales and average check size have soared by 40% and we are already seeing a significant return on the investment.
“With new features being released regularly, we’re learning all the time. The app is fully integrated and seamlessly connects across the systems and operations we currently have in place.”
Today’s guests are demanding a more contactless experience where they can self-serve online. As such, JW Marriott Phoenix Desert Ridge now plans to maximize sales further by expanding the scalable, mobile dining platform to other parts of the resort including the Spa Bistro and the pool areas, thereby adding additional channels to boost revenue generation.
With the use of QR codes along with IRIS’s approach to F&B ordering, JW Marriott’s guests can browse menus, place orders for in-room dining and pay their bills at a time and location that suits them, via their own mobile devices. Likewise, QR codes in all the bedrooms eliminate the need to print off and distribute 950 laminated menus for each room. Unlike paper directories, when changes are made, the digital menus are updated automatically online, the team only needs to print the QR code once. Not only does this lower printing costs, but it also offers a more sustainable, environmentally friendly way to manage menu changes and reduce paper, whilst at the same time saving housekeeping from having to manually update the paper version room-by-room.
The staff at the newly revitalized resort have also experienced the benefits of the app. It’s easy to edit and update with new menu items and they are able to control the pace of orders by setting delivery times and temporarily turning off mobile ordering to ease congestion in the kitchen and reduce strain on staff and resources during peak times.
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