Kamelja Aliaj
Food & Beverage Manager
Contents
Ready to transform your hotel?
The Montague Delivers
The challenge
At The Montague, room service orders were largely handled by phone.
That meant staff time spent taking calls, slower order flow during busy periods, and unnecessary friction for guests.
This wasn’t a service problem. It was a workflow constraint.
What changed
The Montague introduced digital in-room dining through their white-labelled guest app.
Guests can now place orders by scanning a QR code:
In the in-room service menu
Inside their key wallet
Orders go straight into the same Simphony and F&B operational flow, without a phone call.
No change to the kitchen workflow. Just fewer interruptions.
The impact
The difference was immediate:
Less time spent on the phone
Faster service during peak periods
Smoother experience for guests and staff
Why this matters for F&B leaders
Room service doesn’t usually fail because of food quality. It breaks down in the handover moments - calls, transcription, coordination.
By removing phone-based ordering:
Staff focus on service, not admin
Kitchens receive cleaner, faster orders
Guests get what they want without waiting
Small operational changes compound over time.
Best practises from The Montague
Make ordering obvious.
Placing QR codes where guests already look - menus and key wallets - drives adoption without staff explanation or prompts.
Redirecting guests to a custom-branded ordering page after they connect to WiFi ensures discovery happens naturally, without extra steps.
Small placement decisions make a big difference.
The bigger picture.
Operational gains don’t always come from major change.
Sometimes they come from removing a single bottleneck.
At The Montague, removing phone-based room service ordering unlocked faster service and real time savings across the operation.
