The Laylow, Autograph Collection (Pyramid Hospitality)- IRIS mobile dining
Hotel Overview
Nestled in the heart of Waikiki, The Laylow, Autograph Collection (part of Pyramid Global Hospitality) offers a blend of modern luxury and convenience, catering to business and leisure travellers alike.
The hotel has multiple dining options, including a Coffee Bar and the award-winning Hideout Restaurant, serving island-inspired cuisine in a stylish setting. To enhance guest convenience, streamline operations, and drive additional revenue, the hotel turned to IRIS’ mobile ordering platform - first for grab-and-go, and then for in-room dining.
Challenges
The hotel initially introduced mobile ordering to provide a contactless and digital service, allowing guests to conveniently place grab-and-go orders from the Coffee Bar or Hideout Restaurant.
Following the success of grab-and-go, the hotel expanded mobile ordering for in-room dining, ensuring a seamless and efficient room service experience for all guests.
Solutions Installed
Mobile Dining - for grab-and-go ordering from Hideout and the Coffee Bar, and for in-room dining
“IRIS mobile ordering has been a game-changer for our hotel. Guests love the ease of ordering, and we’ve seen a noticeable increase in revenue with the upselling capabilities of the platform.
With fewer manual processes, it has significantly reduced the workload for our front desk and kitchen teams, allowing us to deliver a faster, more efficient service.
The flexibility of digital menus has also saved us time and money - we can update menus instantly rather than reprinting them. We’re excited to continue leveraging this technology to enhance our guest experience and continue to meet evolving guest expectations while optimising operational efficiency.”
Benefits
Tripled revenue
F&B revenue from digital ordering has tripled year on year thanks to higher guest spend per transaction compared to phone orders. Guests are more likely to add sides, upsells, and premium selections when presented with visual menus and recommendations.
Order volumes have also increased by over 200% year on year as guests find it easier and quicker to self-serve and place orders via QR codes, resulting in more frequent purchases.
No lost revenue opportunities – Even when Hideout is fully booked, guests can still enjoy the same award-winning menu via room service.
Operational efficiency
Staff time is freed up as front desk teams no longer need to manually take orders, allowing them to focus on in-person guest service.
With the seamless integration with the POS system, orders go direct to the kitchen, ensuring smooth kitchen operations, fewer errors, and faster service.
Enhanced guest convenience
Mobile ordering has reduced friction and touchpoints, offering a smooth and efficient service.
Guests no longer have to call down, wait on hold or queue at the front desk to place an order, improving their overall experience and reducing wait times, especially at peak times.
Guests that are time-poor and need to leave early in the morning (government contractors or corporate guests for example) can pre-order and pick up their order on the way out to save time and effort.
Personalised guest experience
Guests can modify their orders, add notes to the chef, and filter allergens with ease, personalising their order to their exact specifications.
First-class culinary experience – Whether dining at Hideout or via in-room ordering, guests receive the same high-quality menu and service.
Maximised uptake with strong QR code visibility
The hotel markets its mobile ordering service exceptionally well, ensuring guests are aware of it and know how to access it e.g.
Welcome letter mention – Guests are introduced to mobile ordering in pre-stay communications and upon check-in where the front desk encourages guests to use the service.
TV screen and website – QR codes and information reinforces visibility.
Social media reinforcement – Instagram showcases guests enjoying in-room dining, inspiring others to do the same.
Menu flexibility & cost savings
The hotel team can update menus in real-time without incurring the cost of reprinting menus.
New dishes, add-ons, and chef’s specials can be uploaded instantly, ensuring the menu remains fresh and enticing.
Previously, any menu change required reprinting 251 new menus, a costly and time-consuming process.
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