Hotel Carmichael (Coury Hospitality)- IRIS mobile dining
Hotel Overview
Hotel Carmichael, an Autograph Collection Hotel and part of Coury Hospitality, is a boutique hotel located in Carmel, Indiana, offering sophisticated hospitality and a commitment to modern guest experiences.
Featuring classical décor, rich furnishings, and luxurious interiors, guests staying in Hotel Carmichael's 122 rooms and suites can enjoy a seamless digital dining experience from their Vivante Restaurant and Bar. Vivante is their signature restaurant and offers fresh and vibrant menus for breakfast, lunch, and dinner.
Challenges
Recognising the shift towards digital-first experiences, Hotel Carmichael implemented IRIS Mobile Ordering for in-room dining to:
Appeal to the modern traveller by offering a convenient, tech-savvy dining solution.
Improve the ease of ordering, particularly for corporate travellers who often need to multi-task while dining.
Align with evolving guest expectations, providing a digital ordering experience that mirrors the convenience of everyday mobile apps.
Solutions Installed
Mobile Dining - for in-room dining
“Our goal was to create a digital experience that aligns with the way guests interact with technology in their daily lives.
IRIS Mobile Ordering has transformed our in-room dining, making it easier for guests to order, reducing strain on our staff, and ultimately increasing revenue through higher average checks.
The guest adoption has been fantastic, and we’re excited to expand this offering even further.”
Benefits
Increased revenue and 23% higher guest spend
Average spend per transaction is at least $10 higher online compared to phone orders.
The visual appeal of digital menus, with detailed descriptions, clear categories, modifiiers and upsells encourages guests to order more per transaction.
Guests appreciate the ease of ordering add-ons, and premium selections, further boosting revenue.
Streamlined operations and reduced staff pressure
Previously, all in-room dining orders were placed via phone calls, requiring staff availability at all times.
With fewer calls, staff can focus on service delivery rather than answering the phone and manually processing room service orders.
Order accuracy and delivery times have significantly improved, enhancing guest satisfaction.
High guest adoption due to visible QR codes
The introduction of visible QR code placements has driven guest engagement and uptake:
Framed QR codes on guest room desks create a clear and immediate point of engagement, making mobile ordering accessible at a click of a button.
Guests can scan and order while working, uninterrupted.
Door hangers prominently display ordering information and guests are informed at check-in.
Enhanced guest experience and convenience
Mobile ordering satisfies guest’s needs for the digital experience that guests are used to with delivery apps like Grubhub and DoorDash.
Guests now enjoy a fully digital, seamless ordering process that allows them to customise, modify and add to their meals.
The pre-order functionality is highly popular, allowing guests to schedule meals in advance - whether for a midday break between meetings or upon returning to the hotel.
Operational efficiency and sustainability
The digital menu is fully integrated with the kitchen POS system, ensuring orders go straight to the kitchen for faster fulfilment.
The team finds menu management simple, making updates seamless and efficient, especially when they change their menu 3 times yearly. The digital menu mirrors that of the restaurant menu so guests are getting the same culinary experience irrespective of location.
There are no more printed menus in the rooms, eliminating reprinting costs and contributing to the hotel’s sustainability efforts
Future growth and expansion
Hotel Carmichael is already planning to expand mobile ordering beyond in-room dining, including a Grab & Go service to further maximise their F&B revenue opportunities.
Hotel Carmichael’s success story demonstrates how embracing digital innovation in hospitality leads to improved service, increased revenue, and enhanced guest convenience.
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For more information on the hotel, click here.
