Recently at the NoVacancy Expo in Sydney, one message was clear: Online ordering is reshaping the hospitality landscape for both venues and guests. One of the key speakers, from Pro-Invest Group, shared valuable insights on how online ordering is boosting guest experience and operational efficiency in their hotels. Let’s break down the key takeaways and dive into why online ordering is a must-have for modern hotels.
Incorporating online ordering into hotel services—whether at rooftop bars, lobbies, or in-room dining—brings one thing to the forefront: guest convenience. Guests no longer need to wait in line or flag down a busy staff member. With a few taps on their phones, they can order their favorite cocktail, snacks, or even a full meal without leaving their seat. For hotels, this means fewer friction points and happier guests, who can relax and enjoy their stay without hassle.
One example shared by Pro-Invest was the use of online ordering at their lobby bar during peak periods. Guests can now order directly from their smartphones, skipping the wait. This not only boosts the guest experience but also results in faster service and fewer delays—something every guest appreciates after a long day of travel.
A common misconception is that online ordering is designed to cut down staff numbers, but Pro-Invest's strategy proves otherwise. The goal isn’t to reduce headcount but to make staff more efficient by freeing them from repetitive tasks. The speaker explained how this technology is reducing pressure on staff, allowing them to focus on providing exceptional service where it matters most.
This is especially important during quieter periods when hotels often operate with minimal staff. By leveraging online ordering technology, hotels can still offer fast, efficient service without overwhelming their team. It’s a win-win: guests get quicker service, and staff have less stress managing high-volume times.
One of the most exciting benefits of online ordering is the ability to drive bigger guest spends. The speaker at the NoVacancy Expo shared a story about how offering contactless ordering at their venues increased the average spend per guest. When guests are given an easy, seamless way to order more, they often do.
But it doesn’t stop there. Online ordering also gives hotels valuable data on what guests are buying—and what they’re not. For instance, Pro-Invest Group was able to quickly see that certain menu items, like a $32 lobster roll, weren’t performing as well as others. This allowed them to make data-driven decisions and tweak their offerings in real time, cutting down on waste and keeping menus fresh and profitable.
One thing that stood out from the discussion at the NoVacancy Expo was the need for balance. Not all guests are ready to go fully digital, and not all dining experiences are suited to online ordering. For example, Pro-Invest chose not to introduce online ordering at their fine dining restaurant, where the personal touch of a server is part of the experience.
It’s about giving guests choice. Whether they prefer to use technology for convenience or enjoy the traditional dining experience, hotels can cater to both by thoughtfully integrating online ordering where it enhances service, rather than replaces it.
The message from the NoVacancy Expo was clear: online ordering is here to stay, and it’s bringing real benefits for both hotels and their guests. Enhanced experiences, lower costs, bigger spends, and data-driven decisions make it a no-brainer for hotels looking to stay competitive in today’s fast-paced hospitality industry.
As the hospitality landscape continues to evolve, embracing these innovations will help hotels not only survive but thrive. Online ordering doesn’t just make operations smoother—it creates memorable experiences that keep guests coming back for more.
With HungryHungry's online ordering solutions, your hotel can unlock these same benefits. From in-room dining to lobby bar orders, our platform makes it easy for guests to order what they want, when they want, while giving you the tools to optimise service and grow revenue. Let’s work together to create the future of hospitality.