Westin Kierland Mobile Ordering Cuts Calls, Boosts Spend

The Westin Kierland Resort & Spa has shifted the majority of its room service to digital platforms, reducing manual processes and freeing staff for higher-value guest interactions. More than 60% of room service orders at the Scottsdale resort now come through the IRIS Mobile Dining platform. Digital ordering has significantly reduced calls and eliminated manual order entry. Guests browse menus, customise selections, and pay directly from their own mobile device, with orders automatically transferring into the resort's MICROS POS system.

Previously, staff took room service orders by phone and manually entered them. Breakfast pre-orders were managed using traditional door hangers distributed and collected daily from all 735 guestrooms. That process has moved online, removing the need to print, distribute, and collect hundreds of paper slips. Staff now have more time to focus on preparing and delivering orders. Guests can schedule breakfast through IRIS, with orders sent directly to the POS ready for the kitchen team.

Operational gains and revenue growth from IRIS Mobile Dining

Since implementing IRIS Mobile Dining, the resort has seen increased digital order volumes, higher guest spending, and streamlined menu management. Mobile ordering revenue has increased year-on-year. Guests are spending more when ordering through the IRIS platform. Digital breakfast pre-ordering has saved the team countless hours.

The food and beverage team can quickly update menus, pricing, imagery, and promotions through the IRIS platform. This agility supports the resort's extensive range of dining, golf, pool, and spa facilities. Digital order volumes have risen consistently.

Expansion plans and industry validation

Building on proven success, the resort plans to extend mobile ordering across more services. The property promotes online ordering through branded bedside QR codes, providing guests with instant access from their smartphones. The Westin Kierland is part of the Host Hotels & Resorts portfolio.

Mladen Kuljanin, the Director of Restaurants at The Westin Kierland Resort & Spa, oversaw the deployment for in-room dining and pickup from the Faro & Brag restaurant. Graham Rushin, Deputy CEO at IRIS, endorsed the resort's approach. "The Westin Kierland is a great example of the impact digital ordering can have behind the scenes, particularly at a resort of this scale," Rushin said. The resort plans to extend mobile ordering further across the property following its success with in-room dining and breakfast pre-orders.