Bankside London - mobile ordering & digital guest directory
Hotel Overview
Bankside Hotel is a five-star, luxury lifestyle hotel located on London’s vibrant South Bank. Part of the Marriott Autograph Collection and Cycas Hospitality, the hotel is renowned for its contemporary style and artistic flair, offering 161 bedrooms and a range of social, culinary and event spaces.
With a strong focus on service excellence, Bankside continually seeks innovative ways to enhance operational efficiency while maintaining the high-touch hospitality expected of a five-star property.
The challenge
Bankside Hotel implemented mobile ordering primarily to address labour pressures and improve operational efficiency.
However, as a five-star hotel, maintaining the human touch was non-negotiable. The team’s first consideration was always the guest experience - ensuring that any digital solution would enhance, not compromise, service delivery.
They needed a system that would:
Reduce labour demands and reliance on phone-based ordering
Improve operational efficiency
Provide guests with greater flexibility and convenience
Enhance, not replace, personalised service
Help the hotel stand out in a competitive London luxury market
Crucially, they wanted to enrich the guest journey and deliver a superior mobile ordering experience without compromising the hospitality standards that define the brand.
The solution
IRIS Mobile Ordering, fully integrated with the hotel’s Micros POS system.
Mobile ordering enables guests to browse menus, personalise dishes and place orders directly from their own devices via QR codes for delivery to their room or to the Mezzanine area.
IRIS Digital Guest Directory (e-compendium)
The digital guest directory provides a comprehensive, easily accessible hub of hotel and local information, available anytime and anywhere, even off property.
“As a five-star hotel, our first priority is always the guest experience - we would never implement something that compromises that. IRIS has allowed us to enhance our service, not replace it.
It gives our guests greater flexibility and convenience, while helping us operate more efficiently.
We’re seeing higher spend digitally, we’ve unlocked revenue in previously unmanned areas, and we’ve simplified our processes significantly. It’s been a very positive step forward for us with the potential to untap further opportunities”
The benefits
Higher digital spend & effective upselling
Digital orders are generating significantly higher spend compared to phone orders. This uplift is driven by:
Popular items being flagged
Intelligent upsell prompts
Related drink suggestions added to main dishes
High-quality dish imagery that entices guests
Clear menu categorisation encouraging browsing
By showcasing options visually and prompting complementary items, the hotel successfully increases average order value.
Faster service & seamless POS integration
With full integration into Micros POS, orders go directly to the kitchen, allowing the team to begin preparation immediately.
This results in improved service delivery times and fewer communication errors.
Furthermore, the removal of manual order taking significantly streamlines workflows, simplifying service processes and creating smoother, more consistent kitchen operations.
Reduced labour demands & greater operational efficiency
Previously, the team handled a high volume of room service calls, requiring staff to man the phone and manually input orders. Now:
There is no longer a need for a dedicated team member to manage calls
Phone traffic has reduced to a minimum
Staff are freed from repetitive phone duties
Labour pressure has eased
Importantly, this does not diminish service; it allows team members to focus more on meaningful, guest-facing interactions.
Flexible menu management from anywhere
Operationally, the system is extremely easy to manage and access, even from home.
The team can log on to the backend (remotely if required) to:
Upload menus
Make instant edits to pricing or menu items
Update categories and images
This flexibility and ease of use ensures menus remain dynamic and relevant without adding administrative burden.
Unlocking revenue in previously unmanned spaces
One of the most significant wins has been the Mezzanine area. Previously, the Mezzanine was an unmanned, relaxed workspace and lounge area - no food and beverage orders were generated in this space. Now:
Guests can order directly to the Mezzanine via QR codes
The space is generating incremental F&B revenue
The hotel is monetising an area that previously produced no income
Soon, credit card payments (with Freedom Pay) will be added to allow non-residents to order - unlocking even further revenue potential.
Furthermore, Bankside is also extending QR code ordering to the terrace bar - another currently unmanned venue with strong revenue potential.
Strategic QR code marketing driving adoption
The hotel actively promotes the system through stylish QR code cubes in guest bedrooms and wooden QR stands on tables in the Mezzanine.
They are perfectly aligned with the hotel’s aesthetic and provide guests with visible access, driving guest adoption.
Enhanced guest experience without compromising service
Mobile ordering provides guests with an additional, seamless way to order food and drink whenever the moment takes them, while preserving the hotel’s signature service standards.
The digital menus deliver:
A clear, well-laid-out and categorised menu
Enticing images of every dish
Easy navigation for any time of day
The ability to personalise orders
Pre-ordering for breakfast with delivery direct to the room
Guests enjoy the flexibility and convenience of ordering on their own terms, while the hotel maintains consistent, high-quality service delivery.
A comprehensive digital guest directory at guests’ fingertips
The IRIS digital guest directory provides guests with a wealth of information in one intuitive platform.
The directory includes:
Information on all hotel facilities and services
F&B outlet information
Meetings and events details
Bonvoy loyalty app information
Local area recommendations and a London guide
Canine Concierge services
Places to explore and local attractions
Babysitting, dry cleaning, housekeeping
Movies, Wine Hour and vending machines
This ensures guests can access everything they need - anytime, anywhere - whether in their room, in the hotel, or off property.
The result is improved guest awareness, greater engagement with hotel services, and an elevated overall experience.
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