IRIS, the global provider of mobile F&B and guest experience platforms for the hospitality sector, announces it has been selected by HEI Hotels & Resorts, the leading privately held hotel investment and management company, to deploy mobile ordering across its portfolio of properties following a boost in guest spend and operational efficiency.
The announcement follows a period of significant growth in revenue and reduced workload following the introduction of IRIS F&B mobile ordering across several HEI Hotels & Resorts properties during the past year.
HEI Hotels & Resorts has a long-standing reputation as a leader in owning and managing some of the industry’s most respected franchise hotel brands including Marriott, Westin, Le Méridien, Curio Collection by Hilton; Unbound Collection by Hyatt; and Cambria by Choice to name a few. With a core focus on maximising the value and potential of hotel real estate, investment in its digital strategy and platforms has been central to achieving that.
Currently live with IRIS mobile ordering in 20 HEI hotels, the app enables guests to browse, order and pay for items at various touchpoints along the guest journey, including meetings and event spaces, at beach and poolside areas, in coffee shops and for room service.
As a result, properties have reported a marked increase in guest spend (particularly across additional and treat, impulse purchases including drinks and desserts and in ‘unmanned’ areas), and significant resource savings.
Examples include The Gwen, Chicago and The Westin Riverwalk San Antonio, both of whom have boosted average transaction values by over 20% and 46% respectively with IRIS. Furthermore, Westchester Marriott expanded the footprint of their F&B operations by 33% with mobile ordering and now process 127% more orders with the same staffing levels.
Chaitan Mugili, General Manager, The Westin Riverwalk San Antonio commented, “IRIS provides us with the perfect tool to capture more revenue and more orders – it has already had such huge impact and enabled us to transform our room service offering. Guest spend is up, service is faster, and our teams are happier. It’s helped us compete with online delivery giants by offering something more personal and more convenient.”
“Mobile ordering has been an outstanding addition to our guest and staff experience. Not only has it helped us deliver smarter service, more efficiently, but it’s driven significant F&B growth and guest satisfaction.” added Jason Sundberg, Director of Restaurants and Bars at The Gwen, Chicago.
Following this successful introduction, HEI Hotels & Resorts now plan to extend the IRIS platform across additional properties within the group.
Commenting on the partnership, Aliya Kritzler, Group Vice President, Food and Beverage & Lifestyle Brands, HEI Hotels & Resorts said, “The IRIS platform is imperative to both our day-to-day operations across our properties and longer-term growth strategy across the group. The improvements to our guest experience have been phenomenal and likewise the guest feedback on our mobile ordering offer has been overwhelmingly positive.
Guests appreciate the convenience and efficiency available to them. Perhaps most importantly the team at IRIS have been on hand throughout the implementation process. They have listened to our feedback and enabled us to continually evolve our mobile ordering offer in line with staff and guest feedback and develop the best-fit solution for us to deliver more efficient and more profitable F&B operations. We look forward to working with the team to extend that capability even further in the future.”
HEI Hotels & Resorts also reports that both guests and staff have been swift to engage with mobile ordering. Guests are keen to access a more convenient and efficient service and staff can enhance the guest experience and manage an increased volume of orders without compromising on service standards.
Likewise, the IRIS platform also offers access to a live reporting dashboard, enabling hotel teams to view order rates, manage stock levels and adjust menus and pricing in real time for greater revenue and operational efficiency.
Graham Rushin, VP Sales and Marketing at IRIS added, “Since day one of working with the HEI team we have prided ourselves on working with them in close collaboration. Understanding the requirements and opportunities across every property to ensure that our platform is not only fit for purpose but also exceeds any expected return on its investment has been fundamental to building that success.
We work closely with our clients to ensure the innovations and solutions we build directly address the challenges and needs they face and we look forward to growing our partnership with HEI Hotels & Resorts to deliver even greater revenue and return on their investment in the future.”
For further details, please view the below HEI hotel case studies showcasing IRIS success:
Westin Riverwalk Transforms F&B with IRIS Mobile Dining
The Gwen Hotel Boosts F&B with IRIS Mobile Dining
Westchester Marriott – IRIS mobile dining
For more information on IRIS or to request a demo please visit iris.net/demo
About IRIS Software Systems
IRIS is a global market leader in digital F&B ordering, guest directory and concierge solutions for hotels, working with many of the world’s leading chains including Marriott, Ennismore, Mandarin Oriental, IHG and Four Seasons.
IRIS empowers Hotels and F&B leaders to do what they do best: increase revenue, look after their teams, and provide an outstanding customer experience.
Their flexible hospitality platform enables hotels and restaurants to provide a truly digital ordering experience to their guests, making it easier and faster for guests to browse, order and pay for items and services across multiple outlets.
Since 2010, thousands of hotels on every continent across the world have used IRIS’s mobile, tablet and web app technology to boost additional revenues by 20% on average.
More information: www.iris.net or [email protected]
Kate Fuller
Senior Marketing Manager
