Resort and theme park hotels, USA
“Digital ordering enables us to access more guests and serve more covers which has helped us increase guest spend by 20% and achieve record sales. We’re also cutting costs and saving resources.”
Hotel Overview
Discover the superior service and luxurious facilities at these award-winning hotels and resorts that are located next to a world-leading theme park in the US. The resorts feature 17 spectacular restaurants and lounges, five pools, a white sand beach, two health clubs, nearby golf and a beautiful Spa.
Resort 1 - a 12-story hotel with 756 luxurious guest rooms, 8 restaurants and lounges, and an open-air pool area with private cabanas.
Resort 2 – a 27-story hotel with 1,514 luxurious guest rooms, including 124 well-appointed suites, 10 restaurants and lounges, and 4 sparkling pools, with private pool cabanas.
Resort 3 - a 14-story hotel with 349 luxurious guest rooms, 4 restaurants and lounges, and a scenic pool area.
“The ability to touch more guests and provide a more direct route to ordering has helped us serve more guests, increase guest spend by 20% and achieve record sales.
By taking away the middle man, we can be more efficient, deliver the orders quicker and provide a more optimum service to guests.
We’re also cutting costs and saving resources – we no longer need to print menus off or have a member of staff to cover the phones and take orders, they can now focus on delivering the order and providing a more personal guest experience.”
Hotel Requirements
The hotels set up mobile dining during the pandemic - it enabled them to adjust and adapt, and keep generating revenue whilst adhering to contactless measures. It proved so successful that they expanded the platform to serve other areas of the hotel.
The hotel noticed a different kind of guest demand after Covid – guests wanted more convenience with dining and less interaction with waiting for staff. They also recognised that some guests were still uncomfortable dining in restaurants and preferred a contact-free experience.
The hotels felt they were missing potential revenue F&B opportunities and wanted to reach more guests – mobile ordering satisfied these requirements.
Solutions Installed
Mobile Dining (for pool areas and in-room dining)
Benefits
Reach ALL guests
The hotels place QR codes on over 500 lounge chairs in the pool decks, providing guests with easy and direct access to the digital menus where they can order a range of food and drinks. There’s no need to wait for a server - guests hit the QR code and order away!
The pool decks are so large it’s time-consuming to serve all the guests and cover such a large area in person in a timely and efficient manner.
QR codes are also in the bedrooms (displayed on the TV), again enabling guests an easy means to order in-room dining.
10-15 minutes saved per order
Previously waiters at the pool area took orders from guests and went back to the terminal to manually input the order. Invariably, they would get stopped by other guests on the way back wanting to place orders, so it would take a while for the kitchen to receive everything.
Now, orders are processed more efficiently online and sent directly to the kitchen to start being prepped. Guests’ waiting time is reduced, and they receive their orders in a more timely fashion.
100% Increase in Sales at Pool
Sales at the pools have doubled year on year thanks to their ability to reach more guests and serve more covers than ever before – they did over 800 covers on one day last year which has never been done before mobile dining. The specially curated menu provides food and drinks items that meet guest demand and are simple for the hotel to fulfil on the scale – canned cocktails are a particular favourite!
Not only is the hotel generating more revenue and value, but they’re also providing their guests with a more efficient and fulfilling service.
20% Increase in Average Guest Check
Guest spending per cover has increased with guests generally ordering more online (‘guilt-free’ ordering) compared to conventional room service (i.e. when they had to call an order in). The average check value per guest across all hotels [with mobile dining] is 20% higher than before.
Integrated with EPOS
The online ordering platform is integrated with the Point of Sale, so orders go straight to the kitchen to be processed and are fulfilled and delivered to the guests more efficiently. With a quicker turnaround time and the new meal packaging (the meals are in customised take-out bags with to-go silver which help keeps the food warm and in perfect condition), in-room dining sales have improved as a result.
Efficient Service
They are now processing orders more efficiently than ever before – previously they were delivering in-room orders one at a time. Now with the increase in orders, they can consolidate orders and take up numerous orders in one go, streamlining operations, delivering orders quicker and providing a better quality service.
Enhanced Guest Experience
By providing guests with the option of contactless ordering, improving turnaround times, and enhancing the quality of their food order, they are elevating the guest experience and appealing to and catering for all their guest’s needs -whether they are families, couples or transients.
Easy to Edit
The platform is easy to edit on the fly - they change the menu at the Beach Club regularly and do so with ease. They upload one-off specials to the In-room dining menu to reflect special events (like pasta dishes when the marathon is on) or what’s going on at the nearby theme park.
Tidy Pick-up Service
The hotel supplies a QR code for guests to select a ‘Pick-up’ option where they can request their rubbish and dirty plates etc. to be collected from their rooms. Guests place everything outside their room and the staff are notified – this helps keep rooms clear and the corridors clean and tidy.
