IRIS mobile dining transforms F&B revenue & operations at St Pancras Renaissance Hotel
Boosting guest satisfaction with mobile dining
St Pancras Renaissance Hotel leverages IRIS's F&B ordering platform for in-room dining and increases average guest spend by 20% with reduced customer wait time by 15 minutes.
The luxury hotel looked to IRIS to deploy an innovative and modern solution that provides guests with a seamless mobile dining service and reduces manual processes, maximising F&B opportunities across the hotel.
For 150 years, the iconic hotel has welcomed guests and offers five-star amenities, 231 spacious rooms and suites, meeting and event spaces, food and beverage outlets, and superb service. Looking to meet the modern guests' demands for online self-service, St Pancras Renaissance wanted an appealing digital menu app that satisfies and exceeds their guest’s needs.
“Mobile dining is a huge benefit to us, the biggest improvement being guest satisfaction. With quicker, more accurate meal orders, we are exceeding guest expectations and enriching their stay.
The IRIS platform unlocks new F&B revenue opportunities for us and helps us maximise guest spending. We have surpassed F&B targets this year, and we will be expanding the platform further by offering a collection service for our MI + ME outlet to help us generate more income.
Having automatic order-taking is a constant help to our teams - it has lightened the load on our Guest Services team and helped alleviate and reduce any staffing challenges. Guests expect to be able to order digitally from their own devices these days or at least want the option to self-serve online”
The menus are accessible via QR codes displayed on room TVs and guests' welcome letters. They will soon be added to the cards to provide greater visibility. The hotel has found that guests have had no trouble finding the QR codes or using the app, with over 70% of the hotel's guests placing room service requests through the platform since implementing the mobile dining app, boosting in-room dining revenue by 18%.
The app's user-friendly UI has seamlessly integrated with Simphony POS, and the staff have found the digital menus easy to edit, maintain, and update – allowing the chef to refresh the menu at the click of a button regularly. With orders going straight to the kitchen to be processed and fewer points of failure, order accuracy has improved and food waste reduced.
The hotel found that the app has helped limit the strain on staff resources and improves efficiency in overall service. Staff have access to live data allowing them to quickly and accurately answer questions about food availability or menu items. Inside the restaurant and the entire hotel, staff can use the app to place orders and improve delivery times and efficiencies - a much more streamlined process and satisfactory guest experience all around!
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About IRIS
IRIS is the global market leader in digital F&B ordering, guest directory and concierge solutions for hotels, working with many of the world’s leading chains including Marriott, Hilton, Mandarin Oriental, IHG and Four Seasons.
IRIS empowers Hotels and F&B leaders to do what they do best: increase revenue, look after their teams, and provide an outstanding customer experience.
Their flexible hospitality platform enables hotels and restaurants to provide a truly digital ordering experience to their guests, making it easier and faster for guests to browse, order and pay for items and services across multiple outlets.
Since 2010, thousands of hotels on every continent across the world have used IRIS’s mobile, tablet and web app technology to boost additional revenues by 20% on average.
