W Brisbane Hotel in-room dining
“Catering for all guests and their needs - from party animals to four legged friends - to enrich the guest service and boost F&B guest spend by 27% YOY”
Hotel Overview
Get busy or get beachy in Brisbane, Australia at W Brisbane, the 5-star hotel in the heart of the Queensland capital, with 312 bedrooms, 2 restaurants, a rooftop lounge, gym, spa and 1,100 square metres of event space.
Guests can satisfy their gourmet cravings with in-room dining in their luxury hotel room or suite, which offers amenities such as state-of-the-art technology, a W MixBar, a signature W bed and famous Whatever/Whenever services.
“It’s a hassle-free ordering service and makes life easy for everyone – both staff and guests.
Guests can make themselves at home, don a plush W robe and order online for their ultimate in-room dining experience - all of which has led to a 27% rise in in-room F&B revenue.
It’s a great tool to help us achieve staff efficiencies and enhance the guest experience. The seamless, integrated ordering platform enables us to fulfil more orders and achieve a higher average guest spend.”
Hotel Requirements
The hotel wanted to provide a contactless service to meet guest requirements.
They wanted to boost F&B sales and generate additional revenue for in-room dining in an efficient and resourceful way.
The hotel wanted to enhance their Whatever/Whenever services for guests with a digital ordering platform (for in-room dining) to elevate the guest experience.
Solutions Installed
Mobile dining (for in-room dining)
Guest Mobile In-room Dining App Benefits
29% increase in order volume
The ease of ordering, quick service, repeat orders and 24/7 availability, along with item descriptions and quality photos, has led to a 29% uplift in order volume year on year. Online ordering is ubiquitous in other areas of the guest’s lives (banking, grocery shopping etc.) so more and more guests are expecting this and wanting to use it in hotels too.
75% of orders received online
Most guests (75%) now use online ordering to place room service orders (more than any other method) thereby reducing the call volume to the front desk (the Whatever/Whenever) team significantly. This has enhanced the guest experience (no more waiting on hold), reduced the call queue, and enabled staff to focus on other guest queries and provide a more personal service.
27% rise in in-room dining revenue
The hotel offers a wide variety of contemporary classics and modern fare on its menu, catering for all guests and their culinary desires, available 24/7.
From party menus for 10 people or more (ideal for hen parties and wedding guests) and signature cocktails to classic dinner dishes and a PAW menu for four-legged guests!
This range of delectable dishes (all attractively promoted with enticing photos), the supreme comfort of their rooms and suites and the seamless ordering process have boosted guest spend, increasing F&B revenue by 27% YOY.
Speed of service
The integrated and efficient ordering process enables the hotel to process orders quicker and improve their service times for guests. Integrated into their POS (so orders go straight through to the kitchen), any specific requirements made by the guests online are fulfilled and catered for.
Previously guests had to phone their orders through to the front desk team who then input them into Micros - a time-consuming and manual process.
Prevents order throttling
With the time slots feature, the hotel can adjust delivery times to suit the number of orders they can fulfil at any given time to ensure the guests receive their food on time and they meet guest’s expectations. It also prevents the kitchen from getting overwhelmed with high levels of orders at peak times.
The hotel can also review order history and occupancy levels to forecast patterns and order volumes so they can schedule staff rosters more effectively.
User friendly
Staff find the platform intuitive and easy to use. They can edit the menus as and when needed (and even create new menus to satisfy a guest need, like they did with the Party menus) and adjust ingredients or dishes if certain items become unavailable or sold out.
Staff use the online menus to check what items are available for guests to order, even when taking the order face to face.
Reduced errors
With guests placing their orders themselves (with no intermediary person), the margin of error has reduced and order accuracy has improved - guests are happy and there’s less wastage!
Scalable and practical
To maximise revenue opportunities further, the hotel will expand the platform to offer online ordering at the WET Deck pool area, selling drinks and snacks. It’s simple and easy to add additional outlets to the platform to widen their reach. The online menus are a more practical option for the wet poolside areas too.
More sustainable
With the digital menus, the hotel has reduced printing costs (and staff resources) and eliminated the need for 312 paper menus in each room and across the hotel.
The scannable QR codes in the rooms provide guests with an easy means of accessing the digital menus.
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