W Barcelona - Mobile Dining solution
“We’re delighted with the 60% increase in average check size with mobile dining and to be able to offer guests a seamless, efficient means of ordering and accessing information.”
Hotel Overview
W Barcelona is a 5-star hotel offering a combination of luxury and comfort in each of its 473 fabulous guestrooms and suites. Located on the beachfront along the famous Barceloneta Boardwalk, each room provides panoramic views over the Mediterranean Sea and the city of Barcelona. Whatever guests are craving, the hotel’s in-room dining service offers a world of culinary delights brought to the guest’s door.
“Guests appreciate the ease and efficiency of serving themselves and enjoy the convenience of being able to access information wherever they are, in their own time – they are fully in control of their experience.
The IRIS app is a convenient and holistic tool that ensures guests have all the information at their disposal and the ordering/booking process is as seamless and enjoyable as possible.
The sector can be a little resistant to change but this app is remarkably intuitive, boasting a user-friendly interface that’s easy to navigate and manage.
Considering the increase in guest spending through online orders, it’s undeniably delivering a substantial return on our investment.”
Hotel Requirements
The hotel wanted to offer a modern, efficient digital ordering experience e.g. the ability to order online via a mobile device, in addition to being able to call an order in.
They wanted to provide guests with an effortless, uninterrupted stay that’s enjoyable and comfortable - a hotel app with digital ordering satisfies this ethos.
Solutions Installed
Mobile dining – for in-room dining (and at the Salt Beach Club in 2024)
Benefits
60% increase in average guest spend
Since deploying digital dining, 35% of all F&B room service orders are now placed digitally and this accounts for 46% of all revenue.
With the ease of ordering and the wide range of delectable dishes and drinks on offer (with options to personalise your selection and add a message to the chef), the average check from Mobile dining is 60% higher than regular checks.
Reduced resources for front desk and F&B teams
In-room dining reduces the workload for the Whatever/Whenever team who previously took all room service orders over the phone. It frees up their time so they can focus on other aspects of their role and enhances guest service, particularly during peak times when phone lines are congested, eliminating the need for guests to wait on hold to place an order.
It also assists the In-room dining team, allowing them to concentrate solely on preparing and delivering orders more efficiently.
Enhanced guest experience
The app is popular with guests who find it easy to use and intuitive. They appreciate the efficiency and simplicity of self-serving and ordering from the comfort of their own device, particularly during peak times when waiters are busy.
The hotel promotes the app (accessible via QR codes) when the guest is checking in. They are satisfied that they’re doing everything they can to provide guests with information on hotel facilities and services in the most convenient way possible.
Easy access to hotel and local area information
With the digital guest directory, guests can easily access information on the hotel facilities, fitness classes, special events and what’s on in the local area. Additionally, guests can download a range of newspapers and magazines, book appointments at the Spa, barber and Tattoo Studio, and view information on the hotel’s services and sustainability policies.
A wealth of information is clearly visible and accessible in the palm of the guest’s hand, wherever they are in the property or local area.
More sustainable and practical
The digital app offers a more cost-effective, sustainable alternative to traditional paper menus and directories, which frequently require replacement due to damage, wear and tear, or menu updates.
The hotel can simply edit and add information online as and when required without the costly and inconvenient job of re-printing and replacing material in all 473 bedrooms.
Easily editable
The team find the platform easy to amend and keep up to date when they need to add new menu items, upload complementary items to dishes or change the opening hours, for example. As a result, the app is always accurate with correct information at no extra cost.
Multi-lingual
With the language-switching feature, every item has been translated and available in both English and Spanish, allowing guests to effortlessly switch the content to their preferred language with a single click. This ensures a consistent experience for guests, regardless of their nationality.
Reduced customer wait times with POS integration
With the direct integration to Micros, the kitchen receives a ticket as soon as the guest has placed their order. This streamlines the ordering process, minimising customer wait times and eliminating the additional step where a call agent has to manually upload orders for the kitchen.
Scalable
The hotel will be extending digital dining in 2024 to their Salt Beach Club – guests will be able to access digital menus via QR codes printed on the sun beds. They will be able to place their order, have a dip in the sea and return to their lounger with their order waiting for them!
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