IRIS, a leading provider of digital F&B and guest experience platforms has been selected by The Landmark London, one of the capital’s most iconic luxury hotels, to enhance its in-room dining operations, improve service efficiency, and deliver a more seamless ordering experience for guests.

In the heart of London’s fashionable Marylebone, this deluxe five-star hotel has a stunning glass-roofed 8-story atrium with towering palm trees, luxurious bedrooms and suites, and an award-winning restaurant.

With an increasing demand for convenient and intuitive digital services, The Landmark London sought a solution that would allow guests greater control over their stay while maximizing F&B opportunities. IRIS Mobile Ordering was chosen to help the hotel modernize its offering, overcome communication barriers, and support its team with a more streamlined operational flow.

Martina Cervenakova, In Room Dining Manager at The Landmark London, commented on the impact of the new system, “IRIS Mobile Ordering has made an immense difference to the way we operate. It not only gives our guests more confidence and control when placing orders, but it also frees up the team and allows us to handle significantly more volume.

There was one shift where we had over 100 orders come through - both via phone and digitally - and we genuinely wouldn’t have managed if it wasn’t for IRIS. The system is faster, more accurate, and helps us deliver a better, more seamless service to every guest.”

Empowering guests through mobile ordering

Mobile Ordering presents guests with an additional ordering option - particularly its high volume of overseas visitors, including many Arabic-speaking guests, who may feel less comfortable placing orders over the phone in English. Digital ordering removes this friction entirely, enabling guests to browse menus, customise their selections, and place orders with confidence.

For the hotel team, IRIS brings significant operational advantages. Orders are received with greater accuracy, there is less time spent on lengthy phone calls or managing queries, and staff can handle more orders simultaneously.

Driving efficiency, sustainability, and revenue growth

To boost adoption, the hotel introduced QR code gold cubes in each guest room as an elegant, multifunctional QR touchpoint linking to menus, hotel information, spa details, restaurant guides, and more. This digital-first approach removes the need for multiple printed materials, supporting the hotel’s sustainability objectives while also reducing cost and manual upkeep.

Since adopting IRIS Mobile Ordering, the hotel has experienced:

• Higher average guest spend on digital orders

• Increased ordering capacity, with digital and phone orders managed in tandem

• Significant time savings for staff, with digital orders flowing automatically to the kitchen

• Faster service, with orders instantly routed to the POS and kitchen teams

• Greater operational efficiency, freeing staff to multitask and support preparation during high-volume periods

• Improved guest satisfaction, with reduced wait times and a smoother ordering journey

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Guests can also personalize their orders with notes to the kitchen, ensuring a more tailored experience.

Marcus Bird, Head of Commercial at IRIS added, “We’re thrilled that this magnificent hotel has chosen IRIS to be their Mobile Ordering partner. The Landmark London continues its commitment to meeting modern guest expectations while enhancing its internal capabilities. This partnership with IRIS is a strategic step toward more personalized, efficient, and revenue-generating in-room dining experiences and we look forward to building on this initial success for future growth.”

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