Westin Resort Nusa Dua, Bali - IRIS mobile dining
Hotel Overview
The Westin Resort Nusa Dua, Bali is a contemporary, five-star resort in Bali, Indonesia offering family hotel amenities and business-friendly event spaces. With wellness being a top priority at this luxury hotel, guests can recharge at one of six resort restaurants ranging from family casual to upscale; indulge in a revitalising treatment at the Spa or relax by the freshwater pools or white sandy beach of Nusa Dua.
Located next to Bali International Convention Centre, the hotel also offers 30 meeting rooms and event venues with 10,500 square meters of space.
Hotel Requirements
The team were keen to implement a digital solution to boost F&B guest spend and improve the guest experience
The hotel wanted to operate more sustainably, remove clutter and reduce costs
The team wanted an app that would give them the flexibility to relay the most up-to-date information to guests and make changes as and when it was required. Paper directories and menus were expensive to replace when changes were needed.
Solutions Installed
Mobile Dining - for the pool area, beach and In Room Dining
“If you want to improve your performance, enrich the guest experience, and maximise revenue potential across your F&B outlets, then the IRIS platform is the tool for the job. I would advise other F&B Managers to take a look, put the time in, and you’ll see the rewards.
We need to stay competitive and offer guests the digital experience they’ve come to expect in their daily lives and they’ve seen in other hotels so we need to keep innovating and offering exceptional experiences to boost loyalty and spend.
By enabling guests to effortlessly order food and drinks (and access information) from their smartphones across many places in our resort, it has helped us streamline our processes, improve our service and double our revenue.”
Benefits
30% increase in average guest check
Average guest checks are 30% higher with digital ordering compared to traditional, call down orders. The digital menus contain enticing photos of all items and have complementary upsells (like sides and drinks) against many of the dishes, which tempt guests to order more per transaction, driving up revenue. Sales of items like local wine and beers have risen since they’ve been added as a recommended accompaniment to a dish.
The hotel caters for all guest’s needs and still offer waiter service if the guest so requires it. However, the guest preference is now digital ordering, with less than 10% of guest orders being placed with waitstaff, even in the VIP and premium suites.
Faster service, doubled order volumes
Customer wait times have reduced as mobile ordering eliminates the point of taking the order – guests self-order as soon as they’re ready and their requests go direct to the kitchen to be fulfilled.
Ticket times have therefore halved, and the outlets can handle more demand without compromising on quality, which in turn delivers more revenue and more satisfied guests.
By automating the order-taking process, staff can focus on fulfilling the orders and interacting with the guests. Human error has also been minimised so mistakes have been eliminated, boosting order accuracy.
As such, the hotel has doubled its order volume and revenue in the first 6 months of going live and this is set to continue as its popularity and familiarity increases.
Halved calls - Staff resources saved
With the popularity of mobile dining taking effect, calls to the front desk (to manually place orders) have reduced by half and freed up staff time. This reduces their dependency on order taking and improves the guest service.
Increased orders across multiple locations, inc. pool & beach areas
With mobile dining allowing guests to order from anywhere on the property, the hotel has expanded its revenue potential by offering this service in the pool and beach areas. These locations typically pose challenges for traditional ordering due to limited sightlines and added steps in the service process.
Previously, waitstaff would take 2-3 orders in one go and then input into the POS – not only would this prolong delivery times for guests, but the kitchen would also receive multiple orders in one go.
Now, guests scan the QR codes placed at every seat and order what they want, when they want it. Orders are fulfilled seamlessly by the kitchen staff and delivered direct to the guest’s location adding more comfort and convenience to their stay.
Real-time menu updates & upselling
The ability to easily edit menus in real-time means staff can add and amend content as and when required e.g. when there are seasonal menu changes, new photos, if an item is no longer available or they want to promote a high-margin item.
The team also have the flexibility to add and amend hotel information like opening hours, activities etc., all at the click of a button.
Seamless access via QR codes
With QR codes placed in guest rooms, the beach area and the two pool areas, guests can conveniently access the menus and place an order from their smartphone, at their own leisure, without the need for staff presence.
The team have promoted the QR codes in visible locations (in elevators, around the foyer and on room keys) and have got creative – they have added easy to scan QR codes on wooden blocks made from recycled chopsticks as a novel way to attract attention to the digital menus and drive uptake. Guests just add their location to their order and the waitstaff deliver it directly to them.
Heightened guest information
The digital guest directory provides guests with a one stop shop to access a range of useful information on the hotel and its facilities. With guests expecting information to be instantly available on their smart phones, this acts as the ideal platform to relay the most up-to-the-minute information on the resort facilities, reservations, events, wellness activities, weather, opening hours and the Bonvoy loyalty programme.
It provides a connection to guests wherever they are in the property and provides the hotel with a more sustainable, cost-effective alternative to paper directories (which were previously only available in guest rooms).
Reference tool for staff
The app provides associates with a useful reference tool for information on the hotel facilities, services and menus. They can refer to the app to answer guest queries and are confident that the information provided is accurate and up to date.
The language on the app can also be switched to Russian and Chinese, ideal for their overseas guests to comprehend the content in their native language.
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