Customer Overview
Wyndham Grand Orlando Resort Bonnet Creek is a 400-room, full-service resort operated by HEI Hotels & Resorts. The family-friendly upscale resort near Walt Disney World®, is set on 62 acres with 5 outdoor pools, golf, a spa, fitness centre and a 10-acre lake.
Its F&B operation includes 4 on-site restaurants, in-room dining and poolside service, with approximately 200 loungers around the pool providing a significant opportunity to generate additional revenue.
The hotel also features six neighbouring timeshare towers and serves guests from these properties too.
The Challenge
The hotel’s previous mobile ordering platform had become increasingly unreliable and was no longer providing the smooth, professional experience expected by guests or hotel teams.
The team wanted a more advanced and dependable digital platform that could support its F&B operation and provide guests with information, while creating an additional revenue channel across the property.
The solution also needed to give the hotel flexibility to manage demand effectively, control the content themselves and expand into new service periods and outlets as operational capacity allowed.
The Solution
Following a recommendation through its relationship with HEI Hotels & Resorts, the hotel deployed:
Mobile Ordering for in-room dining and poolside ordering - integrated with MICROS POS
Guests can now browse menus and place orders from their own devices, with the platform integrated with the hotel’s Oracle MICROS POS. Flexible payment options allow hotel residents to charge purchases to their room, while credit card payments make ordering equally straightforward for non-residents visiting from the surrounding resort complex.
QR codes are promoted through the hotel’s guest information, around the pool and at the towel collection point, helping guests discover the service at the moments when they are most likely to order.
“What I love about the IRIS platform is how advanced, adaptable and user-friendly it is. It gives our teams and guests much more confidence in the ordering experience, while providing us with another revenue source that we can maximise across the resort.
We are already pacing more positively, and the tools are there for us to keep expanding the service as our operation and demand grow.”
Benefits
A smoother and more reliable ordering process
IRIS has given both guests and hotel teams greater confidence in the mobile ordering experience. Its reliable, user-friendly interface makes it easier for guests to browse, order and pay, while giving staff a dependable platform through which to manage demand.
Orders flow directly into MICROS, supporting a smoother process from order placement through to kitchen preparation and fulfilment. During particularly busy periods, the hotel has managed as many as 50 in-room dining orders in an evening from a kitchen that also serves other outlets.
F&B order volume boost
For the hotel, mobile ordering is more than an efficiency tool: it is an additional revenue channel that can be activated across the resort.
Within the first 3 months of deployment, the hotel received over 350 digital F&B orders per month. Early performance is pacing positively compared with its former platform, with the team focused on increasing order volume and capturing more guest spend.
IRIS also helps the hotel compete with third-party delivery services by offering guests a faster, fresher and more convenient way to order directly from the property. This keeps more F&B revenue in-house while giving guests a superior culinary experience, direct to their bedroom door.
More revenue opportunities across the resort
Poolside ordering enables guests to order from their loungers, creating a more convenient experience while helping the hotel maximise its revenue potential and ease staff workload associated with covering such an extensive pool area.
The surrounding timeshare complex creates another valuable opportunity that mobile ordering can capitalise on. With 1,200 units accommodating thousands of potential guests during peak periods, the hotel can use QR codes to promote pick-up orders to visitors from across the wider resort.
The platform’s adaptability also gives the team scope to introduce additional ordering periods, pick-up options, breakfast pre-orders and other features when the timing and operational setup are right.
Greater control over demand
The hotel can control when ordering is available and adjust its service according to occupancy, weather, staffing and kitchen capacity.
This flexibility allows the team to build demand gradually and ensure that orders remain manageable across the shared kitchen operation.
Smarter menus that encourage sales
Promotional labels and upselling tools help the hotel draw attention to popular and profitable menu items. The platform’s reporting provides a quick view of order volumes and best-selling dishes, helping the team understand guest preferences and refine its menus accordingly.
The hotel can use these insights to develop competitively priced packages, such as pizza and drinks, which appeal to cost-conscious families and provide an attractive alternative to ordering from outside the resort.
A more convenient guest experience
Guests can access information on hotel services, Spa and Wellness, F&B outlets and policies in real-time, from their own devices through the hotel’s IRIS Digital Guest Directory.
The polished, intuitive experience provides guests with instant access to the wealth of facilities on offer and has reduced guest challenges associated with the former platform.
Guests benefit from clear information, flexible payment options and a simple route to ordering food, wherever they are on the property.
An engaged and motivated team
The hotel has actively involved its frontline team in promoting mobile ordering. Pool attendants and servers show guests how to access the platform and explain how orders can be delivered or collected.
To encourage engagement, the hotel also shares a percentage of sales with the team when weekly targets are achieved. This helps employees recognise the value of the platform and gives them a direct incentive to support its success.
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For more information on this hotel: Wyndham Grand Orlando Resort Bonnet Creek
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