The Westin Kierland serves up smarter F&B operations as 60% of room service orders go digital with IRIS Mobile Dining
735-room resort eliminates manual order entry and breakfast door hangers, cuts guest calls and saves staff countless hours as room service orders move online
IRIS, the global leader in digital F&B ordering and guest experience solutions for hotels, has revealed how The Westin Kierland Resort & Spa is transforming its food and beverage operations with IRIS Mobile Dining – reducing manual processes, saving staff time and creating a more convenient ordering experience for guests.
Located in Scottsdale, Arizona, The Westin Kierland Resort & Spa is part of the Host Hotels & Resorts portfolio and features 735 guestrooms alongside an extensive range of dining, golf, pool and spa facilities.
They deployed IRIS Mobile Dining for in-room dining and pickup from their Faro & Brag restaurant to digitise F&B ordering. Guests can now browse menus, customise selections and order directly from their own mobile device, with orders automatically transferred into the resort’s MICROS POS.
“IRIS has 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.”
Previously, managing room service at this scale involved significant manual administration. Staff took orders by phone before manually entering them into the resort’s POS. Breakfast pre-orders added further workload, with traditional door hangers distributed and collected daily from 735 guestrooms.
With fewer manual processes, staff have more time to focus on preparing and delivering orders and interacting with guests.
Breakfast pre-ordering has also moved online, removing the need to print, distribute and collect hundreds of door hangers. Guests can schedule breakfast through IRIS, with orders sent directly to the POS ready for the kitchen team – saving considerable staff time and resources.
Efficiency that delivers commercial benefits
Alongside the operational efficiencies, The Westin Kierland is also seeing strong commercial results. Mobile ordering revenue has increased year-on-year, while digital order volumes have risen, with guests also spending more when ordering through the platform.
The F&B team can quickly update menus, pricing, imagery and promotions through IRIS, while guests can browse at their own pace, customise orders and choose how they want to pay.
“The Westin Kierland is a great example of the impact digital ordering can have behind the scenes, particularly at a resort of this scale. When you multiply answering calls, entering orders and collecting breakfast cards across 735 guestrooms, the amount of staff time and resource involved quickly adds up.
By digitising these processes, the team has fewer repetitive administrative tasks and more time to focus on service. At the same time, guests have embraced the convenience, digital adoption is strong and mobile ordering revenue continues to grow.”
The resort promotes online ordering through branded bedside QR codes providing guests with instant access from their smartphones.
Following its success, the resort plans to extend mobile ordering further across the property, creating additional opportunities to deliver convenient ordering experiences while continuing to streamline F&B operations.
Check out the full success story here.
To learn more about IRIS, please visit www.iris.net/demo
