How Mobile Ordering by SABA Hospitality increased Amora Sydney’s Average Order Value by 35.4%

FOOD & BEVERAGE

Amora Jamison Sydney Hotel rolled out the SABA Hospitality solution to enable guests to view property information on their own mobile devices, allowing them to digitally order F&B and other services.

Why it matters: Amora Hotel Jamison Sydney was surprised on how well the solution performed: average order value increased by more than 30%, time per order decreased, guest feedback improved, and staff love the new tech as it helps them by freeing up time to focus on meaningful guest interactions.

The SABA Mobile Ordering module revolutionizes the way guests place orders, offering a seamless and convenient experience. Guests can easily browse menus, customize their orders, and make payments directly from their own mobile devices. The system streamlines operations and reduces costs, making it an essential tool for hotels and resorts. The SABA Digital Compendium Module digitizes traditional paper-based compendiums, providing a dynamic and engaging guest experience. With features such as PDF and link uploads, guests can easily access menus, price lists, and activity & class schedules on any device.

Top 3 Core Objectives: The hotel was looking to elevate the guest experience by offering a digital solution for guests to manage all aspects of their stay.

Digital Solution: The hotel wanted to meet the increasing guest preference to manage the hotel journey via a personal mobile device and provide guests with a digital solution on which to order food and drinks and view valuable information during the stay.
Progressive Web App (PWA): A web-based platform to maximize the digital uptake was required and to heighten the guest experience and in-room dining revenue.
Digital Compendium: The hotel also wanted a solution to showcase the facilities and services offered and to provide an easy and efficient way for guests to request additional amenities and other requests.

"The SABA Hospitality digital platform is a critical component within our overall guest engagement strategy. It plays a vital role in fulfilling and serving guest orders, helps us elevate service levels, drives our F&B revenue, and provides our guests with a single centralized location to get all the information required for an enjoyable stay. Digital engagement platforms become ubiquitous across Australia, with guests demanding new ways to control their own journey. It was therefore necessary for us to reflect this digital demand in our hotel, which has led to higher rates of guest spending and increased guest satisfaction. As well as enhancing our overall guest journey and boosting loyalty, the SABA Hospitality solution has streamlined operational efficiency and helped mitigate the impacts of staff shortages."

Abhishek Sinha

Executive Assistant Manager

Innovators Mentioned

Amora Hotel Jamison Sydney

SABA Hospitality

Abhishek Sinha

Executive Assistant Manager

Amora Hotel Jamison Sydney

Michael Thom

Director of Food & Beverage

Amora Hotel Jamison Sydney

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👍 Executive Assistant Manager Abhishek Sinha said that The SABA Hospitality digital platform is essential for enhancing guest engagement, driving F&B revenue, and improving service levels by providing guests with centralized information, ultimately leading to increased spending, satisfaction, and operational efficiency.:

"The SABA Hospitality digital platform is a critical component within our overall guest engagement strategy. It plays a vital role in fulfilling and serving guest orders, helps us elevate service levels, drives our F&B revenue, and provides our guests with a single centralized location to get all the information required for an enjoyable stay. Digital engagement platforms become ubiquitous across Australia, with guests demanding new ways to control their own journey. It was therefore necessary for us to reflect this digital demand in our hotel, which has led to higher rates of guest spending and increased guest satisfaction. As well as enhancing our overall guest journey and boosting loyalty, the SABA Hospitality solution has streamlined operational efficiency and helped mitigate the impacts of staff shortages."

⚖️ The selection process: During their research process, Michael Thom evaluated SABA Hospitality's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that SABA Hospitality was the best fit solution:

Director of Food & Beverage Michael Thom said, about their decision: "The impact on our F&B operations has been significant. Revenue is up, costs are down, and we are more efficient."

📈 The results: The hotel was able to substantially increase the average order value, save time, enhance guest experience and staff feedback.

35.4% Increase in Average Order Value With guests fully in control of their orders (ordering when and what they want from their own devices), and the in-built upselling mechanics, the average guest spend on room service orders has increased from $32.50 to $44 (a 35.4% increase) when compared to traditional phone orders. “The impact on our F&B operations has been significant. Revenue is up, costs are down, and we are more efficient” says Michael Thom – Director of Food & Beverage
Time Saved – 3-5 minutes per order and 1 staff member per night As the SABA Hospitality Digital Ordering solution is interfaced with the Micros Point-Of-Sale platform, orders placed from the guests own mobile device are passed directly to the POS and printed in the kitchen. This entire process is automated, allowing orders to be fulfilled quicker and more efficiently, and freeing up the guest service team to engage in high-value guest interactions. “We usually have 1 staff on each night (depending on occupancy), whereas when phone was being utilized prior to SABA’s implementation, we required at least 2 staff every night to man the phone. It definitely saves us between 3-5 minutes each order.” says Michael Thom – Director of Food & Beverage
Showcase the Hotel’s facilities While the main focus was on a digital dining initiative, The Amora Sydney wanted more than just an F&B ordering platform – they wanted to showcase and promote the hotel’s facilities to cross-sell and drive sales in other areas of the property. They experienced a significant uptake in on property promotional activities steaming from the increased visibility the platform provided to the marketing department.

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