IRIS Partnership with Mandarin Oriental Delivers 54% Growth in Mobile Ordering, Enhancing the Guest Experience

Luxury hotel group reports significant boost in F&B spend and operational efficiencies following deployment of IRIS’ digital ordering platform across its portfolio

IRIS, the global market leader in digital F&B and guest experience solutions for hotels, has announced outstanding year-on-year growth with Mandarin Oriental, one of the world’s most luxurious hotel operators. Over the past year, Mandarin Oriental saw F&B room service revenue increase by 54% and orders grow by 39% through the IRIS platform, highlighting the power of digital innovation in elevating luxury dining experiences.

IRIS mobile ordering is currently live in 20 Mandarin Oriental hotels across Europe, the Americas and Asia Pacific, primarily powering room service and, where applicable, poolside ordering, with plans for further rollout across the group.

In addition to the growth in orders and revenue, the platform has enriched the guest experience, streamlined operational processes and reduced delivery times to support swifter turnaround times and payments.  

Peter McKenna, F&B Systems Manager at Mandarin Oriental comments: “Demand for digital experiences is accelerating across hospitality. As a luxury operator, we are committed to anticipating these evolving expectations and exceeding them at every touchpoint.

"From the outset, our brief to IRIS was clear: deliver a consistent, intuitive ordering experience to guests across the group. IRIS has delivered on this vision and more, elevating the guest experience while driving measurable growth in orders and spend.

"Over the last 10 years, we have worked with IRIS to scale our digital ordering service not just in terms of the number of hotels, but also in terms of functionality and guest user experience, enabling guests to personalise orders in a much more sophisticated way, especially with language and upsell settings. This approach has supported our colleagues to deliver a more guest-centric service. We look forward to extending the benefits of enhanced mobile ordering to more guests and colleagues moving forward.”

Mandarin Oriental’s F&B team selected IRIS in response to increasing guest demand for a more innovative, consistent and intuitive mobile ordering experience.  Seamlessly embedded within the corporate Mandarin Oriental app, it provides direct access to the hotel’s range of digital menus. Guests can browse, order and pay at a time that suits them, and can personalise and modify their order according to their preferences.

From a staff and operations perspective, the IRIS platform directly integrates to both the hotel’s POS and PMS systems to manage orders swiftly, accurately and securely. This frees up staff to focus on delivering high service standards, while enabling the hotel to manage higher demand and maximise revenue.

Marcus Bird, Head of Commercial at IRIS adds: “The results are proof positive of not only the impact mobile ordering can have on revenue but also how successfully it supports both the guest and staff experience by building engagement, efficiencies and loyalty.

"These capabilities provide a powerful foundation for driving both immediate and long-term growth in orders. The last decade has been transformative for Mandarin Oriental, and we look forward to delivering greater success across its portfolio in the months to come.”

To see examples of IRIS success with Mandarin Oriental please see the case studies below:

https://www.iris.net/articles/mandarin-oriental-munich

https://www.iris.net/articles/mandarin-oriental-savoy-zurich-mobile-ordering

https://www.iris.net/articles/mandarin-oriental-beijing-shenzhen

For more information on Mandarin Oriental please visit: mandarinoriental.com

For more information on IRIS or to request a demo please visit iris.net/demo