The Westin Kierland Resort & Spa - mobile dining
Hotel Overview
Set in the heart of Scottsdale, Arizona, The Westin Kierland Resort & Spa (part of Host Hotels & Resorts), is a luxury destination featuring 735 guestrooms, award-winning dining, golf, a pool complex and spa facilities. Welcoming thousands of business and leisure travellers each year, the resort continually invests in technology that enhances the guest experience while helping its teams operate more efficiently.
To support its growing food and beverage operation, the resort deployed IRIS Mobile Ordering for in-room dining and pickup ordering from Faro & Brag, giving guests the flexibility to browse, customise, order and pay directly from their own mobile device.
The challenge
With a resort of this scale, traditional phone-based ordering was becoming increasingly inefficient. Operators were handling a high volume of guest enquiries alongside room service orders, creating unnecessary pressure on the team and slowing down service.
Manual order taking also meant staff had to enter every order into the POS system, increasing administration time and the potential for errors. Breakfast pre-orders relied on traditional door hanger cards, requiring staff to walk every floor each evening collecting orders across all 735 rooms.
The resort wanted a more efficient way to process orders, improve guest convenience and create new opportunities to increase food and beverage revenue.
Solutions
Mobile Dining (fully integrated with its Micros POS) - allows guests to browse menus and place orders for room service or pickup from Faro & Brag, directly from their smartphones.
Branded QR codes placed on bedside tables make the service easy to discover, encouraging guests to simply "Scan to Eat Well", reinforcing the resort's wellness-focused dining philosophy.
“IRIS has completely transformed the way we manage in-room dining. More than 60% of our orders now come through digitally, which has significantly reduced calls, eliminated manual order entry and helped our team deliver a faster, more efficient service.
Guests love the convenience, they’re spending more through the platform, and features like digital breakfast pre-ordering have saved our team countless hours. It’s become a well-oiled machine for both our staff and our guests, and we’re excited to expand IRIS even further across the resort”
Benefits
Over 60% of orders are now placed digitally
Guests have embraced the convenience of mobile dining, with more than 60% of room service orders now placed through IRIS rather than by phone.
The digital experience gives guests greater flexibility, allowing them to browse menus, order when convenient and customise every aspect of their meal, without waiting on the phone.
Higher guest spend and growing F&B revenue
Digital ordering has helped increase average transaction values, with guests adding drinks, sides and extras during the ordering journey.
The continued adoption of mobile ordering has delivered measurable commercial results:
9.4% year-on-year growth in mobile ordering revenue
7.7% increase in digital order volume
As digital adoption has increased, so too has overall room service demand, generating additional revenue opportunities for the resort.
Faster ordering, faster fulfilment
Orders now flow directly from IRIS into MICROS POS, eliminating the need for manual order entry.
This enables kitchen teams to begin preparing meals immediately while reducing delays, particularly during busy periods or when handling large, complex orders.
Guests also avoid waiting on busy phone lines, creating a much smoother ordering experience.
Significant operational efficiencies
Removing manual order taking has freed operators to focus on delivering better guest service rather than answering calls and entering orders.
The platform enables the team to comfortably process higher order volumes without increasing staffing requirements, particularly during periods of full occupancy.
The result is a more efficient operation that can scale with guest demand.
A smarter approach to breakfast pre-orders
One of the biggest operational improvements has been the removal of traditional breakfast door hangers.
Previously, staff had to walk every floor each evening collecting handwritten breakfast requests from 735 guestrooms.
Today, guests simply pre-order breakfast digitally through IRIS. Orders are automatically transferred into MICROS POS and are ready for kitchen preparation each morning, saving significant labour while improving accuracy and planning.
Greater order accuracy and personalisation
Guests can customise and build their own orders, selecting modifiers, dietary preferences and special requests directly within the platform.
The ability to leave comments for the kitchen ensures meals are prepared exactly as requested, reducing errors while giving guests greater confidence that their individual preferences will be met.
Improved guest satisfaction
Guests appreciate the speed, simplicity and flexibility of ordering on their own device, at their own pace.
Whether charging purchases to their room, paying by credit card to earn loyalty points or scheduling breakfast in advance, mobile ordering provides greater convenience while delivering the seamless digital experience today's travellers increasingly expect.
Easy menu management for the team
The resort's food and beverage team can quickly update menus, pricing, images and promotions through the IRIS content management system.
With consistent branding, organised menu categories and direct MICROS POS integration, keeping menus accurate and up to date has become straightforward, ensuring guests always see the latest offerings.
More choice throughout the resort
Rather than being limited to a traditional room service menu, guests can browse multiple dining options within one experience, including room service and Faro & Brag pickup.
The resort plans to expand this even further following its renovation, introducing additional restaurant ordering, coffee shop pickup and eventually extending mobile ordering across its 750 poolside loungers.
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