HEI Hotels & Resorts has announced a strategic partnership with IRIS, the global provider of mobile F&B and guest experience platforms, to deploy mobile ordering across its growing portfolio of properties. Following a successful rollout in 20 hotels, the collaboration is set to accelerate HEI’s digital transformation and enhance operational efficiency, guest satisfaction, and food & beverage revenue.
A Smarter Way to Serve
The IRIS platform enables guests to browse, order, and pay for F&B items from multiple touchpoints, ranging from room service and coffee shops to poolside lounges and event spaces. A marked increase in impulse purchases, especially in unmanned areas, and a significant reduction in manual workload for staff was observed.
“IRIS provides us with the perfect tool to capture more revenue and more orders,” said Chaitan Mugili, General Manager at The Westin Riverwalk San Antonio. “Guest spend is up, service is faster, and our teams are happier.”
Proven Impact Across Properties
- The Gwen, Chicago saw a 20%+ boost in average transaction value
- The Westin Riverwalk San Antonio reported a 46% increase in guest spend
- Westchester Marriott expanded its F&B footprint by 33% and now processes 127% more orders with the same staffing levels
“Mobile ordering has been an outstanding addition to our guest and staff experience,” said Jason Sundberg, Director of Restaurants and Bars at The Gwen. “It’s driven significant F&B growth and guest satisfaction.”
Strategic Growth and Operational Excellence
HEI Hotels & Resorts, known for managing top-tier brands such as Marriott, Westin, Le Méridien, and Hyatt’s Unbound Collection, views the IRIS platform as essential to both day-to-day operations and long-term growth strategy.
“The improvements to our guest experience have been phenomenal,” said Aliya Kritzler, Group VP of Food and Beverage & Lifestyle Brands. “IRIS has helped us evolve our mobile ordering offer in line with staff and guest feedback.”
Real-Time Insights and Scalable Innovation
The IRIS platform also provides hotel teams with a live reporting dashboard, enabling real-time adjustments to menus, pricing, and stock levels. This empowers staff to manage increased order volumes without compromising service standards, while delivering a more personalised and efficient guest experience.
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