Resort generates 350+ digital food and beverage orders a month within three months, as guests order from their phones and the team saves time and resources
London, UK - IRIS, the global market leader in digital F&B ordering and guest experience solutions for hotels and resorts, has partnered with Wyndham Grand Orlando Resort Bonnet Creek to drive new revenue channels with its Mobile Ordering and Digital Guest Directory. Within three months of switching to IRIS, the 400-room resort was receiving more than 350 digital food and beverage orders every month, pacing ahead of its former platform.
Guests now order in-room dining and poolside service from their own phones, and the resort's team has a dependable directory that turns a sprawling 62-acre property into one connected operation. Cathy Zucker, General Manager at Wyndham Grand Orlando Resort Bonnet Creek, states,
“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.”
A big resort with a lot of ground to cover
Operated by HEI Hotels & Resorts, Wyndham Grand Orlando Resort Bonnet Creek is a family-friendly, upscale resort near Walt Disney World®. Its 62 acres include five outdoor pools, golf, a spa, a fitness centre and a 10-acre lake.
The F&B operation spans four restaurants, in-room dining and poolside service, with around 200 loungers around the pools. The resort also serves guests from six neighbouring timeshare towers.
Its previous mobile ordering platform had become unreliable for guests and staff alike. The team needed a more dependable solution that could deliver guest information, open new revenue channels across the property, and let them manage demand and content themselves.
Ordering made simple, wherever guests are
On a recommendation through HEI Hotels & Resorts, the resort deployed IRIS Mobile Ordering for in-room dining and poolside service, integrated with its Oracle MICROS POS, alongside the IRIS Digital Guest Directory.
Resort guests can charge orders to their room, while visitors from the surrounding timeshare complex pay by credit card. QR codes in the guest information, around the pools and at the towel collection point put ordering in front of guests at exactly the moment they're likely to want a drink or a bite.
What guests are enjoying
Food and drinks delivered to the lounger. Guests order from their sunbed without leaving the pool or flagging down a server.
A better alternative to delivery apps. Ordering direct from the resort is faster and fresher than third-party delivery, with meals brought straight to the room door.
Family-friendly value. Menu insights help the resort build competitively priced bundles, such as pizza and drinks, for cost-conscious families.
Everything in one place. The Digital Guest Directory gives real-time information on services, the spa and wellness offer, restaurants and policies, on the guest's own device.
Easy payment for everyone. Room charging for resort guests and card payment for timeshare visitors, with pick-up orders open to the 1,200 neighbouring timeshare units.
How the team is winning too
Smoother service at peak times. Orders flow directly into MICROS and on to the kitchen. On busy nights the team has handled up to 50 in-room dining orders in an evening, from a kitchen that also serves other outlets.
Less ground to cover. Poolside ordering eases the workload of serving such a large pool area.
Control over demand. The team decides when ordering is open, adjusting for occupancy, weather, staffing and kitchen capacity.
Smarter menus. Promotional labels and upselling tools spotlight popular and profitable dishes, while reporting shows order volumes and best-sellers at a glance.
A team that shares in the success. Pool attendants and servers show guests how to order, and the resort shares a percentage of sales with staff when weekly targets are met.
“Wyndham Grand Orlando Resort Bonnet Creek is exactly the kind of property where mobile ordering shines. Guests are spread across pools, rooms and a huge resort, and they want to order food and drinks in a manner that suits them – quickly and conveniently!
Seeing more than 350 orders a month so soon after launch shows how quickly guests have embraced it. The team has made it their own, from pool attendants showing guests how to order to sharing in the rewards. We’re excited to keep growing the service with them.”
View the full case study here: Wyndham Grand Orlando Resort Bonnet Creek
To learn more about IRIS, please visit www.iris.net/demo
