IRIS, a global leader in digital F&B ordering solutions for hospitality, is delighted to partner with InterContinental New Orleans to reimagine its room service experience, transforming it into a digitally driven, modern operation to satisfy guest’s thirst for mobile convenience and compete against third-party delivery providers.
IRIS is enabling the 484-room upscale property (part of IHG Hotels and Resorts) to become more resourceful, streamline service delivery and drive more revenue – all while maintaining the high standards of hospitality expected by both business and leisure travellers.
The operational challenge
Prior to implementing IRIS, the hotel relied heavily on traditional phone-based room service ordering. One team member was dedicated exclusively to answering calls throughout the day and evening, creating high labour costs and limited operational flexibility.
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Frequent staff turnover meant employees were often unfamiliar with menus, leading to ordering inaccuracies and guest dissatisfaction. At the same time, paper menus required print runs of up to 500 copies for every update, creating unnecessary cost and inefficiency.
Competition from third party delivery platforms such as Uber Eats and DoorDash added further pressure, particularly given the hotel’s central location and the abundance of nearby dining options.
A digital solution that protects revenue and enhances service
The hotel deployed IRIS Mobile Ordering, enabling guests to order room service digitally via QR codes from the comfort of their rooms. Orders flow directly into the POS and are verified through the PMS, ensuring speed, accuracy and operational efficiency.
Guests retain the flexibility to order by phone if preferred, ensuring inclusivity while encouraging digital adoption.
Matthew Rogers, Assistant General Manager at the hotel added: “IRIS mobile ordering has transformed how we manage room service. It’s removed inefficiencies, reduced errors, and allowed us to reallocate staff into more guest-facing roles.
Our guests appreciate the convenience, and it’s played a direct role in maintaining our high satisfaction scores.”
Significant labour savings and smarter resource allocation
With digital ordering in place, the hotel no longer requires a dedicated staff member to manage room service calls. Team members previously tied to the phone have been redeployed into front desk and guest facing roles, improving service delivery while reducing labour pressure.
Orders now move directly into the POS system, eliminating manual input and virtually removing inaccuracies caused by menu unfamiliarity.
Menu updates are also managed instantly online – items can be removed or adjusted in real time without costly print runs or operational disruption. This reduces waste, lowers costs and ensures guests always see accurate, up to date offerings.
Enhanced guest satisfaction and greater choice
Guests value the speed, ease and flexibility of ordering digitally. Pre-ordering options for breakfast and dinner allow meals to arrive exactly when required, supporting both guest convenience and kitchen efficiency.
Providing digital ordering alongside traditional methods ensures that all guest types are catered for while aligning with evolving expectations around self-service technology.
Competing confidently with third party delivery apps
By offering a seamless in-house digital ordering experience, the hotel can better compete with external delivery platforms and retain valuable F&B revenue.
Meals are prepared on site, delivered fresher and faster, and handled less than off-site alternatives. In a competitive dining market like New Orleans, this has become a crucial advantage.
A flexible platform with future growth potential
With IRIS in place, the hotel is exploring further enhancements, including richer imagery and upselling features to maximise F&B performance. QR codes on menus and welcome letters continue to drive awareness and adoption.
For InterContinental New Orleans, IRIS Mobile Ordering has delivered measurable operational efficiencies, protected revenue and strengthened guest satisfaction.
As hotels navigate labour challenges and rising delivery competition, this success story demonstrates how digital room service can modernise operations while preserving premium service standards.
Discover the full case study here to see how IRIS can support your property.
For more information about the IRIS platform or to request a demo, please visit https://www.iris.net/demo.
Guest Contributor
2026-02-24 00:51:00