The Westin Hotel at The Domain choose IRIS to modernise its F&B ordering processes
The Texas hotel digitises its F&B operations to improve service delivery, drive profitability and reduce labour costs.
IRIS, the global provider of digital F&B and guest experience platforms, has been selected by The Westin Austin at The Domain to provide an online F&B ordering platform and digital guest directory.
The 4-Diamond award-winning hotel, located in north Austin, Texas, offers 346 guestrooms and suites and provides delicious cuisine from its on-site American Grill restaurant.
“Modernising operations and digitising F&B processes were vital for our hotel,” said Dijana Kapsarev, Restaurant Manager at The Westin at The Domain. “We needed to move away from traditional in-room dining [where guests had to phone their orders through] to online ordering as it was more efficient for both staff and guests and it has enabled us to improve sales and provide a seamless experience for guests.”
With guests self-ordering on IRIS’ flexible mobile dining app, it saves staff time and reduces labour costs. The hotel no longer allocates a staff member to answer calls and manually upload orders – they now have one person to manage orders instead of three, which has helped address and overcome the current labour shortages. Staff can focus their time and energy on delivering the orders and providing a more enjoyable service to guests.
Additionally, with all the orders being managed online and tickets going straight to the kitchen to be processed, the F&B operations are more efficient, and customer wait times have been reduced.
“It was simple to deploy and the IRIS implementation team, especially Catalina Furtuna, was so knowledgeable and patient, taking me through all the steps to go live,” continues Dijana Kapsarev. “The training sessions and the IRIS online support portal made it easy to understand how to create new items, upload menus and add new categories.
I have really enjoyed setting up the platform, and it has resulted in a happy boss, happy employees, and happy guests!”
The seamless online F&B ordering platform boosts revenue with higher order volumes, average guest spend and upsells. Guests enjoy using the app which is evidenced by the high guest satisfaction score the hotel now gets. The digital guest directory provides guests with a wealth of hotel and local area information in the palm of their hands, wherever they may be on the property.
About IRIS
IRIS is a global market leader in digital F&B ordering, guest directory and concierge solutions for hotels, working with many of the world’s leading chains including Marriott, Hilton, Mandarin Oriental, IHG and Four Seasons.
IRIS empowers Hotels and F&B leaders to do what they do best: increase revenue, look after their teams, and provide an outstanding customer experience.
Their flexible hospitality platform enables hotels and restaurants to provide a truly digital ordering experience to their guests, making it easier and faster for guests to browse, order and pay for items and services across multiple outlets.
Since 2010, thousands of hotels on every continent across the world have used IRIS’s mobile, tablet and web app technology to boost additional revenues by 20% on average.
