What metrics do you track for IRD today? Is time still a factor?

Well, the Capture ratio is a very important tool to plan our IRD operations. On the other hand, Menu engineering is done yearly or sometimes before that which helps us with menu designing & we succeed to serve our customers trendy concept menus with quality food & beverage while showcasing value for the price that they pay.

Time of course is the most important factor in every aspect of in-room dining, Time is like the heartbeat of IRD operations. 

In the coming time, we also plan to introduce Vserve (a software that tabulates & tracks Time, efficiency & scopes)

With all-new tech tell us what you use for your IRD?

The idea is to showcase a convenient and luxurious experience to our guests. Goodbye, bulky menus and awkward phone calls as ordering room service will soon be identical to how we use other food delivery applications.

We will soon offer the web-based food ordering app “MyMenu” for both desktops and mobile devices. Guests have the option to scan a QR code located on their working table to access this menu. From there, all they have to do is select their favourites from the menu, mention special instructions, hit a few buttons, and track their delivery. 

What is so special about your IRD?

Everything we do has a dash of love, pinch of passion and care for our guests.  In many cases, it is simple but meaningful gestures and handcrafted food & beverage amenities such as in-room cocktail amenities with personalised recipes and messages or chocolate art amenities inspired by local art & culture, which helps us to bring special attention to each guest amongst a sea of travellers. This, in itself, is a modern & tangible luxury.

Celebrations of birthdays, anniversaries, honeymoons, etc. are elevated to a new level with our concept of a Unique Dining Experience in unique locations across the property making for picture-perfect moments, complemented by butler service during the stay.

Ultimately, a hotel doesn’t have to go to extremes to differentiate its service. Instead, it’s about going the extra mile to get to know guests, recognize their preferences and provide them with a home away from home. 

What do you think IRD will look like in the coming years?

Adoption of modern & digital technologies will make the guests contact limited which on the other is being appreciated at the present moment by the guests. To overcome this limitation, we have to be more active on the floor to meet our guests & understand their experience.

Should they require any assistance, we would need to proactively connect with them to resolve the same. Offering digital menus, payments options and auto-delivery tracker applications that allow guests to order food for their rooms is an example of how we can practice social distancing while maintaining guest satisfaction in the current scenario.

Digital communication between guests and the IRD team will keep us physically separated but virtually connected.