Mobile ordering has fast evolved from a convenience to an expectation. Guests increasingly want the freedom to order when and how they wish, and hotels are reaping the rewards. From higher guest spend to smoother operations, mobile ordering has become an essential ingredient in delivering modern, seamless hospitality.
IRIS, the global provider of mobile F&B and guest experience platforms for the hospitality sector, has reported a 42% year-on-year increase in mobile orders across its client base. Drawing on insights from over 4 million orders (processed annually through their platform from a sample of 2,000 participating hotels worldwide), IRIS unveils trends that reveal how guest habits are shifting and how hotels can harness these insights to drive profitability.
Personalisation enables hoteliers to accelerate upsell revenue
Guests are increasingly customising their meals, showing a strong preference for control and personalisation. Popular features include:
- Allergen and preference filters to tailor meals safely
- Order modifications such as bread type or cooking style
- Personal notes for the kitchen team
- Multi-language options so guests can view content in their own language
These small touches translate to big wins for hotels. Guests are more engaged – and more likely to spend extra. Upsells on sauces, sides, alcoholic beverages, and protein additions were among the most popular, helping hotels boost average order values significantly.
In-room dining remains popular whilst mobile ordering also extends appeal to wider outlets
In-room dining and room service remain the top-performing outlets for mobile orders, confirming their enduring appeal. Solo travellers, families and corporate guests enjoy the comfort and privacy of dining in-room – and they’re willing to spend.
Last year, IRIS’ largest single mobile order exceeded $1,500 with one hotel processing over 8,000 orders in a single month. This highlights how effortless ordering can directly translate into increased guest activity and revenue.
Alongside this, increasingly properties are growing the number of mobile ordering outlets across their hotels, providing guests with a consistent, convenient service irrespective of location.
The top five most popular outlets for mobile ordering are:
- In-room dining
- Pool bars
- Lobbies / reception
- Cafes/coffee shops
- Restaurants
New revenue streams: Grocery & amenity ordering on the rise
Hotels are diversifying their service offering beyond traditional dining. IRIS data shows that amenity and grocery ordering (where guests pre-order groceries, amenities and toiletries before or during their stay) is gaining momentum.
IRIS’s largest grocery order this year reached almost $500, highlightingthis innovation satisfies guest demand and enables hotels to generate incremental revenue pre-arrival.
And whilst hotels are getting creative with menu items and often replicating the choices that are in their main restaurants, the top 5 most ordered items last year stayed as burgers, coffee, soft drinks, fries and juice!