InterContinental New Orleans - Mobile Ordering
Hotel Overview
Located in the heart of New Orleans, InterContinental New Orleans is a large, upscale property offering 484 guest rooms and catering to both leisure and business travellers.
With high expectations around service quality and guest experience, the hotel continuously looks for innovative ways to modernise operations while maintaining exceptional hospitality standards.
The Challenge
Prior to deploying IRIS mobile ordering, InterContinental New Orleans relied heavily on traditional, phone-based room service ordering. This created several operational challenges:
One staff member was dedicated exclusively to answering room service calls throughout the day and evening, resulting in high labour costs and limited flexibility.
Frequent staff turnover following COVID meant that employees taking orders were often unfamiliar with menus, leading to inaccurate orders and guest dissatisfaction.
Guests increasingly expected a digital, self-service option that allowed them to order easily from their rooms without needing to call.
Paper menus were costly and time-consuming to update, requiring print runs of up to 500 menus each time changes were made.
The hotel faced strong competition from third-party delivery apps such as Uber Eats and DoorDash, particularly given the wide range of dining options available in the surrounding area.
To address these challenges, the hotel sought a solution that would improve efficiency, reduce errors, modernise the guest experience, and help retain food and beverage revenue in-house.
The Solution
IRIS Mobile Ordering - guests can order room service digitally via QR codes from the comfort of their rooms. Orders flow directly into the hotel’s POS, with verification through the PMS, ensuring accuracy and operational efficiency.
Guests are offered flexibility, with the option to order digitally or continue ordering by phone if preferred, ensuring inclusivity for all guest types.
“IRIS mobile ordering has transformed how we manage room service. It’s removed inefficiencies, reduced errors, and allowed us to reallocate staff into more guest-facing roles.
Our guests appreciate the convenience, and it’s played a direct role in maintaining our high satisfaction scores”
The Benefits
Significant labour and resource savings
By introducing digital ordering, the hotel eliminated the need for a dedicated staff member to take room service calls. This has allowed the team to reallocate resources more effectively, saving staff time and reducing labour costs.
Staff previously assigned to answering phones have been redeployed to front desk and guest-facing roles, enhancing service delivery while maximising workforce efficiency.
Elimination of ordering errors
With IRIS mobile ordering, inaccurate orders caused by menu unfamiliarity and staff turnover have been virtually eliminated. Orders now go straight into the POS and are verified through the PMS, significantly improving accuracy and consistency.
Enhanced guest satisfaction
The hotel enjoys high overall guest experience scores, and the team strongly believes that mobile ordering has contributed to improved satisfaction. Guests appreciate the convenience, speed, and ease of digital ordering, which aligns with modern expectations.
Increased guest choice and technology adoption
Guests are offered more control, more innovation, and more choice. Digital ordering has become increasingly “normal” for travellers, and having this option readily available [in the hotel] meets evolving guest preferences.
Stronger competition against third-party delivery apps
With IRIS mobile ordering, the hotel can better compete with Uber Eats and DoorDash by offering a seamless, in-house room service experience. This helps retain F&B revenue within the hotel (and provide guests with a fresher, quicker culinary experience), even in a highly competitive local dining market.
Easy and cost-effective menu management
Menu updates can now be made instantly in the IRIS backend, removing the need for expensive and resource-heavy reprints. This flexibility allows the hotel to quickly remove unavailable items or make changes without operational disruption.
Flexible ordering and pre-ordering options
Guests can pre-order breakfast or dinner, ensuring meals arrive when they want them and saving time during busy periods. This flexibility enhances both the guest experience and kitchen operations.
Growth potential
IRIS provides a highly flexible platform with multiple features that allow the hotel to maximise F&B performance. The team plans to further enhance the experience with imagery and upselling features, while actively promoting the platform via QR codes on menus and welcome letters.
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