Al Manara, a Luxury Collection Hotel, Saraya Aqaba
“Online order volumes have more than doubled through the IRIS app, with revenue rising 25-30% year on year. It caters to the needs of both our staff and guests, empowering us to provide a more personalised, enhanced experience for all our guests”
Hotel Overview
Al Manara, a Luxury Collection Hotel, Saraya Aqaba in historic Aqaba, Jordan is a resort like no other. Nestled against the Red Sea, this 5-star family friendly hotel offers thoughtfully appointed suites and villas, majestic dining experiences and a private hotel lagoon.
Guests can enjoy authentic Mediterranean and Levantine dining experiences in the restaurants, in guest rooms or by the pool.
“The IRIS app brings us tremendous satisfaction, granting us peace of mind as we deliver a first class, flawless experience to guests.
It seamlessly caters to the needs of both our staff and guests, empowering us to independently modify the menu and make changes – and as such provide a more personalised, enhanced experience for all our guests.
Pictures on the app entice guests to buy more items and elevate guest spend which is evidenced in the 30% surge in F&B revenue.”
Hotel Requirements
The hotel wanted a contact-free online ordering experience for their esteemed guests that would enrich and personalise their experience.
They wanted to streamline F&B ordering processes, boost revenue and free up their staff’s time so it could be better spent with the guests.
Solution Installed
Mobile dining (for in-room and poolside dining)
Benefits
Accurate orders & zero errors
With guests placing orders online, there are no mistakes or errors with the orders. Previously, there were human errors when the operator was taking orders over the phone, with missing items or mistakes with delivery locations, and guest complaints ensued.
With online ordering, order accuracy has increased, guest complaints have reduced and personal messages to the chef are relayed direct to the kitchen to ensure nothing is overlooked.
Increase in F&B revenue by 30%
Over the last year, online order volumes have more than doubled and the hotel achieved record sales, with revenue rising 25-30% year on year. Guests, especially VIPs residing in the villas, place multiple orders per day.
Average guest spend is higher online compared to phone orders as guests are enticed by the wide range of dishes and related items showcased through captivating photos. This alluring presentation stimulates upselling opportunities and ultimately results in higher spending.
Time-saver for staff
With 99% of orders being facilitated through the app and guests self-ordering, it liberates staff’s time, which is highly beneficial when they are fully occupied and their attention is in high demand.
With no order errors or miscommunication, it enables staff to provide an improved service which helps drive loyalty and boost staff tips.
Outdoor pool
Prestige Villa Suite
Easily editable and eco-friendly
The digital menu can be changed on the spot and new menus or Happy Hour promotions can be published within 10 minutes. If they decide to have a BBQ or a themed Mexican night, they can upload a new menu instantly.
They can also adapt menu items and add French or Italian dishes to cater for overseas guests from these countries.
It’s a quick, cost-effective, and sustainable process which they wouldn’t be able to do with physical printed menus.
Positive guest feedback
The guests enjoy and welcome the contact-free, time-saving online ordering experience.
Business travellers (who lack the time to dine in the restaurant) will order before they check-in, so their room service order is ready on arrival.
Children also place orders themselves from their villas and add comments to the chef!
With English, Spanish, French and Italian versions of the menu available, international guests can understand and view the menus in their native language which helps enrich their experience.
Scalable – expansion to new areas
Following the success of in-room dining, the hotel is implementing mobile dining in new locations - at their pool lagoon, on the beach (including the pet beach) and in private villas. The pool area is a large expanse with over 200 sunbeds – the hotel can generate QR codes for specific sunbeds to help improve delivery locations and speed of service.
Efficient ordering via QR codes
Guests can effortlessly access the menus by scanning the QR code in their room and they immediately grasp the contents without any fuss or issues. Staff get fewer calls as a result, guests aren’t kept waiting on-hold and they get their order more efficiently.
Customer wait times have reduced and guest expectations are met which boosts guest satisfaction.
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