Le Méridien Pasadena Arcadia
“Average guest spend has seen a notable increase, as guests are inclined to indulge more online than in-person.”
Hotel Overview
Located in the epicentre of Arcadia, 13 miles northeast of Los Angeles and close to Santa Anita Horse Racetrack, Le Méridien Pasadena Arcadia (part of Aimbridge Hospitality) has 233 thoughtfully designed hotel rooms and over 14,000 square feet of stylish event space.
Guests can enjoy multiple cuisines from their Melange restaurant which offers New American fare with flavours from around the world, available to order online as part of their Mobile dining app.
“Mobile ordering has significantly elevated our F&B revenue and enhanced guest satisfaction. The streamlined QR code process and user-friendly app ensures swift and convenient navigation for guests - akin to UberEats, but with shorter wait times and a fresher, superior culinary experience!
The app is not only time-saving for both guests and staff, but also combines the best of both worlds in terms of efficiency, customisation and convenience. Additionally, average guest spend has seen a notable increase, as guests are inclined to indulge more online than in-person, further highlighting the success of this digital approach to ordering.”
Hotel Requirements
The hotel wanted a solution that would help them manage and increase F&B orders for leisure and corporate guests, especially during peak times when they were fully occupied.
The hotel wanted to provide a modern, digital F&B ordering experience that was paperless and environmentally friendly.
Benefits
24% Increase in F&B Revenue YoY
F&B revenue via the app has risen 24% year on year and the volume of mobile dining orders has increased by 18%. This growth is a testament to guests becoming more accustomed to digital ordering, the popularity of menu items, and the ease in which room service orders can be placed.
Labour Saving
The hotel has been able to halve the number of staff usually required for managing room service orders. The app enables the hotel to be more resourceful with staff - depending on how busy they are, they can reallocate resources and task staff with working the floor, being a server in the restaurant or delivering the food – wherever there is a requirement.
Furthermore, they don’t need staff waiting by the phone in case an order comes through.
High Guest Spend Online
Guest spending is higher on average with online orders, especially during peak times such as the Breeders’ Cup horse race. Guests are more comfortable ordering in their own time, from the comfort of their own devices – they don’t feel judged, they can order as much as they like and can add on a range of additional items and condiments to their order.
The digital menu is the same as that of the hotel restaurant so there is no difference in menu items and availability, and it gives guests the option to enjoy the food in their room if the restaurant is full.
Convenient, Personalised Ordering Experience
Guests enjoy the seamless means of ordering and the added benefit of being able to customise and personalise their order e.g. by adding complementary items, making edits, or sending messages to the chef.
Most guests appreciate the limited interaction required with digital ordering and have always got their cell phone readily available for seamless and effortless ordering.
Reduced Customer Wait Times
With orders going direct to the kitchen POS to be prepared, customer wait times have halved – previously taking 30 minutes, they now take approximately 15 minutes, enhancing the guest experience and exceeding expectations.
Easily Accessible & Sustainable
QR codes are displayed on the credenzas in the guest bedrooms for guests to scan and instantly access the digital menus.
This has reduced the need for paper menus, and enabled the team to make easy edits as and when they need to upload a new menu item or amend some details.
The step-by-step guides on MGS are really useful, and the support from ‘Service Now’ (when you raise a ticket) is quick and efficient.
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