Renaissance Los Angeles Airport Hotel
“The platform is a great additional revenue driver and helps us compete against online food delivery companies like DoorDash and UberEats.”
Hotel Overview
Discover a relaxing retreat at the recently redesigned Renaissance Los Angeles Airport Hotel. Located minutes from Los Angeles International Airport, the hotel offers urban-chic accommodation with deluxe amenities and views of LAX Airport. The hotel also has an outdoor pool, a fitness centre and 12,077-square-feet of event space.
Guests can order online and get their fill of authentic American comfort food at Studio 12 Restaurant & Lounge (their hotel restaurant serving delectable California cuisine and craft beers) or in the comfort of their rooms with in-room dining.
“The platform is a great additional revenue driver – with 75% of guests using the platform and ordering more per transaction, the difference in sales before and after has been like night and day.
Order accuracy has improved which helps us manage and improve guest expectations and it saves our staff time and effort.
It provides us with a seamless and sustainable ordering experience and helps us compete against online food delivery companies like DoorDash and UberEats.
IRIS’s platform is the future of in-room dining!”
Hotel Requirements
The hotel wanted a contactless solution for mobile dining so guests could easily order a range of food and drink items online – for pick up or delivery to their room.
They wanted to provide a more efficient service for residents which enhanced the guest stay without over-stretching their team.
Solutions Installed
Benefits
26% Increase in Revenue
The team have seen an increase in orders and average check size, especially through the sale of alcoholic beverages. Food and drink items, with sides and modifiers, are clearly displayed on the digital menu which encourages the guests to order more per transaction (than before) as they tend to want to try more items. As such, F&B revenue has soared by 26% year on year through the platform.
And with QR codes clearly promoted in guest rooms, mobile dining now accounts for 75% of all in-room dining sales.
Staff Efficiencies
With online orders going straight to the kitchen, this lightens the load on their Front Desk team and frees up their time. Staff now take fewer calls and can focus their attention on guests when they check in to enhance their arrival experience.
Accurate Orders
As the customer is placing the order and it goes directly to the kitchen, there are no errors and orders (along with any notes and special requests in the comments section) are accurately processed.
Positive Guest Feedback
Guests state that the app is simple to use, easy to select and place their order on and is a quicker process than potentially talking to an operator for 10 minutes over the phone! It’s an ideal platform for when guests (like business travellers and airline crew) are only staying one night and prefer to dine alone and relax in their room.
User Friendly
Staff find the platform's backend user-friendly and easy to navigate, especially if they have limited experience. The features are neat and easy to implement.
Scalable
Following the success of the in-room dining app, the hotel plans to drive additional F&B revenue by extending the platform into their pool area and in their Studio 12 Restaurant & Lounge for tableside ordering.
Support
The IRIS support team guided the new manager through the system when they first started in the role. Having previously been a chef with little technology experience, the IRIS support team member, Marina, was empathetic and helpful in setting up their menu and supporting them with the platform.
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