Mandarin Oriental Savoy, Zurich - mobile ordering
Guests can now order F&B directly via the Mandarin Oriental app, delivering a fully integrated digital experience and driving a 27% higher average check compared to phone orders.
Hotel Overview
Mandarin Oriental Savoy, Zurich is a luxury five-star hotel located in the heart of Switzerland’s largest city. Opened in December 2023, the hotel combines Mandarin Oriental’s renowned service excellence with contemporary design, offering an elevated guest experience across accommodations, dining, wellness and in-room services.
Guests at the Zurich property can savour culinary delights in a range of captivating settings - from Italian fine-dining and an enchanting rooftop bar with panoramic views, to delightful meals in the comfort of their own room or suite.
Challenges
Having observed the success of IRIS Mobile Ordering at other Mandarin Oriental properties, the Zurich team implemented the solution immediately upon opening in December 2023, to ensure a consistent digital guest experience.
Key challenges included:
Ensuring a seamless and consistent guest experience that aligned with brand standards
Managing periods of limited staffing without compromising service quality
Reducing order-taking inefficiencies and errors associated with phone-based room service
Meeting the expectations of international and digitally savvy guests
Streamlining operations while supporting sustainability goals
“IRIS Mobile Ordering has been a huge revenue-generator and time saver for our team. We generate 27% higher spend with digital orders over phone orders now that guests can order directly via our MO app for a seamless, holistic digital experience.
It allows us to maintain our service standards while working more efficiently and handling larger order volumes.
Guests input all their requirements digitally, which reduces errors, speeds up fulfilment, and frees our team to focus on what really matters - preparing and delivering exceptional in-room dining experiences.”
Solution
IRIS Mobile Ordering for In-Room Dining (directly via the MO app) - giving guests a digital way to browse menus, customise orders, and place requests from their own devices.
Fully integrated with the hotel’s Infrasys POS, ensuring orders flow instantly and accurately to both the kitchen and the in-room dining team.
Benefits
27% Higher Guest Spend with Online Ordering
The hotel has significantly increased guest spend by presenting menus in a more engaging, flexible and intuitive digital format.
Digital orders generate 27% higher spend than phone orders through:
An extensive, engaging menu offering something for every occasion — from vitamin boosters and acai bowls to all-day dining options, overnight snacks and indulgent comfort dishes. The breadth of choice encourages exploration and additional item selection.
Seamless order personalisation, allowing guests to tailor dishes to their preferences using custom modifiers, protein selections and special requests.
Clear, structured menu presentation, with categories, descriptions and ingredient details laid out clearly, enabling guests to browse at their own pace and make more considered purchasing decisions.
Advanced order scheduling, giving guests the option to pre-order meals such as breakfast or evening dining with defined delivery times, enhancing convenience while driving incremental revenue.
By empowering guests to personalise their orders digitally, the hotel achieves greater accuracy, higher guest satisfaction and a more tailored in-room dining experience. Looking ahead, Mandarin Oriental, Zurich plans to further increase spend by introducing upsells and add-ons across menus, unlocking additional revenue opportunities.
Significant Time Savings for Staff & Reduced Manual Input
IRIS Mobile Ordering has proven to be a huge time saver and has significantly reduced the staff’s workload. There is no need for the hotel to employ dedicated order takers; instead, the in-room dining team manages the entire process.
Guests input all details themselves so it eliminates lengthy, follow-up phone calls with guests to ask about modifiers, preferences, and dietary requirements.
By removing a major task from their workload, this enables the team to focus on preparation, coordination, and delivery rather than answering phones.
Quadrupled Revenue and Order volumes
The hotel has seen a noticeable year-on-year increase in in-room dining sales, with digital orders and revenue quadrupling in its second year of operation - highlighting its popularity and seamless adoption by guests.
Digital ordering enables the team to process multiple orders simultaneously, directly contributing to higher order volumes. Encouraged by this success, Mandarin Oriental Savoy, Zurich plans to focus more heavily on mobile ordering in the coming year to continue building on this upward sales trend.
Faster Order Fulfilment & Increased Capacity
With direct integration to Infrasys POS, digital orders go direct to the kitchen and in-room dining office, with email notifications serving as an additional backup. This reduces manual input, minimises errors, and allows the kitchen to begin processing immediately, accelerating preparation times.
As a result, orders are fulfilled more quickly and overall operational efficiency has increased, resulting in a smoother end-to-end operation.
This improved workflow opens up capacity for a higher volume of orders without increasing staffing levels.
Strong Guest Adoption & Preference
IRIS Mobile Ordering has proven especially popular with:
International guests
Younger generations
Guests who prefer not to order by phone or do not speak the local language
Digital ordering reduces the risk of miscommunication and provides a more comfortable, intuitive experience - many guests now actively prefer it over calling room service.
Sustainability & Reduced In-Room Clutter
The hotel has eliminated paper menus from guest rooms, making them available only upon request. All menus are promoted digitally via:
In-room TV screens
Stylish wooden QR-code cubes, designed as functional pieces of art
This approach supports sustainability initiatives and reduces printing costs and resource usage. It also minimises in-room clutter and enhances the overall aesthetic and sense of space.
Guests can also access the hotel’s loyalty program directly via the QR code, further extending engagement.
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