For many guests, lounging by the pool is one of the highlights of a hotel or resort stay. They expect nothing less than seamless service, whether it’s ordering a refreshing cocktail or enjoying a light snack.
However, traditional poolside F&B (Food & Beverage) service, which relies on waitstaff taking orders and delivering them, could be faster and more efficient. This diminishes the guest experience and puts unnecessary strain on staff.
In this blog post, we’ll explore how mobile F&B mobile ordering can revolutionize poolside service, making it faster, more efficient, and ultimately more enjoyable for guests.
The drawbacks of traditional poolside F&B service
Picture this: waitstaff zigzagging around the pool like overworked bees, jotting down orders, and hustling back with trays of food and drinks.
While this method can work, it often leads to delays, especially during peak times when the pool area is crowded. Guests may wait too long for their orders, dampening their enjoyment and leading to frustration.
For staff, this approach could be more efficient.
Waitstaff must walk back and forth between the pool area and the kitchen or bar, taking time away from more valuable tasks such as attending to guest needs or maintaining the pool area.
Actions like charging the customer don't add any value, especially nowadays when a mobile ordering system can handle it more quickly, effectively, and conveniently for both the customer and the employee.
The benefits of mobile F&B Ordering Systems
Mobile F&B ordering systems allow guests to place orders directly from their smartphones or tablets without waiting for a server.
These systems can be integrated with the resort’s existing mobile app or offered as a standalone service.
Key benefits of mobile F&B ordering include:
- Faster service: Orders are instantly transmitted to the kitchen or bar, reducing wait times and ensuring guests receive food and drinks more quickly.
- Improved staff efficiency: With fewer orders to take manually, staff can focus on higher-value tasks, such as providing personalized service or managing the pool area.
- Enhanced guest satisfaction: Guests enjoy the convenience of ordering at their leisure without needing to flag down a server or wait in line.
- Increased revenue: The ease of ordering may encourage guests to order additional items, boosting overall F&B sales.
- Serve in unattended areas by placing QR codes: Even with staff shortages, putting QR codes in unattended areas allows guests to easily place orders by scanning them. A waiter can then promptly serve the area, enhancing efficiency and guest satisfaction.
Case Study 1: Kimpton Vividora Barcelona
Located in Barcelona’s Gothic Quarter, the Kimpton Vividora Hotel faced challenges familiar to many in the hospitality industry: a staff shortage and the need to provide seamless service in every corner of the hotel, including their amazing rooftop with 360 views of Barcelona.
The hotel implemented a mobile ordering system that revolutionized its service model, addressing these challenges head-on.
With the introduction of the Ordering PRO functionality, guests at Kimpton Vividora can now place orders from anywhere in the hotel, including their poolside, using a simple QR code.
This reduced wait times and allowed the hotel to maintain service quality even with limited staff.
Jorge Más-Yebra, Hotel Director, emphasized the impact:
"We were losing revenue by not being able to serve at the pool 24/7. With Ordering PRO, we addressed this gap, and now, even if waitstaff isn’t available, guests can still enjoy timely service."
The results were remarkable. The hotel saw increased revenue, reduced wait times, and an overall boost in guest satisfaction.
Más-Yebra adds:
“STAY helps us decompress situations of frenetic activity. It makes our lives easier, aids us in our day-to-day operations, and enhances the guest experience.”
Case Study 2: Barceló Hotel Group
The Barceló Hotel Group, known for its commitment to innovation and guest satisfaction, faced a similar challenge.
With properties spread across Europe, the Middle East, and Africa, Barceló needed a solution to streamline operations, reduce environmental impact, and enhance the guest experience. They turned to STAY, which they’ve partnered with for over seven years, to achieve these goals.
In 2021 alone, Barceló saw 438,000 unique users and 203,000 transactions facilitated through STAY. One example is the Barceló Conil Playa hotel, where implementing STAY's mobile F&B ordering system around the pool area was transformative.
Each of the 200 poolside hammocks was equipped with a QR code, allowing guests to order drinks and food directly from their mobile devices.
Álvaro Montalvo, Barceló’s Ancillaries & Innovation Project Manager, highlighted the benefits:
"With STAY, we can deliver food to our guests more comfortably and faster."
This system improved guest satisfaction and optimized staff efficiency by eliminating the need for waitstaff to manually take orders.
Additionally, by integrating smartwatches into the process, staff received instant notifications of new orders, ensuring prompt service and reducing the margin for error.
Implementing Mobile F&B Ordering in your resort
To successfully implement mobile F&B ordering at your resort, follow these steps:
- Select a mobile ordering platform: Choose a platform that integrates with your existing POS systems and offers a user-friendly interface for guests.
- Train your staff: Ensure that staff are fully trained on the new system and understand how to assist guests with placing orders.
- Promote the service to guests: Use in-app notifications, signage, and staff communication to inform guests about the new service.
- Monitor and adjust: After launch, monitor the system’s performance and gather feedback from guests and staff to make necessary adjustments.
Conclusion
Mobile F&B ordering represents a significant advancement in poolside service for luxury resorts.
As demonstrated by the successes at Kimpton Vividora and Barceló Hotel Group, these systems can dramatically improve the poolside experience. They allow guests to place orders conveniently and reduce the burden on waitstaff.
By embracing this technology, your hotel or resort can elevate guest service, increase F&B revenue, and ensure that every moment of a guest’s stay is as enjoyable as possible.
