The Ritz-Carlton, Dubai - IRIS mobile dining & digital guest directory
The Ritz-Carlton, Dubai's digital guest directory
Hotel Overview
Nestled on a private beach, the Ritz-Carlton, Dubai is a luxurious resort that blends a relaxing intimate retreat with the opulence and vibrancy of Dubai. Spacious guest rooms and suites feature private balconies with luxury amenities and breath taking views of the Arabian Gulf, while 9 restaurants and bars present a wealth of culinary experiences.
Onsite recreational activities include water sports, archery, volleyball, tennis, and yoga along with 6 swimming pools, a Ritz Kids club and luxury Spa.
“In today’s digital age, where convenience and efficiency are paramount, the IRIS app has proven to significantly boost order volumes and drive increased revenue.
The a range of information and seamless ordering options available to guests across our property, not only leads to higher satisfaction levels and repeat business, but also helps us streamline our operations and become more efficient.
By integrating flexible digital solutions into our service offerings and meeting the unique needs of our tech-savvy guests, it has transformed the way we engage with guests, making it easier for them to enjoy memorable dining experiences and, in turn, driving substantial ROI for the hotel.”
Hotel Requirements
The hotel wanted to provide an streamlined, digital service to digital-savvy guests that aligned with their values of providing exceptional service levels and improved convenience.
The team wanted to maximise F&B sales in the most efficient manner possible -across their property - without compromising on service.
The hotel wanted to provide guests with up-to-the-minute, accurate information on their hotel and the vast range of services and amenities on offer.
Solutions
Mobile Dining - for the Splash Bar (pool area), Gulf Pavillion (beach) and In Room Dining
Digital Guest Directory
Benefits
Consistent, streamlined F&B operations across property
By providing access to mobile dining in the pool area, beach pavilion and bedrooms through a visible QR code placed physically in the areas, the hotel is providing comfort and convenience irrespective of where the guests are in the property.
This presents an efficient, consistent approach to guest services and operations throughout the hotel.
The direct integration to the POS system further streamlines the dining experience by sending digital orders direct to the kitchen to be processed. This thereby reduces customer wait times, and reduces errors or amendments across any of the processes.
Extended reach to all guests, on their terms
The IRIS app reaches guests in a way that suits them, whether they’re on or off the property. The digital format suits their technology savvy guests and fulfils their need for instant access to information and self-service ordering. This digital service helps boost guest satisfaction and minimises potential frustrations.
Providing guests with alternative of ways of placing an order (whether it’s digital or in person) also minimises the loss of potential revenue, as it acts as a faster tool for guests to place and receive products and services from the hotel.
Increase in online order volumes by 106%
Thanks to growing demand for mobile dining and the seamless nature of ordering, digital order volumes have increased by 106% year on year from their Gulf Pavilion, Splash Bar and In-Room dining outlets.
The wide variety of culinary options, the improved service, and the alluring way items are displayed with descriptions and imagery - along with digital-savvy users - have all contributed to this rise in digital ordering.
128% boost in guest spend and F&B revenue
The growing popularity of mobile dining amongst guests, who have become accustomed to the convenience and speed of digital ordering in all aspects of their daily lives, has led to a surge in F&B revenue of 128% year on year.
By offering a seamless and intuitive mobile ordering experience, the hotel has tapped into a growing trend where guests are more inclined to explore and indulge in a wider range of menu options. This ease of access not only encourages spontaneous orders but also leads to higher spending per guest.
An enriched guest experience
The efficient, adaptable nature of the IRIS app enhances the guest experience in the following ways:
Improved service times and reduced delays with the ability to take multiple orders simultaneously.
Visualised options of the items available to guests to peruse at their leisure.
Flexibility of changing the language to the guest’s preferred language enhances clarity, reduces language barriers, and ensures the information is easily understandable.
Ability to send the chef requests and messages - especially useful when conveying any sort of dietary requirement or food preference - and customise specific items (where applicable).
A balcony with a view
One of the suites
Seamless access to information
The digital platform provides guests with a level of convenience and comfort that surpasses traditional communication channels. For example, when placing an order it enables guests to see view their order history and see the items in their cart. Furthermore, it allows guests to plan their stay with exclusive insider-recommended activities, ensuring high engagement and increased visits to the facilities within the hotel.
Guests can access a vast array of information on the hotel services and facilities from the palm of their hand - from information on the Ritz Kids Club and meetings and events, to details on all the nine dining experiences and recreational services on offer.
Efficient and up-to-date editing
The IRIS app provides the hotel with the flexibility to upload and refresh the menu almost instantaneously. The team can effortlessly upload a new special of the day or highlight an item that requires greater visibility. This helps facilitate a more diverse and comprehensive product offering tailored to guests with different spending capacities.
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