What the property reports
The Westin Kierland Resort & Spa in Scottsdale, Arizona reports that more than 60 per cent of its room service orders now arrive digitally. The figure comes from IRIS, whose Mobile Dining product the 735-room resort deployed for in-room dining and for pickup orders from its Faro & Brag restaurant. The property sits in the Host Hotels & Resorts portfolio. IRIS published the account on its own site on 29 September 2026.
How one order moves
A guest opens the menu on a personal phone, customises the order and sends it. The order transfers directly into the resort's MICROS point-of-sale system. Branded QR codes sit on the bedside tables, and IRIS prints the call to action as Scan to Eat Well. No employee types the order into the till.
What the manual steps cost
Before the change, staff took room service orders by phone and keyed each one into the point-of-sale system. Every order touched an employee twice. Breakfast ran a second manual lane: staff walked every floor each evening to distribute and collect door hanger cards across all 735 rooms.
Mladen Kuljanin, director of restaurants at The Westin Kierland, said the digital shift has significantly reduced calls, eliminated manual order entry and helped the team deliver a faster service. Graham Rushin, deputy chief executive at IRIS, put the arithmetic on the floor: multiply the calls answered, the orders entered and the breakfast cards collected across 735 guestrooms, and the staff time adds up. IRIS states the goal as fewer repetitive administrative tasks and more time on service.
Labour is the load-bearing number here
The adoption figure is the headline, and the labour line is the one an F&B manager can cost. A phone lane needs a person during service hours. A manual POS entry needs the same person a second time. A door hanger round needs staff on every floor after dinner. IRIS reports that the breakfast round is now digital, with guests scheduling breakfast through the platform and the order landing in the POS for the kitchen team.
The 60 per cent figure carries vendor and property attribution
IRIS prints the number in its own benefits block: more than 60 per cent of room service orders now arrive through IRIS rather than by phone. The property's own quote carries the same claim. The figure rests on the vendor's account and the property's quote.
IRIS states that call volumes fell. It does not state that phone ordering stopped, and 60 per cent leaves a phone lane open for the remaining orders. A property adopting the same tool should plan for a mixed channel and keep the phone staffing it still needs.
The commercial figures
IRIS attributes two further numbers to the deployment: 9.4 per cent year-on-year growth in mobile ordering revenue, and a 7.7 per cent increase in digital order volume. The vendor also reports higher average transaction values, with guests adding drinks, sides and extras inside the ordering flow. All three carry the same vendor-and-property attribution as the adoption figure. The resort plans to extend mobile ordering further across the property.
The order step inside a daytime block
A day-use or hourly block sells a room for part of a day, so one room turns over more than once and each turnover carries its own service window. A guest in a twelve-to-six slot who has to phone in a meal spends part of the paid window on hold. An operator that staffs a phone lane through every block pays that cost on each turnover of the same room.
A pre-order step moves the work outside the window. Breakfast scheduled through the platform reaches the kitchen before the block opens. A pickup order placed before the guest arrives puts the food and the block on the same start point.
What to measure
Track digital adoption rate, call volume, manual entry counts, average transaction value and breakfast pre-order volume. Weigh order errors against the manual-entry baseline, because IRIS names manual entry as a source of administration time and error potential. Compare the phone hours a property actually removed against the hours it kept, and price the result per room per block.
The vendor
IRIS describes itself as a global provider of digital food and beverage ordering and guest experience software for hotels. The account above is taken from IRIS's own pages.