Mandarin Oriental, Munich
“Revenue from online F&B orders and average guest spend has increased 20% year on year as guests spend more per digital transaction than traditional ordering methods.”
Hotel Overview
Mandarin Oriental, Munich offers five-star luxury in the unique surroundings of the picturesque Old Town. The sophisticated hotel features elegantly appointed rooms and suites that combine Oriental style and German charm along with the famous Matsuhisa Restaurant by world-renowned Chef Nobu Matsuhisa. Guests can enjoy this authentic Japanese-Peruvian cuisine as part of their in-room dining experience.
“Not only does it enhance our operational efficiency, digital ordering also delivers a substantial return on investment. The growing popularity of the app has resulted in a 20% year-on-year increase in F&B revenue, further underscoring its success.
The language-switching feature significantly assists us in catering to our overseas guests, who prefer to order and communicate with us digitally. The app helps us facilitate orders and messages with minimal errors or misunderstandings.
Moreover, the app promotes efficiency and environmental sustainability by enabling us to operate in a more streamlined and paperless manner, thereby conserving resources.”
Hotel Requirements
The hotel wanted an efficient, personalised online guest experience app where guests could place F&B orders, make requests and easily view hotel information in one place, and in their own language.
Solutions Installed
Benefits
20% increase in F&B guest spend
Revenue from F&B orders is higher with online ordering, and average guest spend has increased 20% year on year as guests spend more per digital transaction than traditional ordering methods.
The boost in revenue can be attributed to the diverse range of online menu items, the variety of upsells and related items, and the translatable menus that facilitate seamless engagement from overseas guests.
One-click language translation
The app can be translated into another language in just one click. Quick and seamless, this language support is invaluable for international guests (especially Russian and Arabic travellers) and enables them to understand and use the app in their native language. The Arabic text even uses the correct writing system on the app and is written from right to left in a cursive style.
New information uploaded to the app can be quickly translated so it’s always current.
This also aids staff who refer to the app if they’re unsure of a foreign menu item, description, or ingredient.
Reduced resources
The hotel previously had three people dedicated to managing room service orders (taking orders over the phone and uploading them). With online ordering and fewer calls, they only need one person to deliver the orders, and the two other staff members can be redeployed to assist other areas of the hotel.
With digital orders, there are also fewer mistakes and orders are processed quicker, improving the accuracy and speed of delivery to the customer.
Measurable ROI
With the increased revenue and saved resources, the hotel is enjoying a measurable return on its investment (compared to other IT applications where it’s harder to calculate).
Enhanced guest communication
One of the biggest benefits to the hotel is improved communication between guests and staff.
The ability for guests to order online, source information and make requests in their native language has eliminated a potential hurdle for overseas guests who may lack confidence in conversing in a foreign language (and may hesitate to call the operator). Now, they can effortlessly place their orders, look up information, and exchange messages without any language barriers, ensuring a smooth and accurate process.
Non-native English speakers (both guests and staff) also refer to the translated app to communicate and/or explain certain information.
Easy to use
The app's user-friendly interface caters to the needs of both staff and guests, ensuring that every guest, without exception, can effortlessly navigate the app and have a hassle-free experience.
The hotel’s F&B team regularly edit and upload new menu items easily, updating new versions seamlessly and quickly.
Paperless and sustainable guest directory
With sustainability high on the hotel’s agenda, the digital guest directory presents an eco-friendly solution in guest rooms to relay hotel details, TV listings, weather, reading material (they have over 100 newspapers and magazines online) and local area information.
It’s a contactless, hygienic solution displayed on iPads in every room so guests can access the information, source data and send messages from the palm of their hand.
Popular with guests
The app is proving popular with all their guests and the hotel receives a high guest satisfaction score for in-room experience.
Breakfasts are popular (guests pre-order breakfast to be delivered the following morning) as are evening meals where guests prefer to dine in after a long day rather than in the restaurant.
Integrated with Infor HMS
Once a guest has checked in, the guest’s name appears on the iPad in the guest room thanks for the seamless integration with Infor HMS. As the systems operate in the cloud, it’s a quick process, taking approximately 30 seconds to upload the guest’s name.
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