Customer Story -
Hotel New York.

Mobile Order, the ordering and payment solution of the future.

Guest Engagement in Challenging Times

Located in the former headquarters of the Holland-America Line, Hotel New York (part of the WestCord Hotels group), is one of the most iconic establishments in Rotterdam. CM.com's technology has enabled them to maintain contact with their guests and generate revenue, even in these challenging times.

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HNY

A Continuous Revenue Stream

The 72 available rooms and the various halls are known for their unique character. The large cafe-restaurant is a popular place for a diner or a drink and attracts customers from all over the country, as well as many local regulars.

“Here at Hotel New York, we’ve been contemplating for quite some time about taking the appropriate steps to maintain closer contact with our customers and to steadily generate more revenue. The corona crisis has accelerated this process,” says Michel van Jaarsveld, Marketing Manager of Hotel New York.

Rolling Up Our Sleeves

The Rotterdam-based Hotel New York has indeed felt the blows of the crisis. However, true to their Rotterdam origins, the hotel owners and employees have rolled up their sleeves to ensure that the hotel would be able to bounce back.

“We consciously decided to focus on the things that were still possible. The technical solutions of CM.com and especially their Mobile Order application have helped us enormously.”

HNY

A Personalized Online Ordering and Payments Solution

Mobile Order was developed by CM.com to enable events and festival visitors to easily order and pay for drinks, meals, or other products. Visitors select the items they would like to order and pay via an online order page. The order, when ready, can be collected at the counter.

This application has been adapted for Hotel New York in such a way that they can use it for their (regular) guests that are now unable to visit. 

Staying in Control

“We decided that if we could not receive guests in our restaurant, we had to temporarily rebrand ourselves as a caterer.” According to Van Jaarsveld, Hotel New York did not want to have to deal with delivery parties, whose quality of customer contact was beyond their control. By delivering the dishes directly to their guests' homes themselves, they were able to maintain personal contact while guaranteeing the Hotel New York service and quality levels.

“CM.com's Mobile Order technology turned out to be perfect. It has been fitted for this specific purpose in collaboration with CM.com. Implementing this new service has not brought us back to a pre-COVID turnover, of course. But we did achieve great results. In December, for example, around 1,200 Christmas menus were ordered with Mobile Order.”

HNY

Investing in Our Guests and Brand

The technology from CM.com also enables Hotel New York to actively build a database, through which they are able to maintain close contact with their guests.

“Over the past few months we have noticed that our guests really appreciate the personal interactions with us. It keeps the Hotel New York brand alive, even if the circumstances prohibit our guests to visit.” 

Quick and Safe Ordering

With these results in mind, Hotel New York will continue to use Mobile Order as their room-service ordering app.

“Looking back, we should have implemented this solution earlier,” says Van Jaarsveld. “We have two large outdoor terraces. During the summer months, we were allowed to cater to outdoor visitors but were only able to keep one terrace open due to COVID regulations and staff capacity.

Had we been using Mobile Order at the time, many contact moments could have been avoided and we would have had the manpower and room to safely open both terraces.”

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