London Marriott Hotel Park Lane- IRIS mobile dining
Hotel Overview
Nestled in the heart of Mayfair overlooking Hyde Park, the London Marriott Hotel Park Lane is a luxury five-star property offering timeless elegance and a bespoke guest experience. With a high volume of international guests and consistently strong demand for in-room dining, the hotel strives to deliver service excellence while evolving with the digital expectations of modern travellers.
Challenges
As a forward-thinking property, the team at London Marriott Hotel Park Lane recognised that today’s guests expect a digital-first experience - one that provides convenience, control, and consistency.
Key challenges included:
A desire to modernise in-room dining and eliminate the outdated need for guests to call the At Your Service team to place orders.
The need for a more structured and professional way to present menus and promote hotel services to guests across all touchpoints.
Ensuring guest communications and policies were up to date and easy to access.
Freeing up the At Your Service team by reducing call volumes so they could focus on broader guest services.
Providing a seamless, consistent guest journey that matched the expectations of a globally connected and digitally savvy clientele.
Solutions
Mobile Dining - for in-room dining (for room service) and e-compendium
The hotel deployed IRIS Mobile Dining for in-room dining and integrated the IRIS E-Compendium to create a digital hub for hotel information, services, and food and beverage ordering.
“IRIS Mobile Dining and the e-Compendium act as a digital extension of our website and have truly elevated our guest experience at Park Lane.
From streamlining our operations to allowing guests to explore and order at their own pace, it’s transformed the way we connect with them.
It’s modern, efficient, and very well received by our international audience.”
Benefits
Streamlined operations & efficiency
Mobile dining has significantly reduced the volume of calls to the AYS team, freeing them to focus on other service-related tasks.
With direct integration into the Micros POS, orders go straight to the kitchen, speeding up service and reducing manual entry errors.
The intuitive backend allows team members to update seasonal menus, prices, and imagery easily, ensuring real-time accuracy and responsiveness.
Every department has access to update their respective areas, making it a truly collaborative tool.
Enhanced guest experience
Guests can browse at their leisure, customise orders, and avoid the hassle of calling or waiting - perfect for international guests and families.
The e-Compendium acts as a digital extension of the hotel website, giving guests access to everything from sustainability initiatives to hotel policies and local recommendations.
Imagery-rich menus support international travellers in visualising dishes and making informed choices.
Marriott-required allergen information is easily accessible, adding an important layer of guest reassurance.
Increased revenue
Guests take their time to explore the menu (and personalise their options), often leading to more thoughtful and higher-value orders.
Data insights allow the team to track best sellers, remove underperforming items, and optimise the menu to boost relevance and reduce waste.
The team are looking to boost revenue further by featuring pairings and upsell prompts, which will drive guest spend per transaction.
Improved sustainability
The switch to digital menus and a mobile compendium has reduced the need for printed materials, supporting Marriott’s sustainability commitments.
Details on the hotel’s sustainability efforts (that’s high on today’s traveller’s agendas) can also be accessed in the e-compendium.
Hotel updates, promotions, and charity initiatives like their Magic Breakfast campaign can be shared directly with guests through the app in real time.
Direct accessibility
Guests can now browse digital menus, order, and access hotel information direct from their own devices through a variety of convenient channels:
QR codes available in-room (on in-room tent cards)
Pre-arrival letters
Marriott Bonvoy app
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