Hotel Covington Increases Average Check Size by 15% With Canary’s F&B Mobile Ordering

OPERATIONS

Hotel Covington, an independent lifestyle hotel in Covington, Kentucky, increased its average room service check by 15% with Canary's F&B Mobile Ordering, while AI Guest Messaging delivers instant, personal service and the Canary platform gives the team full visibility into every digital guest interaction.

Why it matters: Combining historic charm with modern sensibility, Hotel Covington offers 114 guest rooms and 53 apartment-style suites and welcomes a mix of business travelers, families, wedding parties and event attendees.

To build a more engaging guest experience, the property adopted a suite of Canary solutions, including F&B Mobile Ordering, AI Guest Messaging and Dynamic Upsells. General Manager Justin Ham shared how these products replaced disconnected systems, streamlined order fulfillment and helped bolster the hotel's status as one of the area's premier properties.

Top 3 Core Objectives: Hotel Covington wanted to remove friction from room service, grow F&B revenue, meet guests' preference for fast and personal communication, and replace disconnected systems with a single source of truth.

Streamline order fulfillment: Eliminate the manual handoff where room service orders went through the front desk before reaching the F&B team, which slowed service and pulled staff from higher-value work.
Increase F&B spend: Make it easy for guests to browse, customize and add items — including creative packages and drink specials — to grow average order size.
Unify the guest journey: Replace disconnected systems with one platform so staff stop switching between software and can find the information they need, while offering instant, personal guest messaging.

Innovators Mentioned

Hotel Covington

Canary Technologies

Justin Ham

General Manager

Hotel Covington

"In just a short time, the average check has increased by 15%. It makes a significant difference when it's easy for people to add that extra cocktail or glass of wine."

Justin Ham

General Manager

👍 General Manager Justin Ham said that Canary's F&B Mobile Ordering made it easy for guests to add items, increasing Hotel Covington's average check by 15%.:

"In just a short time, the average check has increased by 15%. It makes a significant difference when it's easy for people to add that extra cocktail or glass of wine."

⚖️ The selection process: During their research process, Justin Ham evaluated Canary Technologies's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Canary Technologies was the best fit solution:

General Manager Justin Ham said, about their decision: "Before, we had different systems that weren't cohesive. By using Canary, we were able to eliminate a lot of that. It helps us make better business decisions, increase our revenue and better serve our guests at the same time."

📈 The results: With Canary, Hotel Covington increased its average room service check by 15%, routes orders directly to the restaurant with real-time status updates, answers every guest question instantly by text, and has real-time visibility into every digital guest interaction.

15% increase in average check size from F&B Mobile Ordering, driven by packages and drink specials surfaced in the order flow.
Orders now route directly to the restaurant instead of through the front desk, with AI Guest Messaging sending guests real-time status updates.
One platform with real-time visibility into every digital guest interaction, helping the team make better business decisions and deliver a cohesive guest experience.