InterContinental® The Clement Monterey, California
Sit back, relax, and enjoy the breath-taking panoramic views. A few taps on your device and - hey presto - your mouth-watering meal is delivered straight to your room!
Hotel Overview
Panoramic ocean views and coastal charm await guests at the InterContinental® The Clement Monterey Hotel. Overlooking the sapphire waters of Monterey Bay, California, the waterfront hotel, resort, and spa is where beauty and luxury await their guests. Guests can enjoy the rejuvenating spa or enjoy a soothing dining experience in the C Restaurant and Bar or from the comfort of their room, overlooking the picturesque waters of Monterey Bay.
“Guest services are our number one priority and having the IRIS app is key to us achieving this and enhancing the guest stay. Digital ordering makes the guest experience more enjoyable and comfortable.
It’s simple and efficient to manage and improves our operations.”
Solutions Installed
Guest Web - F&B Order and Pay
Benefits
Easy access via QR Codes (no download required)
The hotel displays its QR codes at the front desk and in the bedrooms providing guests with direct access to their special room service menu anytime, anywhere.
They also display it outside the restaurant highlighting how guests can order drinks, light meals and snacks to their rooms when the restaurant is closed.
Order to anywhere in the hotel
The app empowers the hotel to reach guests in a way that suits them. Guests can order food and drink items online to be delivered to anywhere in the property, e.g. the reading room, guest suites etc. – bringing convenience and comfort to their stay.
Popular with younger guests and families
The QR codes are popular with younger guests who are familiar with placing orders online and using their devices to manage their stay. Families, who don’t want to leave the comfort of their rooms, appreciate the convenience of room service. It’s also popular with weary business travellers who want to relax and dine in the privacy of their rooms – and take advantage of the picturesque views of Monterey Bay!
Higher guest spend
With the digital menu being easily accessible and always available, orders and guest spending have increased. This is in comparison to when guests had to call their orders in as the phones were not monitored 24/7, so sales were potentially missed. The hotel consistently generates an additional $25-30,000 per month in ancillary F&B revenue with average check sizes of $63.
Save resources and eliminate guest friction
The hotel has saved on staff resources as there’s no need to have a dedicated person manning the phones to take orders. The portal is always available online and has eased previous guest frustration when guests called the front desk to order, and no one picked up. Guest feedback has been positive - they find the digital menu easy to navigate and order from.
Improved efficiencies
Guests can go straight to the source and freely order online, with no need to flag down a waiter or wait for the check, freeing up valuable time and resources – and automating time-consuming, mundane processes for staff. As it’s fully integrated with the point of sale, orders go directly to the kitchen and the process is far more efficient - staff see the tickets come in and make the dishes straight away.
Easy to edit and keep up-to-date
Staff find it quick and simple to amend the menu and edit details when needed (when the Chef makes seasonal changes to the menu or the opening hours change, for example), meaning the app is always up-to-date and accurate.
Speed and accuracy of service are improved
As the ‘middle man’ is eliminated and orders are seamlessly delivered and processed straight away in the kitchen, turnaround times are improved. Also, as the guest is ordering themselves, accuracy is enhanced, and orders can’t be misconstrued by the staff, delivering a more satisfactory guest service.
Seamless and secure payments
All orders are tracked online and securely and accurately charged to the rooms meaning check-out is quicker as guests aren’t having to cross reference or query charges they’re not aware of.
