Westchester Marriott (HEI Hotels & Resorts)- IRIS mobile dining
Hotel Overview
The newly remodelled Westchester Marriott, part of HEI Hotels & Resorts, is known for its commitment to luxury, exceptional guest service, and innovative technology.
The well-appointed hotel near Tarrytown, New York, features 444 elegantly designed rooms and offers a range of dining experiences, including A La Carte in room dining and the patio area of the Crossings Bar and Lounge, a bustling outdoor space that thrives during the summer season.
Challenges
Westchester Marriott’s team had a strong technological vision, prioritising innovation and seeking a digital solution to enhance in-room dining and streamline the ordering process for guests at the Crossings Bar. The hotel wanted a platform that could:
Offer an efficient and contactless dining experience
Reduce labour costs while maintaining top-tier service
Maximise new F&B revenue centres and boost spend through digital upselling
Expand the hotel’s F&B footprint across the property and offer additional amenities to guests without requiring additional staff
Solutions Installed
Mobile Dining - at the Crossings Bar and for in-room dining
“We wanted to provide a high-tech, seamless ordering experience for our guests while maximising the efficiency for our team.
IRIS Mobile Ordering has exceeded our expectations and we’re already seeing remarkable results - reduced labour costs, increased revenue, and enhanced guest convenience. The adoption has been smooth, and our team appreciates how intuitive and efficient the platform is.
We’re excited to its capabilities further, including expanding mobile dining to new areas of the property to unlock our revenue potential even further.”
Benefits
Managing a 127% sales increase with existing staff levels
By offering mobile dining in the patio area of the Crossings Bar, the hotel has expanded the footprint of their F&B operations by 33%, allowing the hotel to serve more guests and increase revenue potential without additional resources.
The hotel has optimised its operational performance, successfully handling a higher volume of orders (digital orders have increased by 127% year on year) with the same staffing levels.
With guests self-serving on the digital app, the hotel eliminated the need for a dedicated order-taker at the front desk, reducing labour costs while maintaining a seamless service.
The platform enables the hotel to manage increased orders during peak periods like the summer and in October when guests visit the Land of the Sleepy Hollow during Halloween.
114% revenue growth & higher guest spend
Mobile ordering grew F&B revenue 114% year-on-year thanks to the ease of access and automated upsells.
Guests tend to spend more per transaction compared to phone orders, frequently adding sides, modifiers, and extras.
Groups, leisure travellers, and corporate guests appreciate the convenience and speed of service, leading to increased adoption.
Elevated guest convenience & accessibility
Guests can place orders directly from their rooms or at the Crossings Bar via QR codes.
Prominent QR code placements on TV screens, table tent cards, and elevators make access simple and intuitive.
Business travellers and leisure groups enjoy the seamless ordering process, allowing them to dine conveniently in-room before heading out.
At the Crossings Bar, guests have embraced the freedom of ordering at their own leisure, without needing to flag down a waiter or wait to be served. The positive feedback highlights how mobile ordering enhances their overall dining experience.
Staff adoption & operational success
Dining Room Attendants (DRAs) benefit from increased tips, as they facilitate more orders and make more food deliveries in an efficient and timely manner.
The team quickly embraced the platform, making it second nature to their operations. Employee engagement has been key, ensuring smooth adoption and continued success.
Easy-to-use & future-proofed
The restaurant manager, with no prior experience, found the platform intuitive and easy to configure.
Menu updates, including chef’s specials and new items, can be uploaded instantly without the need to reprint menus.
Sustainable solution - eliminating printed menus saves costs and reduces environmental impact.
Aligns with Westchester Marriott’s Four Pillars
IRIS Mobile Ordering seamlessly supports the hotel’s key pillars:
Supporting staff – Boosts efficiency, productivity, and gratuities for associates.
Financial performance – The app reduces labour costs and increases F&B profitability, adding to the bottom line.
Guest relations – Enhances the digital guest experience by offering a more convenient, timely and frictionless service.
Owner value – Creates an additional revenue-generating amenity without requiring extra resources.
Westchester Marriott’s commitment to innovation continues to elevate guest experiences and operational efficiencies, proving that embracing digital transformation leads to long-term success.
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