The Ritz-Carlton New York, NoMad
“With online ordering, order volumes and guest spend are 20% higher than we’d budgeted for so the ROI is significant. We wouldn’t have it any other way!”
Hotel Overview
With 250 luxurious hotel guestrooms and suites, and 16 penthouse residences, The Ritz-Carlton New York, NoMad features bold design, legendary restaurants and bars, and immersive experiences. Guests can enjoy unforgettable arts, family-friendly attractions, world-class shopping and innovative food and beverage from Michelin-starred chef José Andrés.
Hotel Requirements
The hotel is a flagship Ritz-Carlton hotel with a distinctive, modern vision to suit today’s travellers. To satisfy the rise in digital usage and to operate more sustainably, the hotel have gone paperless in the bedrooms so needed an online app for guests to access guest information and order room service.
Solutions Installed
Online F&B Ordering (for 24-hours in-room dining)
Guest Directory
“The way that technology has moved, we manage everything on our phones, so we must go with the times and offer our guests a digital experience.
The app has simplified staff and guest processes, streamlined communications, and exceeded guest expectations which is reflected in the high scores we get in our guest satisfaction surveys.
As a flagship property, we pursue luxury in a different direction and mobile dining was the obvious choice to satisfy this ethos and it has worked perfectly – order volumes and guest spend are far higher that we’d budgeted for so the ROI is significant. We wouldn’t have it any other way!”
Benefits
Huge Revenue Generator
The hotel is consistently generating c. $50,000 per month and processing over 500 orders through the IRIS app. In just 9 months, the hotel has already over-achieved their annual budget.
Live in 48 Hours
The platform was built from the ground up and was easy to implement. The staff loaded the platform with content (menu, hotel information etc) and integrated it with Micros to provide a seamless connection, all within 48 hours.
20% Higher Guest Spending
As guests have got the time to peruse the menu, scroll through the items in their own time, compare prices (a bottle of wine versus a glass of wine for example) and add upsells, the average guest spend is 20% (c. $15) higher than orders via the operator who tend to process smaller checks.
Ease of Use for Guests
High app usage and preference for online ordering (compared to ordering over the phone) demonstrates how convenient and easy to use the app is. There are no paper menus in the rooms, the QR codes present the only means of ordering room service. This is proving popular amongst guests who are now familiar with using their own devices to manage their stay.
It’s useful for international guests too as the app has a language module so guests can view the online menu in their native language which makes it far easier to understand.
Photos really help to tempt the guest and showcase what a meal looks like especially dishes that guests might not be too familiar with.
Guests Are In Full Control
The IRIS platform gives back control to guests, especially those guests who don’t like to call down to the Front Desk. The ability to browse the online menu in their own time, order when they like and how much they like, on their own device is a winning formula for guests.
Guests can pre-order their meal to arrive in their suite at a specific time (after their morning run for example), time-poor corporate guests can place orders around their schedule and late-night guests can order items for when they arrive.
It not only saves them time, but guests spend more.
Time Saver for Staff
With 60% of in-room orders being processed online, the PBX (guest experience team) spend less time answering calls and taking orders and can spend more time with guests. They can answer questions, provide advice, and upsell more, overall providing guests with a more enhanced and personal experience.
Staff find the platform easy to use and with orders going straight to Micros POS, manual processes are reduced, orders are delivered quicker and accuracy is heightened.
Easy to Edit and Update
The platform is flexible and easy to edit in just a couple of clicks. The restaurant is operated by a third party who regularly changes the menu to reflect seasonal and locally sourced ingredients.
Staff find it simple to make these menu changes and synchronise them with Micros EPOS to ensure the information is the same on both platforms.
Customisable Options for Guests
With guests ordering online, they can now select their delivery times, specify add-ons and include direct messages for the hotel staff, thereby receiving a more accurate and personalised service.
Guests also have full visibility – they can view their order, make sure it’s correct and see how much they’re spending.
Convenient Ordering Pre-Arrival
Guests who check-in on their phones ahead of arrival, can pre-order before they get to the hotel, so their order is waiting for them when they get to their room. Useful for guests who arrive late at night and want dinner on arrival or for guests to pre-order Champagne for their room.
Easy Access Hotel Information & Quick Answers
Guests have direct access to an array of information and reservations in the palm of their hands – useful for when they’re out and about in the city. The app contains information on hotel facilities, meetings and events, policies, and access to restaurant and spa bookings.
With guest services available online, guests can get answers quicker and on the go, wherever they may be.
More Sustainable
The hotel operates digitally and paperless as much as it can – by eliminating paper menus and directories in rooms, the hotel is saving paper, reducing printing costs and operating more sustainably.
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