Mandarin Oriental, Singapore - mobile ordering
Hotel Overview
Mandarin Oriental, Singapore is a luxury, five-star hotel located in the heart of Marina Bay, offering 500 beautifully appointed guest rooms and suites. Renowned for its exceptional service, world-class dining and attention to detail, the hotel caters to a diverse mix of international leisure travellers, corporate guests and families.
The Challenge
Following a major renovation two years ago, Mandarin Oriental, Singapore identified an opportunity to further enhance the guest experience through digital innovation.
The hotel’s primary objective in deploying mobile ordering was to heighten guest convenience by removing the need for guests to call down to place room service orders.
Phone-based ordering was presenting several challenges. Miscommunication was common, particularly with overseas guests, where language barriers often resulted in repeated calls, order clarifications and inaccuracies. This not only impacted the guest experience but also consumed valuable staff time.
From an operational perspective, the hotel wanted to streamline room service processes, reduce inbound calls, and improve efficiency, while adhering to the brand standards of the Mandarin Oriental Group.
“IRIS Mobile Ordering has completely changed how we manage room service. It’s a far more efficient and accurate way of operating, and our guests genuinely prefer it.
The increase in digital adoption, guest spend and revenue has exceeded expectations, while helping our teams save time and focus on delivering exceptional service.”
The Solution
IRIS Mobile Ordering, fully integrated with the hotel’s Infrasys POS system.
The solution enables guests to browse menus, personalise orders and place room service requests directly from their own devices via QR codes - eliminating friction and improving accuracy across the entire ordering journey.
The Benefits
Higher guest spend and 138% revenue growth
Digital ordering has driven a substantial uplift in revenue. The average transaction value for mobile orders is significantly higher than traditional phone orders, supported by clear menus, rich descriptions and a wide variety of choices.
Driven by consistent and sustained guest adoption, room service revenue has increased considerably over the past year:
138% year-on-year revenue growth
136% increase in order volume year-on-year
A more efficient and accurate room service operation
Mobile Ordering has transformed how room service orders are handled. By allowing guests to place orders online, the hotel has significantly reduced miscommunication and eliminated the need for repeated phone calls.
Orders flow directly into Infrasys POS, allowing the kitchen to begin preparation immediately. As a result, order accuracy has improved dramatically, and it’s saved time for both guests and staff.
High guest uptake
Guest behaviour clearly demonstrates a preference for digital ordering. Today, 70% of all room service orders are placed digitally, far outweighing traditional call-down orders.
The hotel now receives a much higher volume of QR code orders, allowing them to fulfil multiple requests simultaneously and maximise every ordering opportunity.
Multilingual support for international guests
To better serve its global clientele, the mobile ordering experience is available in both English and Chinese. This has proven invaluable for overseas guests, allowing them to comfortably browse menus, understand ingredients and add special notes in their native language.
Guests feel more confident in what they are ordering, leading to higher satisfaction and fewer service issues.
Seamless service during peak periods and major events
The platform has proven particularly valuable during high-occupancy periods and major citywide events such as Formula One, concerts and national celebrations.
When guests - including Formula One teams - return late at night and place multiple orders at once, the system enables the hotel to manage demand effortlessly, without bottlenecks or service delays.
Flexible 24/7 ordering with lean overnight staffing
With room service available 24/7, Mobile Ordering allows the hotel to operate efficiently even during late-night hours with skeleton staffing.
Orders can be placed at any time, ensuring the hotel is always ready to serve guests, while maintaining operational control and efficiency overnight.
Reduced calls and significant staff time savings
By shifting the majority of room service orders to digital channels, the hotel has significantly reduced inbound phone calls. This has freed up staff time, improved workflow efficiency and allowed teams to focus on delivering exceptional, guest-facing service.
Extensive menus that cater to every guest
The digital platform enables the hotel to offer a comprehensive and highly varied menu. From corporate travellers to families with children, the hotel caters to all needs with an extensive selection that includes:
Vegan and dietary-specific menus
Nut-free and allergen-controlled options
Children’s menus
Local favourites and international cuisine
All allergens are clearly displayed, and guests can personalise their meals by selecting proteins, cooking preferences and adding notes directly for the chef.
Increased guest adoption through smart promotion
Guest engagement has been exceptionally high, driven by a strong in-room and front-of-house promotion strategy. QR codes are prominently displayed on TV screens and on cubes in every guest room, and actively promoted by the front office team at check-in.
This consistent visibility ensures guests are aware of the digital service from the moment they arrive.
Future expansion across the property
Building on the success of in-room dining, the team is now looking to further maximise the platform by offering mobile ordering across other areas of the property, including poolside ordering, unlocking even more revenue opportunities.
Learn how to boost your F&B revenue with our free guide.
Book a customised Demo to see what's possible for your hotel.
For more information on the hotel, click here.
