Glasgow Marriott’s playbook for boosting room service revenue by 24% with IRIS mobile dining

IRIS, the market leader in digital ordering and guest experience solutions, has partnered with the Glasgow Marriott Hotel, one of Scotland's largest and busiest hotels, to boost its room service revenue by 24% year-on-year and fulfil demand for digital-first guest experiences. The deployment of IRIS Mobile Ordering and Digital Guest Directory solutions underscores the hotel’s strategy to deliver a seamless guest experience, drive sales and improve operational efficiency.

Part of the Kingfisher Hospitality Group, the 303-bedroom Glasgow Marriott Hotel selected IRIS Mobile Ordering, fully integrated with Oracle Micros POS, alongside the IRIS Digital Guest Directory to meet rising guest expectations for digital convenience and reduce the administrative burden. Guests can browse menus, order room service, access hotel information and discover local recommendations directly from their own smartphones via QR codes in guest rooms or through the Marriott Bonvoy app.

"IRIS has become an integral part of our operation with 80% of our room service orders now coming through the platform. Both guests and staff find it incredibly easy to use. We've seen significant growth in revenue and orders year after year, while also becoming much more efficient operationally,” said Bence Banati, Director of Operations, Glasgow Marriott Hotel.

“The reliability of the system is particularly important for us. As a busy hotel, we need complete confidence that orders will reach the kitchen and guests will receive exactly what they've ordered, and IRIS consistently delivers that."

By replacing traditional phone ordering with a mobile-first experience, order volumes have grown by 23% and it has transformed the efficiency of its room service operation. Orders flow directly into the kitchen POS, removing manual order entry, reducing errors and allowing the hotel to operate room service with fewer resources while freeing staff to focus on delivering exceptional guest service.

The four-star hotel continues to optimise guest spend through intelligent merchandising, using promotional tags, featured menu items, high-quality imagery and targeted upselling recommendations that encourage guests to add complementary items or upgrade their purchases.

Guests also benefit from the flexibility to pre-order breakfast, allowing kitchen teams greater visibility of demand while providing a more convenient experience for travellers with early departures or busy schedules.

Darren Panto, Senior Account Manager at IRIS, adds:

"Hotels are under increasing pressure to deliver exceptional guest experiences while operating with leaner teams and finding new ways to grow revenue. Glasgow Marriott Hotel is an excellent example of how the right technology can achieve both.

By digitising room service and guest communications, the hotel has created a smoother experience for guests, significantly improved operational efficiency and unlocked measurable commercial growth. The results show that mobile ordering has become far more than a convenience feature; it's now a proven revenue driver that supports both guest satisfaction and operational excellence."

Beyond food and beverage, the IRIS Digital Guest Directory has enabled Glasgow Marriott to eliminate printed guest directories and room service menus entirely. Guests now have instant access to hotel facilities, local recommendations and important hotel information on their own devices, while hotel teams can update content, promotions and menus in real time without requiring technical support.

For more information, please get in touch with IRIS here.

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Kate Fuller

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