Room service, reimagined: How The Laylow tripled its revenue with IRIS Mobile Ordering
The luxury Waikiki hotel is transforming its service, streamlining operations, and boosting F&B revenue with digital dining
IRIS, a global leader in digital F&B ordering solutions for hospitality, has been selected by The Laylow, Autograph Collection, to enhance guest convenience and drive revenue across its popular dining outlets. Since implementation, it has transformed the hotel’s in-room dining and grab-and-go experience.
Nestled in the vibrant heart of Waikiki, The Laylow, Autograph Collection has long been known for its chic island-inspired vibe and elevated guest experiences. With popular venues like the Hideout Restaurant and the Coffee Bar drawing guests from morning to night, the hotel chose IRIS mobile ordering to enhance convenience while maintaining premium service standards.
From grab-and-go to full-on room service
It all started with a simple goal: give guests a smoother way to order coffee or a quick bite from the Hideout or the Coffee Bar. Especially in a post-COVID world, digital ordering was the obvious move, but what began as a contactless grab-and-go solution quickly turned into something much bigger.
Guests loved it so much that The Laylow didn’t just stop at coffee - they rolled out IRIS mobile ordering for in-room dining, too. Now, from early risers grabbing breakfast to late-night snackers craving island-style comfort food, guests can order whatever they want, whenever they want, from the palm of their hand.
The revenue impact
Year-on-year digital F&B revenue has tripled, driven by increased guest spend per transaction and smarter upselling.
Guests spend more when they browse the smart, digital menus that highlight upsells such as extras, sides, and premium options at opportune moments. Plus, it’s easier (and more tempting) to click “add fries” or “make it a double” when you’re not feeling rushed or awkward about it on the phone.
Order volumes have skyrocketed too -up over 200% - thanks to the hotel’s smart use of QR codes and signage. Even when the award-winning Hideout restaurant is fully booked, guests can enjoy the same menu from the comfort of their rooms- there’s no waiting or missing out for guests here.
“Guests love the ease of ordering, and we’ve seen a noticeable increase in revenue with the upselling capabilities of the platform.
With fewer manual processes, it has significantly reduced the workload for our front desk and kitchen teams, allowing us to deliver a faster, more efficient service.
The flexibility of digital menus has also saved us time and money - we can update menus instantly rather than reprinting them. We’re excited to continue leveraging this technology to enhance our guest experience and continue to meet evolving guest expectations while optimising operational efficiency.”
Less manual work, more focus on guests
It’s not only the guests who are winning. The hotel’s front desk and kitchen teams are also saving time. Orders now go straight from the guest’s device into the POS system and straight to the kitchen - no phone calls, no order errors, and no staff being tied up taking room service requests.
This all equates to faster service, happier guests, and staff who can focus more on creating memorable in-person moments, especially at the front desk.
Mobile ordering that’s customisable
One of the popular features of IRIS mobile ordering is how easy it is to personalise orders. Guests can add notes to the chef, filter dishes by allergens and modify their meals however they like.
And it’s not just about function - it’s a polished, intuitive experience that still feels like part of The Laylow’s laid-back luxury brand.
For those tight on time (like early morning departures or business travellers) being able to pre-order and grab breakfast on the go is a total lifesaver.
Smart promotion drives high adoption
To boost uptake, The Laylow promots mobile ordering to guests in pre-stay emails and welcome letters; through QR codes across the property, and via their Instagram feed which is full of tempting shots of in-room dining.
These marketing tactics heightens visibility of the service and encourages guests to use it throughout their stay.
Menu flexibility delivers big savings
Before IRIS, every little menu change meant reprinting 251 menus. Now, the team updates menus in real-time; no costly re-prints required. New dishes, specials, seasonal offerings are all live in seconds.
It’s more sustainable, more efficient, and it keeps the dining experience fresh, accurate and up-to-date.
The convenience of digital dining
IRIS mobile ordering is the height of convenience, in addition to creating a modern, guest-first experience that feels good and works better. And at The Laylow, it’s driving real results including higher revenue, smoother operations, and happier guests.
“We’re proud to see how IRIS technology is empowering The Laylow team to provide such an elevated guest experience while also achieving impressive financial and operational outcomes.
This is what digital dining should look like - smart, seamless, and guest-centric.
The Laylow’s success story is a powerful example of how digital innovation, when thoughtfully implemented, can drive real impact. It’s brilliant to see how IRIS mobile ordering has become an essential part of the hotel’s hospitality experience.”
So, whether you’re sipping a cold brew from the Coffee Bar or enjoying poke bowls in bed, The Laylow has made it easier (and tastier) than ever to dine your way. As guest expectations evolve, The Laylow continues to lead with smart, flexible technology that delivers.
Discover the full hotel success story here.
For more information about the IRIS platform or to request a demo, please visit https://www.iris.net/demo.
About IRIS:
IRIS is a global market leader in digital F&B ordering, guest directory and concierge solutions for hotels, working with many of the world's leading chains including Marriott, Ennsimore, Mandarin Oriental, IHG and Four Seasons.
IRIS empowers Hotels and F&B leaders to do what they do best: increase revenue, look after their teams, and provide an outstanding customer experience.
Their flexible hospitality platform enables hotels and restaurants to provide a truly digital ordering experience to their guests, making it easier and faster for guests to browse, order and pay for items and services across multiple outlets.
Since 2010, thousands of hotels on every continent across the world have used IRIS's mobile, tablet and web app technology to boost additional revenues by 20% on average.
More information: www.iris.net or info@iris.net
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