Mandarin Oriental Wangfujing and Shenzhen, China
“The IRIS app plays an essential role in fulfilling and serving guest orders which has helped us increase our F&B revenue by 120% and elevate the guest experience.”
Hotel Overview
Luxury 5 Star Hotel | Beijing | Mandarin Oriental, Wangfujing
The stylish hotel overlooks landmarks such as The Forbidden City and offers some of the largest rooms and suites in Beijing. The hotel is home to two restaurants and a bar, all of which open onto an expansive rooftop garden terrace. With an exquisite spa, a fitness centre and a pool, Mandarin Oriental Wangfujing provides the ideal intimate retreat for Beijing residents and visitors alike.
Luxury 5 Star Hotel | Futian | Mandarin Oriental, Shenzhen
All 178 luxury rooms and suites at Mandarin Oriental, Shenzhen, have stunning views that include glorious parks, soaring skyscrapers and the bustling Shenzhen Bay. The hotel is located on the upper floors of the 79-storey Upper Hills building in the prime Futian business district. It has eight restaurants and bars, a sublime spa, an impressive meetings and events space and a helipad.
“The IRIS app plays an essential role in fulfilling and serving guest orders – it helps us improve our levels of service, elevate the guest experience and boost our in-room F&B revenue to new levels which are only set to increase.
Mobile app usage has become ubiquitous across China so it’s essential for us to reflect this digital demand in our hotels which has invariably led to higher rates of guest spending as well as increased guest satisfaction.
As well as boosting guest satisfaction and loyalty, the IRIS app has helped us improve hotel operations and optimise staff resources.
We’re now looking forward to implementing the IRIS app in our new Beijing hotel.”
Hotel Requirements
The hotels wanted to meet the current guest demand of using phones to manage their stay and provide guests with a digital solution on which to order food and drinks and view the guest directory – to reflect the high app and mobile device usage across China.
The hotel wanted an app to heighten the guest experience and drive sales of in-room dining in their luxurious suites.
They also wanted a platform to showcase all the hotel facilities and provide a means of efficiently sending and fulfilling service requests online.
Solutions Installed
Benefits
Increased Demand for In-room Dining
80% of all in-room dining orders are processed through the IRIS app which reflects the popularity of the platform. The hotels will be increasing the number of menus available on the app to drive demand even further.
120% Boost in F&B Revenue
The number of orders for in-room dining in the Wangfujing hotel has soared by 113% year on year, delivering an increase in revenue of 120%. With guests fully in control of their orders (ordering when and what they want from their own devices), the average guest spending has also improved.
Seamless Digital Experience with the Chinese eco-system
As the platform is hosted locally in the cloud in China, the connection is seamless. The speed of delivery and the display of images/graphics has been optimised. The IRIS team has worked closely with the hotel’s IT team to eliminate any delays and provide uninterrupted, enhanced service to guests.
Positive Guest Feedback
Guests find the intuitive app easy to use - either on the iPad in their room or via their own device.
Showcase the hotel’s facilities
The hotels wanted more than just an F&B ordering platform – they wanted to showcase and promote the hotel’s facilities to cross-sell and drive sales in other areas of the property (the spa for example) and give guests the means to message the staff with any service requests they have.
Accessible via QR Codes
At the Shenzen Hotel, guests can easily access the app via QR codes that are promoted throughout the hotel, including on their TV screens in their rooms.
Time Saved - 10 minutes per order
As the app is interfaced with HotSOS, service request tickets are opened and distributed to the relevant team members to fulfil. As the process is automated, the requests can be fulfilled quicker and more efficiently (and within their agreed timelines), saving on average 10 minutes per request.
104% Increase in digital service requests
Service requests online have increased - by as much as 104% YO in the Wangfujing hotel, as guests (especially the younger generation) are more comfortable and familiar with making requests online than in person.
Multilingual
Guests can easily switch the language on the app so it’s in their native language -easier to read and provides a smooth guest experience which is great for international and Chinese guests.
Integrated with Infor HMS
Once guests have checked in, all their details are transferred to the IRIS app so the guest name and their preferred language is reflected on the iPad in their room.
Learn how to boost your F&B revenue with our free guide
Book a customised Demo to see what's possible for your hotel
For more information on Mandarin Oriental Wangfujin and Mandarin Oriental Shenzhen
