Renaissance Newport Beach Hotel (Pyramid Hospitality)- IRIS mobile dining
Hotel Overview
Renaissance Newport Beach Hotel (part of Pyramid Global Hospitality) is situated in the heart of Orange County, California, and offers a luxurious and stylish retreat for both business and leisure travellers. Conveniently located near John Wayne Airport (SNA), the hotel provides easy access to Newport Beach, Fashion Island, Balboa Peninsula, and top corporate offices.
The hotel has 444 modern, elegantly designed guest rooms and suites, and their signature restaurant offers a blend of locally inspired cuisine and global flavours, available for in-room dining and at their outdoor pool with IRIS Mobile Ordering.
Challenges
Before implementing IRIS Mobile Ordering, the hotel faced several operational challenges that were affecting guest service scores and service efficiency:
Guests had to either call down or visit the restaurant to place orders.
Orders placed over the phone were occasionally missed, adding pressure to staff with front desk staff having to follow up with guests to clarify their orders.
Guest’s reliance on third-party delivery apps such as DoorDash and Uber Eats meant lost revenue to external vendors.
Solutions Installed
Mobile Dining - for in-room dining and at their pool deck
“IRIS Mobile Dining has gone from strength to strength for us. Our guests love the convenience, our team loves the efficiency, and the substantial revenue growth speaks for itself.
By embracing digital transformation and enabling guests to order food and beverages via their mobile devices, we’ve streamlined operations, improved guest satisfaction, and increased our average check size - all while making in-room dining a more seamless experience.”
Benefits
40% increased revenue & retained profitability
The average guest spend has risen by 35% with mobile dining, driven by the ease of ordering and visibility of additional items and upsells such as desserts, wine, and sides. This encourages guests to order more per transaction and boosts average check size.
Top line room service revenue has increased by 40% compared to pre-implementation figures.
The hotel has significantly reduced the use of third-party delivery apps, retaining more revenue in-house.
Enhanced efficiency and guest experience
With guests self-serving online, the ordering process is now smoother and more automated, reducing pressure on servers and freeing up their time.
Room service efficiency has dramatically improved, guests no longer have to wait on hold or experience unanswered calls.
Mobile ordering enables seamless and faster transactions, leading to higher satisfaction rates and adoption rates, with 80% of guests opting for mobile dining.
Guest engagement & marketing success
QR codes have been strategically placed throughout the hotel, including in rooms, on TV screens, at check-in, by the pool, in elevators, and on restaurant tables to provide guests with full visibility and easy access.
Guests find the system intuitive and convenient, bookmarking the ordering page for continuous use during their stay.
The hotel has creatively named menu categories, making them more engaging and attractive to guests.
Operational improvements
Orders go directly to the kitchen POS, leading to faster fulfilment and improved accuracy. The rise in pre-orders for breakfasts and dinners (for the following day) provides the kitchen staff with full visibility of upcoming orders, allowing for better preparation and efficiency.
The hotel now requires more in-room dining servers to handle the increased volume of orders. There is no longer a need for dedicated breakfast servers; any server can manage mobile orders efficiently.
Guests can customise their orders with modifiers, chefs’ notes, and special requests, improving personalisation and minimising follow-ups.
Seasonal menu changes are seamlessly updated in the digital system without reprinting costs, making the process more sustainable and cost-effective.
Support & future potential
The IRIS Online Support Portal has been instrumental in the hotel’s success and implementation, providing essential guides and assistance in navigating the system’s full functionality.
The hotel sees further opportunities to maximise F&B revenue by adding amenity ordering to its digital menus.
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