JW Marriott Indianapolis (White Lodging) - IRIS mobile dining
Hotel Overview
JW Marriott Indianapolis is a flagship luxury property located in central downtown, directly connected to the Indiana Convention Center via a skywalk. With 1,013 guest rooms and a high volume of corporate and event-based clientele, the hotel is one of the busiest in the region.
To enhance service delivery, reduce manual touchpoints, and increase revenue from its F&B operations - particularly from its signature sports bar, High Velocity - guests can now order dinner and drinks for room service delivery or arrange a collection via the IRIS mobile dining app.
Challenges
Like many in the hospitality industry, JW Marriott Indianapolis was facing rising competition from third-party delivery platforms like Uber Eats and DoorDash. Guests were often choosing to order out, leading to lost revenue for the hotel.
Internally, the hotel’s ordering process was very manual. Guests would call the front desk to place orders, which would require multiple follow-ups to clarify preferences, leading to delays, potential errors, and inconsistent guest experiences.
Having seen its success at other properties, their management company recommended the platform to enable the hotel to maximise F&B sales, improve operational efficiency, and elevate the guest experience.
Solutions
Mobile Dining - for room service delivery or pick up from High Velocity.
“IRIS has completely transformed how we operate in-room dining and how we compete in a world of digital-first guests. It’s easy for our team to manage, our guests love the convenience, and the revenue results speak for themselves.
One of the biggest wins for us was during the Taylor Swift concert weekend. With thousands of fans descending on the city and our hotel at full capacity, we extended our IRIS room service hours past 11pm to catch the post-concert rush. The results were phenomenal - F&B revenue increased by over 30% that month, and our order volume jumped more than 20%.
IRIS gave us the flexibility to adapt quickly, throttle kitchen capacity, and keep service consistent even when we were running at full tilt. Guests were happy, staff were happy, and we capitalised on a huge opportunity that could have easily been missed without a digital ordering platform in place.”
Benefits
Higher guest spend
The hotel enjoys a notable boost in guest spend due to upsells and customisations available through the app - guests can easily add extra proteins, sides, or drinks with just a few taps.
Increased Revenue during high profile events
During the Taylor Swift concert weekend, F&B revenue jumped over 30%, with order volume increasing by more than 20%. The team capitalised on the “Swiftie Effect" and extended room service hours to capture post-concert demand.
The team regularly adjust availability during high-traffic events (like the upcoming HITEC event for example), when the hotel is fully booked, to maximise profitability during high-occupancy periods.
Streamlined Operations
Previously, the front desk handled in-room dining orders manually, creating room for error and inefficiencies. With IRIS, guests place orders directly via the app, and tickets are automatically sent to the POS in the kitchen. This seamless integration has eliminated order errors, sped up delivery times, and freed up staff to focus on service rather than admin.
Time Slot Management
The team uses IRIS’s time slot throttling feature to manage kitchen capacity - ensuring meal prep is staggered and manageable during peak times. This avoids overwhelming the kitchen and ensures guests receive their meals promptly, even during conventions or sold-out nights.
Pre-Order Functionality
Guests, particularly early-rising corporate travellers, love the ability to pre-order breakfast the night before. Kitchen staff are prepped with advance orders from as early as 5:30am, allowing for smoother operations and better guest service.
Custom Marketing & Visibility
The hotel promotes mobile ordering via:
QR codes on bedside tables and in-room TVs
Digital signage throughout the property
Staff reminders at check-in
Pull-up banners in the lobby
This wide visibility ensures high guest adoption, especially among business travellers who value speed and convenience.
Staff Satisfaction
IRIS has not only improved guest experiences - it’s been a win for staff too. Tips have increased with the higher volume of orders, and the system removes the pressure of upselling or remembering modifiers during busy shifts.
Flexible and Future-Ready
The platform is easy for the team to manage, with backend flexibility to mark items as “popular,” add new pairings, or customise operational hours based on guest demand - ensuring optimal performance and service delivery.
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