Caesars Looks to Mobile Tech to Raise the Hotel Guest Experience

Caesars had under-invested in the tech needed to support the hotel side of its business. Recently it has been playing catch up. Some of its experiments are innovative, such as mobile ordering for food at the lobby or by the pool.

27 February 2019

Caesars Entertainment's flagship product may be gambling, but lately the company's biggest bet has been on catch-up tech investments in hotel tech. The newsiest and most eye-catching of these has been its experiment in on-demand mobile delivery of food.

In the past three months, Caesars has been testing mobile ordering technology for food at eight properties nationwide, including the Linq in Las Vegas. The company is letting guests order food at designated locations around their properties that are public areas, such as lobbies and poolside decks, but that aren't restaurants or casino floors.

Guests sitting at, say, a lobby lounge, can order food from a hotel kitchen to be delivered to them on the spot. A guest can order through the Caesars mobile app or else by texting a word on their phone to a particular number, which then opens a web browser with menu options.

Guests can charge the order to their room or pay by credit card or with a mobile payment service, such as Apple Pay. Runtriz, a Los Angeles-based vendor that provides hotels with mobile guest services, powers the tool.

Postmates, UberEats, Grab, and other companies have gotten many consumers accustomed to mobile ordering, and Caesars is one of the first hotels to try to put a hospitality twist on the trend.

Caesars isn't neglecting room service, though. Later this year, it intends to roll out at selected properties a new "food order tracker," which will let guests see the progress on their order. The animation would be similar to the pizza-making tracker pioneered by Domino's.

If guests like the mobile-ordering and room service innovations, Caesars will roll them out to the additional properties that it manages at its 55 locations.

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