St Pancras Renaissance Hotel - mobile dining app
“With the ease and simplicity of the online ordering platform, orders have increased YOY by on average 13% and revenue has soared by 18%.”
Hotel Overview
Located in the heart of London's busy King's Cross, stands the majestic St Pancras Renaissance Hotel. Originally opened in 1873, the iconic luxury hotel welcomes guests with five-star amenities, 231 spacious rooms and suites, meeting and event spaces, food and beverage outlets and superb service.
“Mobile dining is a huge benefit to us, the biggest improvement being guest satisfaction. With quicker, more accurate meal orders we are exceeding guest expectations and enriching their stay.
The IRIS platform unlocks new F&B revenue opportunities for us and helps us maximise guest spending. We have surpassed F&B targets this year and we will be expanding the platform further by offering a collection service for our MI + ME outlet to help us generate more income.
Having automatic order-taking is a constant help to our teams - it has lightened the load on our Guest Services team and helped alleviate and reduce our staffing challenges. Guests expect to be able to order digitally from their own device these days or at least want the option to self-serve online.”
Hotel Requirements
The hotel wanted an innovative, modern way of serving guests and fulfilling room service orders.
They wanted a solution that would take the strain and lighten the load for their Guest Services team.
They wanted to maximise F&B revenue opportunities and fulfil guest expectations for a digitalised experience.
Solutions Installed
Mobile dining (for in-room dining)
Mobile Dining Guest App Benefits
20% higher guest spend
The average guest check is up by 20% against the previous year – the platform enables the hotel to sell a wide variety of items on their All-Day menu and to upsell additional items. Lunch sales in particular have risen YOY.
By adding professional photos of the dishes and add-ons they expect sales to increase further.
In-room dining revenue increases by 18%
With the ease and simplicity of the online ordering platform, orders have increased YOY by on average 13% and revenue has soared by 18%. This has enabled the hotel to finish ahead of its revenue budget in 2022.
Reduced customer wait time by 15 minutes
With the app’s direct integration to Simphony POS, online orders go straight to the kitchen to be processed (in real-time) and then delivered. As such, the hotel has reduced delivery times by 10-15 minutes. The hotel states a delivery time of 45 minutes and often exceeds guest expectations by delivering orders far quicker.
With the improved chain of command, there are fewer points of failure, improved order accuracy and enhanced guest satisfaction (especially amongst business guests who expect speed and convenience).
High guest demand
Most of the hotel’s guests (over 70%) place their room service orders through the platform. It appeals to their diverse range of guests, especially travellers and business guests who are often time-poor and prefer to dine alone in their rooms. It also appeals to leisure guests, who are happy to reside in their rooms after a long day sightseeing!
Reduces staff resources
With guests placing orders online, it takes the pressure off Guest Services who previously took all orders over the phone.
By passing some of the transactional elements to guests, it has removed the manual process of handling room service orders by the team and thereby reduced their workload.
User-friendly UI
The platform is intuitive and easy to use – it seamlessly integrates with Simphony POS and staff find it easy to edit, maintain and update. The hotel like to reflect local food and drink collaborations on their menu and the chef likes to change the menu regularly – all of which can be done at the click of a button.
The user interface is refreshing and user-friendly, it’s constantly being updated in line with requirements.
Improved efficiencies
All the staff have access to the digital menus on their devices so are on hand to accurately answer any questions about availability and dishes. Even if a guest wishes to order in-person with a member of staff, the staff often use the app to place the order to improve delivery times and efficiencies.
Even with telephone orders (for room service), guests can only order items off the digital menu, thereby eliminating the risk of ordering items that are unavailable or out of stock.
Easy access to the menu
The menus are accessible via QR codes which are displayed on the bedroom TVs and on the guest’s welcome letter. They will soon be added to the card inserts to provide greater visibility.
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