Austin Marriott Downtown (White Lodging)- IRIS mobile ordering
Hotel Overview
Situated in the heart of Austin, Texas, the Austin Marriott Downtown is a modern and vibrant property catering to both business and leisure travellers. Part of White Lodging and with over 600 guest rooms, the hotel boasts top-tier amenities, including multiple F&B outlets designed to deliver an exceptional dining experience.
To enhance guest convenience and drive additional revenue, the hotel implemented IRIS’ mobile dining for room service, with a menu from their lobby-level restaurant, Corinne. Guests can enjoy breakfast in bed or settle in for a private dinner in the comfort of their own room!
Challenges
Before implementing IRIS Mobile Ordering, the hotel faced several operational challenges that were affecting guest service scores and service efficiency:
The hotel’s previous in-room dining system required additional hardware (iPads) to monitor orders, adding complexity and costs.
The manual order-taking process led to missed or delayed orders, especially during peak times.
An extra staff member was needed solely to oversee order intake, increasing labour costs.
The system wasn’t integrated with their existing POS, both of which operated in silos, with no seamless communication between them, resulting in inefficiencies and manual workarounds.
Having previously experienced the benefits of mobile dining at another property, the hotel’s F&B Director recognised the value IRIS could bring. As a result, they quickly deployed the platform at Austin Marriott Downtown to align with Marriott brand standards and provide a more efficient, guest-friendly ordering experience.
Solutions
Mobile Dining - for in-room dining
“IRIS mobile dining has modernised our in-room dining operations, leading to a more seamless, guest-friendly, and revenue-generating experience. We’ve seen incredible improvements in service efficiency, guest satisfaction, and F&B revenue.
It’s brilliant from a labour standpoint too, especially during peak times - we’ve freed up staff while maintaining exceptional service. The flexibility, ease of use, and labour savings have made a real impact on our operations. It’s an essential part of our service offering now.”
Benefits
Significant labour savings
Previously, a dedicated staff member was required to monitor incoming orders via an iPad. Now, orders go directly to the kitchen printer, allowing staff to focus on guest service rather than manual order-taking.
The reallocation of staff has optimised labour efficiency - runners can now assist as servers in the restaurant during off-peak in-room dining times, ensuring a flexible and efficient workforce.
Enhanced guest convenience & ordering experience
The intuitive IRIS platform allows guests to easily place orders from their mobile devices, mirroring the on-demand dining experience they are accustomed to.
With QR codes placed in all 600+ rooms and included in check-in conversations at the front desk, guests are fully aware of the digital ordering option, increasing adoption.
Increased revenue & 15% higher guest spend
The hotel receives over 600 mobile orders per month, generating $20,000–$25,000 in revenue monthly.
Online menus encourage higher spending per guest, especially for breakfast where spend is 15% higher (compared to traditional orders), by showcasing premium options and add-ons.
Mobile ordering helps promote in-house dining, ensuring guests are aware of all available F&B options.
Controlled pace of orders for operational efficiency
Using time slots for order throttling, the hotel limits the number of orders placed during peak times, protecting the guest experience and managing expectations.
Guests see clear delivery time estimates, ensuring transparency and reducing frustration.
Kitchen operations remain smooth, preventing staff from being overwhelmed.
Faster order processing & improved accuracy
Direct integration with Micros POS ensures that orders are sent direct to the kitchen, eliminating delays and manual entry errors.
As a result, orders are processed faster, improving delivery times and guest satisfaction.
Personalised & customisable guest experience
Guests can modify orders with add-ons, such as extra protein or beverages, further enhancing their dining experience and increasing average order value.
The ability to personalise meals ensures guests receive exactly what they want, leading to greater satisfaction and repeat usage.
Simple & flexible menu management
The operational team can easily update menus in real-time, adjusting prices, adding seasonal specials, and soon, incorporating high-quality dish images.
Future plans include enabling guests to pre-order, further enhancing convenience and operational efficiency.
Ongoing support & training
IRIS’ monthly training webinars have been invaluable, particularly for onboarding new team members.
Staff remain up to date with new features, ensuring the platform is utilized to its full potential.
With these results, the hotel continues to enhance its F&B offerings, setting a new standard for convenience and guest satisfaction in the hospitality industry.
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