Avaton Luxury Hotel & Villas: Offering Room Service In Style

Introduction

At Avaton Luxury Hotel & Villas, the guest experience doesn’t stop at the beach or the spa. It continues smoothly inside the room. While the resort offers a rich mix of wellness, dining, and on-site activities, many guests choose to spend a significant part of their stay within the resort itself. To match these expectations and modern guest habits, Avaton set out to elevate one key touchpoint: the in-room dining experience.

The introduction of SuitePad in-room tablets had a measurable impact on guest engagement and room service performance at Avaton Luxury Hotel & Villas:

LOOKING FOR A SUITABLE DIGITAL SOLUTION

For those guests who really want to relax in the comfort of their own room, the Avaton Luxury Hotel & Villas offers one of the finest room service menus in the southern Mediterranean. Despite offering this exquisite room service selection, the resort management saw room for improvement when it came to the ordering process for guests. In a world where most people are used to having the option of ordering everything through a digital platform, such as food ordering apps, online food shopping, and practically anything through delivery services like Amazon, the hotel felt the need to provide a similar level of service.

But what solution would best suit a resort that prides itself on providing the highest level of luxury? While hotel apps have become a popular choice for some hoteliers, requiring guests to use their own personal devices doesn’t fit in with the luxury ethos of the hotel, let alone the many drawbacks and limits associated with this option. The alternative is in-room tablets. After deciding that this was the best solution for providing guests with the luxury service they’ve come to expect at the Avaton Luxury Hotel & Villas, the management team found SuitePad.

ROOM SERVICE IN THE DIGITAL AGE

By far one of the most popular uses of the SuitePad by guests is as a booking and ordering platform. For the Avaton Luxury Hotel & Villas, SuitePads enable them to present their extensive room service menu in a way that is more appealing to guests than regular paper-based menus. By using high-quality images formatted to fit in with the SuitePad interface’s sleek design, SuitePads allow the Avaton to exhibit their food to guests without looking cheap or unwelcoming.

The navigation of the room service ordering interface also helps guests find what they want in a quick and easy way. For example, if they want to browse food that they might fancy, they can start by looking along the side panel which includes categories such as salads, sandwiches, starters, main courses, wines, and desserts. If guests already know what they want, they can use this navigation panel to find exactly what they want within a few seconds. It’s easy on the eye and makes the whole experience more modern and pleasant. In a world where customers demand a high level of convenience, this solution is providing exactly that for hotel guests.

Since we started using them, we have noticed that 30% of our room service orders take place through the tablets.

Natalia ChantziOwner & General Manager, Avaton Luxury Hotel & Villas

Streamlining every step from menu to kitchen

Continuing with the ordering process, once guests have decided what they want, all they need to do is click on their dish of choice to put it in the basket. When they have finished ordering, they just click on the check-out like they would with any usual online ordering service and the order is sent straight to the kitchen. Guests can charge the order to their room or pay for it then if they wish. This process is much more efficient than the traditional room service ordering process of calling down to the front desk and placing an order with reception who then forward this order to the kitchen. This way, the guest’s order is instantly started which reduces delays, enabling a much better guest experience and level of service.

Turning ordering data into menu strategy

One of the biggest benefits of using digital in-room tablets for room service orders is the ability to view ordering data and statistics through the SuitePad Backend. In an age when data is the most valuable commodity, the ability to analyze your guests’ room service ordering habits is priceless. Using this data, the staff at the Avaton are able to design their menu in a way that showcases some of the most popular dishes, driving orders and increasing revenues as a result. They are also able to offer specials on popular dishes or drinks if they so wish, again aiding in driving revenues for the hotel. SuitePad’s digital ordering service frees up front desk staff to provide a better front desk service. They don’t need to spend any more time waiting by the phones for room service orders to be placed as they know they will be going straight to the kitchen. When a dish is unavailable, they can add this notification to the menu or simply temporarily remove the option at the click of a button so there are no unexpected disappointments for guests when they place their orders. By streamlining the room service ordering experience in this way, the Avaton Luxury Hotel & Villas has been able to increase their yearly revenue from room service orders, with room service orders accounting for nearly 40% of the revenue provided through the SuitePads. This has made the SuitePad installation an integral part of the hotel’s overall revenue generation.