IRIS, a global leader in digital F&B, guest directory, and concierge solutions for hotels, is thrilled to announce that The Westin Resort Nusa Dua, Bali has achieved record growth in guest orders and a 30% increase in average guest spend after implementing their mobile ordering and e-compendium platform, outperforming traditional in-person orders.
In the first six months of deployment, the team now processes 90% of orders through the app, compared to 10% of in-person orders, driving growth in order volumes, halving ticket times, and increasing revenues across the resort.
A contemporary, five-star resort, The Westin Resort Nusa Dua, Bali offers family hotel amenities alongside business-friendly event spaces, catering to both leisure and business guests. There is a choice of six restaurants, ranging from family casual to upscale. Wellness is also a key focus and guests can indulge in a revitalising treatment at the Spa or relax by the freshwater pools or white sandy beach of Nusa Dua.
Throughout the resort and to reflect its 5 star service offer, the hotel team were keen to implement a digital solution that would not only enrich the guest experience and increase guest spend, but also enable them to operate more sustainably, omitting the need for numerous hard copy menus throughout the resort and to support staff to deliver a more efficient service.
IRIS Mobile Dining solution was selected for its pool area, beach and in-room dining, all high-volume areas and popular with guests for F&B orders, and the IRIS Guest Directory was implemented to supply guests with information on the hotel and its facilities.
Both solutions have delivered a host of benefits in the first six months of implementation. In particular, across mobile dining, guest cheques are 30% higher compared to traditional, call down orders. The digital menus feature complementary upsell items and photos of the items, all of which contribute to a growth in spend.
Commenting on the results, Jadan Sheive, Executive Assistant Manager F&B, Westin Resort Nusa Dua said, “If you want to improve your performance, enrich the guest stay and maximise the revenue potential across your F&B outlets, then the IRIS app is the tool to do it. I would advise other F&B Managers to 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 that 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 at a number of places across our resort, it has helped us streamline our processes, improve our service and double our revenue.”
Across the pool and beach areas in particular, easily accessible QR codes at every seat means every guest can place every order immediately, without the need to wait to flag down a member of staff, again driving order volumes and revenues.
As a direct result of guests now adopting a more automated, self-order approach, order processing and speed of service have increased – calls to the front desk are lower and customer wait times have reduced, delivering higher guest satisfaction levels and less pressure on staff.
Alongside the F&B mobile ordering solution the digital Guest Directory enables guests to access the most up-to-date information across the resort, from managing reservations to spa opening times, accessing resort maps and the Bonvoy loyalty programme, all at a time and place most convenient to them.
Graham Rushin, VP Sales and Marketing, IRIS added, “It has been incredibly rewarding to see how enthusiastically both guests and staff have adopted mobile ordering across the resort. Westin Resort Nusa Dua has a wealth of luxury services and facilities available for both leisure and business guests.
To be able to support key aspects of its service offer in realising their operational and revenue potential with the added support of F&B mobile ordering and the Guest Directory is testimony to both of our customer success team and the team at the hotel who have been so committed to its implementation. We look forward to continuing to work with the team and growing their staff and guest satisfaction and revenues even further in the future.”
Read more on the IRIS and Westin Resort Nusa Dua, Bali success story here.
For more information on the hotel please click here: Resort in Bali | The Westin Resort Nusa Dua, Bali (marriott.com)
For more information on IRIS or to book a demonstration, please click here.
