Danang Marriott Resort & Spa - IRIS mobile dining
Hotel Overview
Danang Marriott Resort & Spa is a luxury resort in Da Nang, Vietnam, combining traditional Cham architecture with French Indochine influences. Guests can enjoy luxurious accommodation by the unspoilt sands of Non Nuoc Beach, five outdoor pools, a full-service spa and fitness facilities.
Guests are able to order a range of Vietnamese dishes, drinks and light refreshments from the hotel’s Goji Kitchen + Bar and Madame Son Restaurant online via room service or by the Non Nuoc Pool Bar.
Hotel Requirements
The hotel aimed to enhance sustainability, efficiency, and cost-effectiveness by introducing digital menus, replacing printed copies in bedrooms and pool areas.
The hotel sought a more efficient, direct, and timely way to serve guests across its expansive five pools and beach areas, reducing the need for waitstaff to make frequent trips back and forth to manually process orders.
Solutions Installed
Mobile Dining - for the pool area, beach and In Room Dining
“The app saves us time and energy and promotes a more efficient and sustainable guest experience. With the improved service and the seamless means of ordering, it drives average order value and enriches both the guest and staff journey.
The pool and beach area used to require an insane amount of resources – the IRIS app now enables us to be more resourceful and take the pressure off staff in these areas. It certainly lightens the load and takes the heat of our team- literally!”
Benefits
Delivery time halved across pool and beach areas
To serve the five large pool areas and a beach area in a timely and efficient manner previously took up a lot of time, energy and staff resources. It’s also challenging for staff to work and spend long periods of time in such high temperatures.
Now, guests can self-serve from the comfort of their lounger via a QR code on their parasol which details their precise location. This fast and convenient means of ordering halves the amount of time the waitstaff spend in the sun and reduces their physical activity in the heat (as well as the amount of walking in the sand!).
Deliveries are also quicker, with the hotel saving approximately 5 minutes per order which they can re-allocate to prepping the order if need be.
Higher average order value
Guests frequently open tabs on their mobile ordering app and re-order items which, along with the frequency of orders and the enticing array of items available to order, helps boost the average transaction value, thereby increasing F&B revenue.
Fewer steps in ordering process
The ordering process is now more concise and straightforward with digital orders going straight to the kitchen POS to be processed, reducing order handling steps.
This speeds up delivery times and reduces order inaccuracies as the kitchen can clearly review the order, any modifiers or complementary items, and additional notes from the guest direct.
Front desk staff freed up
Previously the At Your Service (AYS) front desk team would take room service orders over the phone and field any guest questions on dietary issues or ingredients. This could involve numerous calls between the guest and kitchen to ensure the order was fulfilled correctly.
Mobile ordering eliminates all these lengthy calls, saves the AYS team time and minimises mistakes. It also saves the team from having the remember to ask the guest about upsells and additional items they may require.
Endorsed by staff with improved engagement with guests
Staff appreciate the app and actively encourage guests to scan the QR codes to place orders digitally, as it saves time and energy while providing a more efficient way to work.
It acts as a useful reference tool for staff to communicate with guests especially when there are language barriers as guests can switch the content to English, Korean or Vietnamese.
It enables overseas guests to navigate and source hotel information or menus themselves in their native language.
Easily editable
The team find it easy to edit and amend the menu items as and when items go out of stock or prices change.
It’s a cost-effective means of keeping the content current as menus often needed replacing and digital menus prove more practical especially around the pool areas.
It also provides the team with the flexibility to offer a range of menus in various areas to reflect the different concepts.
Meets guest’s needs
The platform satisfies all the guest’s needs especially families and younger generations who are familiar with digital ordering (and even expect to see it).
Learn how to boost your F&B revenue with our free guide.
Book a customised Demo to see what's possible for your hotel.
For more information on the hotel, click here.
