The Glasgow Marriott Hotel - mobile ordering & guest directory
Hotel Overview
One of the largest hotels in the city, the Glasgow Marriott Hotel (part of the Kingfisher Hospitality Group) features 303 bedrooms and welcomes a diverse mix of corporate, leisure, conference and banqueting guests. Located close to concert venues and football stadiums, the hotel experiences consistently high occupancy levels, with significant peaks during major events and sporting fixtures. With Glasgow hosting the Commonwealth Games, the hotel continues to see growing demand from both business and leisure travellers.
To support guest expectations for digital convenience while improving operational efficiency, the hotel implemented IRIS Mobile Ordering and the IRIS Digital Guest Directory.
The Challenge
Like many hotels, Glasgow Marriott Hotel was experiencing increasing demand for digital-first guest experiences. Guests wanted quick access to hotel information and the ability to order food and drinks conveniently from their own devices, without the need to call reception or wait for service.
At the same time, the hotel team was looking to reduce the administrative burden associated with maintaining printed guest directories, improve communication with guests, and create opportunities to drive additional revenue through more visible promotion of food, beverage, and hotel services.
The Solution
Mobile Dining (fully integrated with its Micros POS) - allows guests to browse menus and place orders directly from their smartphones.
Digital Guest Directory - provides instant access to hotel information, amenities, local recommendations, and hotel services.
Accessible via QR codes in guest rooms and through the Marriott Bonvoy app.
“IRIS has become an integral part of our operation with 80% of our room service orders now coming through the platform. Both guests and staff find it incredibly easy to use. We’ve seen significant growth in revenue and orders year after year, while also becoming much more efficient operationally.
The reliability of the system is particularly important for us. As a busy hotel, we need complete confidence that orders will reach the kitchen and guests will receive exactly what they’ve ordered, and IRIS consistently delivers that.”
Benefits
Revenue increased by 24% year-on-year
As guest adoption of the platform continues to grow, the hotel has seen significant commercial benefits.
Over the last year:
Room service revenue increased by 24%
Order volume increased by 23%
The hotel regularly optimises menus using promotional tags, featured items and imagery to encourage higher spend. Popular items are also highlighted throughout menus to boost sales.
Higher average spend through smart upselling
The team uses IRIS's upsell and pairing functionality to increase transaction values.
Relevant recommendations and strategic pairings encourage guests to upgrade from a glass of wine to a bottle, add side dishes, or purchase complementary items such as beer with fish and chips or red wine with steak.
Combined with high-quality menu imagery and an app-like ordering experience, these enhancements have helped drive consistently strong guest spend.
Significant operational efficiencies
Mobile Dining has transformed the way room service operates within the hotel.
Orders flow directly into the Micros POS and kitchen, eliminating manual order taking and reducing opportunities for errors.
The streamlined process means that only one team member is now required to manage room service deliveries, allowing staff to focus on delivering exceptional guest experiences elsewhere in the hotel.
The result is a faster, more efficient operation with fewer calls to reception and reduced administrative workload.
Improved planning with pre-ordering
The hotel's pre-order functionality has proven particularly valuable for both guests and operational teams.
Guests enjoy the convenience of scheduling breakfast in advance, while kitchen teams gain greater visibility of upcoming demand, helping them prepare more effectively and deliver a smoother service.
Enhanced guest experience and satisfaction
Guests benefit from a familiar, intuitive ordering experience that mirrors the digital platforms they use every day.
The ability to browse menus, pre-order breakfast and place room service orders at their convenience has resulted in strong guest engagement and positive food and beverage feedback scores.
The hotel also uses IRIS to support frequent Emirates Airline crew stays, allowing crew members to access dedicated discounts directly through the platform when ordering.
User-friendly platform for hotel teams
The Glasgow Marriott team regularly updates menus, images, promotions and hotel information without requiring technical support.
New items can be added instantly, promotions can be launched in real time and content can be refreshed whenever needed.
This flexibility enables the hotel to continually optimise the guest experience and maximise sales opportunities.
A more sustainable guest journey
The hotel has completely removed printed room service menus and guest directories from bedrooms.
All information is now accessed digitally through IRIS, reducing printing costs, eliminating waste and ensuring guests always have access to the most up-to-date information.
Reliable technology during peak demand
Whether serving conference delegates, leisure guests or major event attendees, the hotel depends on IRIS to process orders accurately and efficiently throughout the day.
The platform's stability and seamless integration with existing systems have made it an essential part of daily operations.
